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WCS MXTIJ. Julieta Luna. TIJUANA GREOGRAPHIC SITUATION. * acting. TIJUANA STRUCTURE. COVERAGE 15 Service centers distributed in 6 states HEADCOUNT Full time CE’s 19 (10 permanent NCR, 9 RAN contractors) Franchises7 FTE for feb 2005 22.47 EXPERTISE LEVEL TIER 12 TIER 218

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WCS MXTIJ

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Wcs mxtij

WCS MXTIJ

Julieta Luna


Tijuana greographic situation

TIJUANA GREOGRAPHIC SITUATION

* acting


Tijuana structure

TIJUANA STRUCTURE

COVERAGE

15 Service centers distributed in 6 states

HEADCOUNT

Full time CE’s 19 (10 permanent NCR, 9 RAN contractors)

Franchises7

FTE for feb 2005 22.47

EXPERTISE LEVEL

TIER 12

TIER 218

TIER 3 6 (2 CCNA Ce’s)


Tijuana s infraestructure

TIJUANA ‘S INFRAESTRUCTURE

  • 1 Main Office in Tijuana B.C.

  • 1 TSI warehouse in Tijuana B.C (limited to Tijuana, Mexicali, Ensenada)

  • Nextel Coverage for Tijuana and Mexicali only

  • 4 Small Spaces located in the rest of the cities

COMMS DECVICES

8 RIM Devices (Nextel) Currently testing 1 more location for 3 addtl. Ce’s

18 Cells Phones

TRANSPORTATION

21 Ce’s with own Car 3 with NCR’s Car ( outof 26 )

All Ce’s internet access .

LAPTOS

All Ce’s attending Cisco


Wcs mxtij

WCS Territory Review Executive Overview As of: march 06 2005

Territory Overview

Territory Name: TIJUANA (MXTIJ)

File Value for the Territory: N/A

Geographic Description:

19 full time Ce’s

7 franchises (attending 200 calls /month aprox)

T&M Revenue(YTD): Calimax,Waldos $43k

Overtime Run Rate(Last 2 Months): 8%

-

Territory Statistics

Current month YTD

Incoming Call Rate: 11412267

Closed Calls per CE:) 2.542.52

LOCA per CE: ,82.78

%Travel to Productive hrs: 38.3%38.7

FTE FOR FEB 22.47


Wcs mxtij

OVERALL VIEW


Ce metrics

CE METRICS


Productive hours per ce per week

PRODUCTIVE HOURS PER CE PER WEEK

Travel hours as %of productive hours per ce/wk


Closed calls annuity repair travel time

CLOSED CALLS /ANNUITY REPAIR & TRAVEL TIME

22.76 fte

Closed Wo per Ce /day

22.47fte

Average repair & travel time


Scorecard target vs results

SCORECARD TARGET VS. RESULTS


Sla metrics

SLA METRICS


Sla response met cla target 80

SLA RESPONSE METCLA TARGET 80%

Average 13 mos 86.20%

Variation from target + 6.20%


Sla resolution met cla target 86

SLA RESOLUTION METCLA TARGET 86%

Average 13 mos 86.62

Variation from target + .62


Sla first visit resolution met cla target 85 5

SLA FIRST VISIT RESOLUTION METCLA TARGET 85.5%

Average 13 mos 81.34 %

Variation from target -4.16%


Pulse check report bu

PULSE CHECK REPORT /BU


Pulse check report as of week ending march 18 2005

PULSE CHECK REPORT AS OF WEEK ENDING MARCH 18/2005


Self service

SELF SERVICE


Store automation

STORE AUTOMATION


It is

IT IS


Workorder trend

WORKORDER TREND


Parts

PARTS


Total calls suspensions

TOTAL CALLS SUSPENSIONS


Of calls requiring parts

% OF CALLS REQUIRING PARTS


Of calls suspended for parts

% OF CALLS SUSPENDED FOR PARTS


Trunk fill rate

TRUNK FILL RATE


End of presentarion

End of Presentarion


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