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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) Franchises 7 FTE for feb 2005 22.47 EXPERTISE LEVEL TIER 1 2 TIER 2 18

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Wcs mxtij

WCS MXTIJ

Julieta Luna



Tijuana structure
TIJUANA STRUCTURE

COVERAGE

15 Service centers distributed in 6 states

HEADCOUNT

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

Franchises 7

FTE for feb 2005 22.47

EXPERTISE LEVEL

TIER 1 2

TIER 2 18

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 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%

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Territory Statistics

Current month YTD

Incoming Call Rate: 1141 2267

Closed Calls per CE:) 2.54 2.52

LOCA per CE: ,82 .78

%Travel to Productive hrs: 38.3% 38.7

FTE FOR FEB 22.47




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




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%