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Team Meeting

Team Meeting. CBD & Southern Territory June 2004. Agenda. Minutes… volunteer? Justin Murphy ISS Business Updates Search & Rescue Client Sat Champ/NSW Team Co-ord Update Tech Team Lead Update PLS Update – Lewis/ Dominic “Us” – Kimberley EOS Feedback Session… Announcements AWARDS

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Team Meeting

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  1. Team Meeting CBD & Southern Territory June 2004

  2. Agenda • Minutes… volunteer? • Justin Murphy • ISS Business Updates • Search & Rescue • Client Sat Champ/NSW Team Co-ord Update • Tech Team Lead Update • PLS Update – Lewis/ Dominic • “Us” – Kimberley • EOS Feedback Session… • Announcements • AWARDS • Open Forum…

  3. Justin Murphy Australian Service Delivery Manager

  4. ISS Business

  5. Search & Rescue • A/NZ YTDtotal of 1174k • NSW accounts for $939k revenue generated • Our team has only generated $1.7k of NSW total – Need to lift the focus. • Achieve 2004 revenue of $1m for our team and I’ll add an extra $1000 to team commission cap. Total $1,706.00

  6. NSW Team Co-ordinator /Customer Sat Champion Update“If we don’t take care of our clients, somebody else will.” Tim Mc Dermott

  7. Client Sat Results

  8. Detailed Reports

  9. Positive Actions… • Take the extra time to call back to confirm all OK following a serious issue. • Smile while on the phone… makes a difference to your voice/tone. • If you have any concerns about a fix or the time it is taking ESCALATE – both through technical channels and Mgt Channels.

  10. Client Sat AwardsAwarded for outstanding client feedback…. Monty Versi

  11. Volume TerritoryRe-alignment NSW Team Co Ord

  12. NSW Technical & Safety Review Update Brian Jones NSW Tech Team Lead

  13. PLS Update Lewis Kelly / Dominic Calabro

  14. ‘Us’ - Kimberley • SRP Reviews • SBLT Update • Q1 People Mgt Award • Dress Standards Revisited • Next Team Meeting • EOS Feedback Session plan

  15. SRP – Salary Review Program • Key Dates: • Salary Review Dates 15 - 25 June • Any changes to Salary will be reflected in July pay run • I will be catching up with each of you over the coming week.

  16. SBLT – Shanghai, ChinaMay 19/20

  17. SBLT Shanghai • Comparison between AP and A/NZ • Case Study - the Bid/Sales world • "Professional vitality / Work life Balance“ – We are champs. • Karioke Performance

  18. Q1 - People Mgt Award THANKYOU… !

  19. Dress Standards Great to see your all making an effort to uphold the IBM image. Keep up the good work.

  20. Next Team Meeting • Suggestions • 4-6pm Evening with Pizza? • Innovation Centre? / St Leo • Or the usual Breakfast Make a note on your feedback sheet.. thanks

  21. EOS Feedback Session Plans

  22. General Updates (Housekeeping)

  23. UPDATES…. • Q2 Parts Closure Looming. • Please make an effort to take appropriate action for ALL as rapidly as possible. • MCA Desktop Client • A email and .exe file will be sent out with simple instructions on how to use the MCA Desktop Client on your Thinkpad – the application is identical to the 'real' MCA. I encourage you to use this tool as well as your MCA device, as it assists with reporting data and call management • SICK / Emergency Leave • PHONE CALL must be made to you Manager advising them that you will not be in. If you are unable to perform the follow up actions via NCC etc please advise your manager at the time of the call so they can take the appropriate actions.

  24. Updates… Per call Incentive Program* • From 1 May 2004 to 31 December 2004. • Objectives: • Increase Maintenance Revenue • Capture legitimate Per Call Revenue • Share the success of increased maintenance revenue with SSRs • Designed to pay out in excess of $48,000 to SSR’s: • A 5% increase in Per Call revenue will payout $51,277 to SSRs • A 10% increase in Per Call revenue will payout $53,718 to SSRs *Full details were emailed earlier this Quarter… please advise me if you need a refresh Email

  25. UPDATES…. • Over time / Standby • Submit Week following work. Use Flexible Form. • Include ACM / Job number in OT claims • Min 3 hours if you are on Standby and called Out to perform work • Min 4 hours if you are called out by DFM and not on Standby • Phone support min 1hr claim • Exceptions – working on per call situations. Being called out on MA but ends up being per call. • Mon-Fri time and a half for first 3 hours then double time. • Double time between 12am and 6am. • Sat time and a half between 6am and 12pm. Double time from 12pm. • Sun Double time • Public Holidays Double time and day off in Lieu • Note: Overtime claims for regular employees should be submitted at single time, since single time payment will automatically be paid as part of the employees regular weekly/fortnightly/monthly pay.

  26. Meal Allowance All overtime eligible regular and casual employees, who on a normal working day are required to work overtime after 6:00 pm, shall be paid a meal allowance of $11.50 (effective 1st march, 2004 ) for each meal break falling due. Regular and casual employees required to work more than four hours on a Saturday, Sunday or public holiday shall be paid a meal allowance on completion of the first four hour period and for each subsequent period in excess of four hours. A meal allowance is not payable unless a meal break of 30 minutes (paid at single time) is also taken. A regular or casual employee who is required to start work at 5:30 am or earlier (on other than shift work) and who continues working throughout the day shall be paid a (breakfast) meal allowance, with (breakfast) meal break.

  27. Announcements… QCC – 25 Years of IBM Service ** Chris Wakefield ** 5 Years of IBM Service Tim McDermott

  28. Awards

  29. Non Cash Bravo Awards “Our people are our Strength”. Jim Dounis EJ Kye Ben Perkis John Hutchinson Consistently displaying extreme professionalism and team work during times of high pressure.

  30. Appreciation Awards Following people received Appreciation Awards over recent months: Michael Lewy Jeff Maslovsky Tony Rayment

  31. Happy Birthday to… Tim Sutherland - 16 May Kimberley Harvey – 17 May Geoff Ashcroft – 31 May David Gray – 24 June Monty Versi – 28 June Michael Lewy – 29 June

  32. Open Forum • Any issues we have missed that you’d like to raise…? • ….Once again reminding you that this is YOUR meeting. If you want things added or would like a guest speaker from another part of the business let me know.

  33. ALL - Thankyou for attending… Notes and Presentation will be forwarded for your review. As always feel free to contact me if you have further questions Queen’s Birthday weekend… those not working enjoy the break and be safe. Those of you working we appreciate the effort you put in.

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