1. STATE OF THE CREW
Anna Eason-Horton
MidsouthTitans
July 8, 2015

2. Agenda
 Introduction
 KMI ESM Metrics/Results
 SIMple Goals
 Top Three Performers
 Bottom Three Performers
 SMART Action Plans
 Performance Management
 Team Successes
 Q&A!

3. Midsouth Titans
West TN, Memphis Main and Frayser

4. Midsouth Titans
West TN, Memphis Main and Frayser

5. Generational Differences
30% Traditionalist
30% Generation X
40% Generation Y

6. KMI ESM Results
State of the Crew: Eason-Horton
Mar Apr May
final final final YTD
ESM
Efficiency
Actual 108.44 108.04 112.28 110.60
Target 99.00 99.00 99.00 99.00
Productivity
Actual 98.86 99.08 110.39 102.87
Target 90.00 90.00 90.00 90.00
Disp Efficiency
Actual 85.20 84.47 86.96 85.28
Target 80.00 77.00 77.00 77.00
Revisits
Actual 96.31 91.82 95.59 93.90
Target 93.00 93.00 93.00 93.00
Revisits - I30
Actual 100.00 100.00 98.31 99.03
Target 98.00 98.00 98.00 98.00
Revisits - R30
Actual 93.59 87.95 93.79 90.48
Target 92.00 92.00 92.00 92.00

7. SIMple Goal 1
Improve ESM R30 from 90.48% to ≥ 93% by October 8, 2015 reducing
truck rolls.
30 Days ≥ 91% by August 8, 2015
60 Days ≥ 92% by September 8, 2015
90 Days ≥ 93% by October 8, 2015
Plan of Action
Techs will:
Contact the customer prior to DPO
Pull PM Data
Check circuit history
Manager will:
Ensure techs understand the reason for DPO
Partner tech with tech SME

8. SIMple Goal 2
Consistently achieve ESM All Revisits to exceed 93% by October 8,
2015 to deliver a good quality product.
30 Days ≥ 94% by August 8, 2015
60 Days ≥ 95% by September 8, 2015
90 Days ≥ 96% by October 8, 2015
Plan of Action
Techs will:
Contact manager prior to returning ticket
Contact tester to confirm circuit is up
Manager will:
Review previous day results
Partner tech with tech SME

9. SIMple Goal 3
Improve negative trend on R30 Loyalty Commitment from 79.65% to
84% by October 8, 2015 to deliver excellent customer service.
30 Days ≥ 82.75% by August 8, 2015
60 Days ≥ 83% by September 8, 2015
90 Days ≥ 84% by October 8, 2015
Plan of Action
Techs will:
Verify trouble was cleared with the customer
Perform call backs the following business day
Manager will:
Ensure techs understand reason for DPO
Partner tech with tech SME

10. Top Three Performers - YTD
Common behaviors positively impacted performance:
Appropriately performed tests to isolate trouble
Check Circuit history
Add NA/DM when needed
Identify appropriate closure and analysis codes
Demonstrate flexibility at all times
Initiate helping others
Accepts accountability
Tech Scorecard Goal Tech A Tech B Tech C
ESM Efficiency 99% 107.40% 121.88% 112.17%
Revisits - Installation 98% 98.49% 98.18% 100.00%
Revisits - Repair 91% 92.16% 94.51% 94.05%

11. Bottom Three Performers - YTD
Common Behaviors that negatively impact Revisits:
Remote testing without DPO
Closing tickets when No Access was provided
Didn’t contact tested to verify circuit restored
Didn’t check circuit history
Action Plan
Techs will:
Contact the customer prior to DPO to verify access hours
Perform appropriate testing and pull PM Data
Follow-up with customer the following morning
Tech Scorecard Goal Tech A Tech B Tech C
ESM Efficiency 99% 98.12% 106.80% 104.00%
Revisits - Installation 98% 100.00% 100.00% 97.00%
Revisits - Repair 91% 95.45% 89.67% 87.78%

12. SMART Action Plan 1
Improve negative Repair Revisits for Tech A from 87.78% to 92% by
October 8, 2015 to provide excellent customer service.
30 Days ≥ 88.5% by August 8, 2015
60 Days ≥ 90% by September 8, 2015
90 Days ≥ 92% by October 8, 2015
Action Plan
Tech will:
 Check circuit history
 Pull PM data
 Contact manager prior to returning ticket
 Follow-up with customer next business day
Manager will:
 Follow-up with tech
 Partner tech with SME

13. SMART Action Plan 2
Improve negative ESM Efficiency trend for Tech A from 98.12% to
99% by October 8, 2015 to reduce truck rolls.
30 Days ≥ 99% by August 8, 2015
60 Days ≥ 99% by September 8, 2015
90 Days ≥ 99% by October 8, 2015
Action Plan
Tech will:
 Check circuit history
 Contact manager prior to returning ticket
 Refer trouble to cable after 2 hours
Manager will:
 Ensure tech understands why DPO
 Partner tech with tech SME

14. SMART Action Plan 3
Improve negative R30 trend for Tech C from 89.67% to 91% by
October 8, 2015 to deliver excellent customer service.
30 Days ≥ 90% by August 8, 2015
60 Days ≥ 91% by September 8, 2015
90 Days ≥ 92% by October 8, 2015
Action Plan
Tech will:
 Check circuit history
 Contact customer prior to DPO
 Contact manager prior to returning ticket
 Contact tester to verify circuit is restored
Manager will:
 Follow-up with tech
 Partner Tech with tech SME

15. Performance Management
Tech - R30 YTD 95.45% ESM 98.12
Manager and Tech:
Agreed on plan of action
Tech successfully worked plan
Adjusted plan with new focus - ESM Efficiency
Tech:
Contact tester prior to closing ticket
Refer trouble to cable
Review circuit history
Contact manager when faced with roadblocks
Manager:
Balance work between Install and Maintenance
Ensure tech understand reason for DPO
Follow-up on previous weeks performance

16. Encouragement
“Always do right -- this will
gratify some and astonish
the rest.”
Mark Twain

17. Team Successes
- Consistently Exceeded UTG – Prov/Maint target
- Safety 0 incidents
- PIP Success
- Face to Face Team Meeting
- Completed Elite Training
- Secured FEDEX ID’s for two Techs
- 5 Star Award 3 months
- Met 11/11 Metrics 6 mos.
- Goldstar Metrics
Orders – 40% to 96.88%
Tickets – 32% to 90%

18. How Did We Get There
Told my team they were valued members
Identified their strength and allowed them
to utilize their strength
Listened to their ideas
Praised their accomplishments
Trusted them

19. What questions do you
have?