Candidate Introduction

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An interview format used to help position and direct questions

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Candidate Introduction

  1. 1. ΔBusiness Definition Δ Strategic Direction Δ Core Strategies<br />Candidate Introduction<br />Barry Hammond<br />
  2. 2. Business Definition Δ Strategic Mission Δ Core Strategies<br />Barry Hammond<br />
  3. 3. Defining The Purpose<br />Value<br />Performance<br />Δ<br />Vision<br />Δ Business Analysis <br />Δ Training<br />Δ Process Improvement <br />Δ Cross Team Building <br />Δ Due Diligence <br />Δ Respond, triage, analyze problems through to their resolution.<br />Δ Collaborate with business units, IS and QA to solidify acceptable problem management processes.<br />Delivery<br />Control<br />Delivery<br />Carry out management of the client services function. Define service levels and monitor performance. Responsible for specification, agreement and application of standards and for resolution of clients’ problems. <br /> <br />Δ Change agent to imbed excellence within a team<br />Δ Drive satisfaction by the customer to each interaction<br />Δ Connect passions to a company’s vision<br />Δ Implement SRP of excellence in customer care<br />Δ Training strategy on verbal and action communication<br />Control<br />
  4. 4. Tactics<br />Standards and Metrics are relegated by the terms of a SLA between the business and Client Services. These standards of service levels determine the STANDARD by which usual and customary response and/or to resolution of a client’s problem. To adequately determine if these levels are met statistics and metrics are utilized to measure performance.<br />When these categories <br />are measured in minutes <br />against the SLA a sliding <br />metric for each statistic can <br />be formulated over time to <br />determine the SLA <br />measurement is both a<br />reasonable STANDARD <br />by time and complexity. <br />Total Open to Total Close<br />Total Open to 1st Contact<br />1st Contact to Total Close<br />
  5. 5. Value <br />Individual awards for going up & beyond the scope of the position<br />Teaming awards for executing high project performance.<br />$3,000 /unit cost reduction while reducing energy requirements and instrument size.<br />
  6. 6. Passion<br />Your team coming to work every day with ideas about<br /> how to make a difference<br />Jumping out of bed in the morning enthusiastic about<br /> the day ahead… Yes! I am excited to do this today!”<br />Passion meets purpose when business objectives are met.<br />Passion and purpose leads to the other “p” that you need – persistence. <br />If there’s no love in what you do (or at least like it a lot) there is no motivation to persist. <br /> With out persistence, the success rate is nil.<br />
  7. 7. Engagement<br />Virtual<br />Multi-cultural<br />Employees<br />Teams<br />A culture of positive engagement can make the impossible an every day experience.<br />External<br />Customers<br />Internal<br />Clients<br />

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