2. Executive Summary
MEASURES PERFORMANCE
Measure: Monthly PTS TSI Team
Technical Competency
Resolution Analysis
June 2012
Achievement: 84% 60% 35%
Target: 80% 100% POC 100%
completion Completion by
Dec 2012
FOCUS FOR IMPROVEMENT
Since PTS is highly dependable on other party commitment, probably need to craft a
workaround using available resource to ensure the success of the project.
Time is an essence – but manageable.
3. Summary dashboard
Initiative Progress Status - PTS
Status Progress 60%
Initiative Progress Update
Completed task Next action
ACHIEVEMENTS
• List TSI job skill requirement for supporting • Confirm support system readiness (CSI topology,
NEXT STEPS
RESULT /
the PTS project. CCS, etc.) to support at least the POC.
• Engage VADS/PMO to establish job • Confirm Contact Center readiness to support at least
demarcation. the POC.
• Establish the first draft for PTS process flow. • Develop internal communication plan
• Establish the process flow for PTS POC.
• Establish a UniFi troubleshooting matrix.
WORK IN PROGRESS
Activity in progress Challenges faced
CHALLENGES
• TSI Team competency analysis to support the PTS • Too depended on other party readiness – support
ISSUES /
project. system and contact center people.
(WIP)
• Develop detail Work Instruction for the PTS POC. • Also depended on other internal initiatives:
- TSI Team Competency Analysis.
4. Details Initiative Tracker
start Completed
Impact of each transformation program Focus area
Progress Timeline
Key Elements for “PTS” Initiative
1 Job Skill Requirement Completed
2 Job Scope/Demarcation Point Completed
Process
3 Task Escalation Completed
4 Task Escalation - POC Completed
5 TSI Competency Q3 2012
People 6 TSI Readiness Q3 2012
7 Communications TBD
8 Detailed Work Instruction Q3 2012
9 Troubleshooting Matrix Completed
Support
System
10 Tools and Diagnostics TBD
11 Contact Center Competency TBD
5. Summary dashboard
Initiative Progress Status – TSI Team Competency Analysis
Status Progress 35%
Initiative Progress Update
Completed task Next action
ACHIEVEMENTS
• Design TSI competency framework. • Develop internal communication plan.
NEXT STEPS
• Design preliminary assessment framework.
RESULT /
• Set up Working Committee.
• Establish basic competency assessment
model.
• Establish assessment standards and methods.
WORK IN PROGRESS
Activity in progress Challenges faced
CHALLENGES
• Establish relation with TMAC. • Very critical – highly depended by other bigger scale
ISSUES /
• Update GBCM. project (PTS).
(WIP)
• Identify requirements to establish trainings.
• Furnish Question Bank.
6. Details Initiative Tracker
start Completed
Impact of each transformation program Focus area
Key Elements for “TSI Team
Progress Timeline
Competency Analysis”
1 TSI competency framework Completed
Project Basis 2 TSI assessment framework Completed
3 Training Need Analysis Mid Aug 2012
4 Working Committee Completed
5 Establish relation with TMAC 14th Aug 2012
People
6 Update GBCM End Aug 2012
7 Communications End Aug 2012
8 Basic Competency Assessment Model Completed
Support 9 Assessment Standards and Methods. Completed
System
10 Question Bank Ongoing
7. TSI Competency Analysis:
Competency Analysis Report
Question Bank Breakdown
Topic Total
Questions
Streamyx 20 TSI Team Competency Radar
TM Direct 30
UniFi 20
VoBB 20 Saifulnizam Bahari
IP Networking 30 product
Misc 20
140
technology/applicati
TM Network
on
Area of Knowledge Score
product 24
technology/application 32
system tools 15 troubleshooting
troubleshooting step 32 system tools
step
TM Network 29
