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CLA Headcount Increase Justification

CLA Headcount Increase Justification.

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CLA Headcount Increase Justification

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  1. CLA Headcount Increase Justification Headcount requested: 22.5 CEs (Net 20 FTEs) for CLA due to new business in Mexico and Argentina. Banco Galicia winback of 590 ATMs and 549 Deposit Terminals, new product sales in Mexico of 2500 ATMs (600 Cardtronics, 1240 Bancomer, 410 Banorte, 250 Others), and 1000 POS units for Soriana, HEB, and other Retail accounts Operational Metrics • Call volumes essentially flat year on year. Sabre losses offset by increases in ATMs and Red Uno business in Mexico • FSD products drive higher SAMY than Sabre’s PC base • Closed Calls/per CE/Per Day are at 3.3 vs target of 3.5 • January/Feb average 3.1 due to S. America summer vacation; 3.4 average last 4 months • Store Automation represents only 17.4% of service actions • Mexico Travel and Repair averages 52 minutes greater than CLA plan due to geographic dispersion and product mix • Mexico productivity of 2.6 Calls/Day affects CLA average • CLA Resolution SLA met objectives 4 of 6 months, Mexico hit target all 6 months, Argentina missed target all 6 months • Utilization on plan, both countries up more than 20% since January, Q2 Arg 120.7%; Mex 108% Financial Metrics • $3.02M in new revenue; 2007 CLA Area revenue $1.7M above Plan through Q2. • Additional salary expense required is $388K (Mexico $336, Argentina $52K) Additional Justification – Argentina - Convert 3 CEs from part-time to full-time (1.5 FTE), conversion of 3 outsource FTEs to NCR permanent (0.5 FTE), add 4 new hires for Banco Galicia WINBACK in Argentina (4 FTE), 14 new hires in Mexico selected from Outsourced Day Laborers

  2. Decision Criteria & Process Request to Increase Headcount Process Map and Assessment Methodology • Financial Metrics • Request due to SLA/Workload Only • Check Metrics – sea of green – confirm costs covered • in Outlook by CFO • Red zones – identify cost reductions in other areas • Request due to Growth – New Revenue • Requires Yield assessment – currently 50% - • recommend driving to 70% • This means 30% cost constraint • Note – need future refinement by product line • Operational Metrics • Request due to SLA/Workload Only • Check Metrics – sea of green – move to Financials • Red zones – capacity review by CS Operations • and generates root cause action plan by Area • Request due to Growth – New Revenue • Check Metrics – sea of green – move to Financials • Red zones – capacity review by CS Operations • and generates root cause action plan by Area Approval/Rejection of adjusted numbers confirmed back by HR to Area.

  3. Key Metrics Summary – Q2 2007

  4. Metrics Trending – CLA 13 Months

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