6. Our Approach to Goal-Setting
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
• Tie employees’ day-to-day activities to Comcast’s strategic
business objectives
• Provide employees with clear expectations for their job
performance
• Facilitate top performance by providing employees with tools and
resources that will help them succeed
• Establish desired outcomes Managers can use to objectively
measure and optimize employee performance
• Lay the groundwork for effective performance differentiation
between employees at the time of performance evaluation
Powering the dream
Powering the dream
7. Our Promises to Customers
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
1. We will give you a 30-day, money-back guarantee on our video,
voice or high-speed services.
2. We will always be on time within your appointment window or we'll
credit you $20 or give you a free premium channel for three
months.
3. We will resolve routine issues in one visit or we'll credit you $20 or
give you a free premium channel for three months.
4. We will treat you and your home with courtesy and respect.
5. We’re here for you, 24 hours a day, 7 days a week to answer
questions at your convenience.
6. We will offer easy-to-understand packages and provide you with a
clear bill.
7. We will continually offer the best and most video choices.
Powering the dream
Powering the dream
8. CommTech Career Progression
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
NCT6: Headend and C-RAN
Maintenance
Functional Proficient Advanced
Network CT NCT 5 is Self-
CCT5 is Posted Progression
CCT5: Complex Commercial NCT5: Optical Fiber and
Position
installations/surveys Facilities Maintenance
Functional Proficient Advanced Network CT
CCT4: Expert-level triple play NCT4 is Posted
NCT4: Coaxial and Fiber Position
Self- and Commercial installations
Progression Network Maintenance
and service
Must be at
Proficient or
Advanced to Functional Proficient Advanced
move to CCT4
CT3: Multi-Product residential and basic commercial installation and
Certify to CT3
service including Video, CDV, CHSI
in 5-months
to 18-months
CT2: Video and CHSI installations and service
Certify to CT1: Trainee/New Hire
CT2 in 90-
days
Max
Must Stay in Horizontal Level for Two Consecutive Quarters
Powering the dream
Powering the dream
9. Linking Performance to Customer Expectations
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
Customer Promise Individual KPIs Behavioral Goal
We will always be on time
within your appointment Rework Rate
window
Make it easier for the
We will resolve routine issues
Rework Rate customer to do business with
in one visit
us by providing first interaction
We will treat you and your resolution every single time
home with courtesy and
Voice of the Customer
respect
Powering the dream
Powering the dream
10. The Results…
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
• 2011 Consolidated Revenue increased 47%
• Operating Cash Flow increased 26%
• Operating Income increased 34%
• Free Cash Flow increased 30% to $7.0 Billion, with $5.2 Billion from Cable
"Last year was a very important year for our company. Cable continued to
drive innovation, increase new product introductions and transform the
customer experience, and we successfully integrated NBCUniversal. We
also reported strong financial and operating results in both the fourth quarter
and for the full year. Specifically, cable had another terrific quarter of
improving customer metrics, demonstrating that our new XFINITY brand
and our intensified focus on service and innovation are making a real
difference…”
Source: Brian L. Roberts, Chairman and Chief Executive Officer
of Comcast Corporation, 4th Quarter and Year End 2011 Results
Powering the dream
Powering the dream
11. The Employee Experience Results
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ● ●
• Attrition of 10% or less
• Comcast employee engagement higher than general industry on
most fronts
• Comcast field technicians have highest ratings on annual employee
satisfaction survey:
Our strategy
Communications
Great Place to Work
Powering the dream
Powering the dream
13. Strategic Performance & Change Management Conference
November 13-15, 2012 in New Orleans, LA
View the Strategic
Performance & Change
Management program here:
http://tinyurl.com/8wxywgc
If you would like to receive the free IQPC brochure
Powering the dream
Powering the dream
directly email taryn.soltysiak@iqpc.com