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bt 2 Update Ready, Set… Go Live… Los Lunas and West Branches July 1 st , 2009

bt 2 Update Ready, Set… Go Live… Los Lunas and West Branches July 1 st , 2009. Los Lunas/ Branches Status: 7/20 Go Live. Overall status. Los Lunas / Branches Status: 7/20 Go Live. Overall status. Los Lunas / Branches Status: 7/20 Go Live. Overall status.

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bt 2 Update Ready, Set… Go Live… Los Lunas and West Branches July 1 st , 2009

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  1. bt2 Update Ready, Set… Go Live… Los Lunas and West Branches July 1st, 2009

  2. Los Lunas/ Branches Status: 7/20 Go Live Overall status

  3. Los Lunas/ Branches Status: 7/20 Go Live Overall status

  4. Los Lunas/ Branches Status: 7/20 Go Live Overall status

  5. Customer Order Management Kaizen • Key Outcomes • Re-established alignment of a customer care consultant to customers (accountability) • Brought clarity to processes and ownership to include owners and backups for each major process • Identified failure points and put in process controls to prevent fallout – including reconciliation tool • Re-established policy to avoid adding stops for TPI’s – was driving many “special handling” situations • Reviewed and changed key system setups such as lead time • Problem resolution process with escalation steps • Training module and assessment for customer care consultants – includes troubleshooting • Established clear daily cut-off times for key processes • DVA Issues (other than those identified through kaizen)

  6. Customer Order Management Kaizen • Key Open Actions • Customer Order Reconciliation database Doug Bennett • CSR Proficiency evaluation and training Doug Gorsuch • OTM Knowledge Transfer to Larry P CB Roe • Accountability Matrix for Process Deadlines Robert Wilson • Backward Integrate Production Audit Report R4 Doug Bennett

  7. DVA and Orlando Issues • DVA and Orlando Issues • Month End Close stabilization • Resolve Critical and High Issues for Orlando • ProCAB roll-out to get back on-track

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