Interview Hand off

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Talking points for the interview and as a leave behind.

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Interview Hand off

  1. 1. ΔBusiness Definition Δ Strategic Direction Δ Core Strategies<br />Candidate Introduction<br />Barry Hammond<br />
  2. 2. ΔBusiness Definition Δ Strategic Mission Δ Core Strategies<br />Barry Hammond<br />
  3. 3. Defining The Purpose<br />Performance<br />Δ<br />Value<br />Δ Business Analysis <br />Δ Training<br />Δ Process Improvement <br />Δ Cross Team Building <br />Δ Due Diligence <br />Δ Responded, triaged, analyzed of problems through their resolution.<br />Δ Collaborated with business units, IS and QA to solidify acceptable problem management processes.<br />Delivery<br />Control<br />Vision<br />Delivery<br />Δ Change agent to imbed excellence within a team<br />Δ Drive satisfaction by the customer to each interaction<br />Δ Imbed cross-team functionality<br />Δ Implement SRP of excellence in customer care<br />Δ Training strategy on verbal and action communication<br />Carries out management of the client services function. Defines service levels and monitors performance. Responsible for specification, agreement and application of standards and for resolution of clients’ problems. <br /> <br />Control<br />Barry Hammond<br />
  4. 4. MATRIX<br />Client Services Director<br />Client ServIcesMatrIx<br />Matrix covers the key customer and <br />Interfaces as first contact with IT.<br />Barry Hammond<br />
  5. 5. 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 statiscs 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 />Barry Hammond<br />

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