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IT account review template

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Example of an account review for IT leader or Business relationship managers (BRM).

Published in: Business, Technology

IT account review template

  1. 1. Account Review Example Last Updated on 2013-07-15 1
  2. 2. 1. Operational Performance 2 Performance indicators • Budget • Availability • Service levels • Satisfaction 97% 99.4% 94% 72% Notes: • Availability dipped this quarter due to issues with network providers. The situation has been resolved. • Satisfaction is improving but is still below the 75% level. The satisfaction improvement program is well underway and results are encouraging. 95 99 94 97 98 97 90 95 100 1 2 3 4 5 6 Budget 99.9 99.7 99.3 99.1 99.3 99.4 98 99 100 1 2 3 4 5 6 Availability 91 89 91 95 93 94 80 90 100 1 2 3 4 5 6 Service levels 95 99 94 97 98 97 90 95 100 1 2 3 4 5 6 Satisfaction
  3. 3. 2. CS Service Usage by Department 3 We have seen an increase in the number of requests per user for department XYZ compared to other departments. After analysis, we recommend a second training session on the new Office suite as it seem to be the cause of many of these issues. Satisfaction is increasing but is still slightly lower for department XYZ compared to other departments. Satisfaction should increase once the sales system has been replaced as it is the cause of significant dissatisfaction. Dissatisfaction with the sales system is still a major issue. The replacement is still scheduled for June 15th. 67 71 7273 75 76 0 25 50 75 100 Period 1 Period 2 Period 3 Satisfaction Department XYZ Company 1.225 0.998 0 0.5 1 1.5 # requests / users Requests per users Department XYZ Company
  4. 4. 3. Focus and priorities • Operational efficiency and productivity – Data accuracy and consistency are being audited • Leadership and raising maturity of the management teams • Inventory issues remediation • Standards/benchmarks – i.e: to compare route information, energy consumption, etc. between sites – Will need support from ABC (SCSS, etc.) – Workshop scheduled in Toronto on April 12th-13th, to define future state of Corporate KPIs 4 The priority is still on the sales system replacement.
  5. 5. 4. Projects 5 JDE and Release 5 are red from a financial standpoint. They are still on their original schedule. Projects – Top 5 • CRM • JD Edwards • Intranet evolution • Release 5 • Sharepoint Notes: • CRM is still looking for a June 15th go-live. • JD Edwards is incurring significant cost increase but the go-live date remains unchanged. Month 1 Month 2 Month 3 Month 4 CRM go-live JDE go-live User Testing User Testing
  6. 6. 5. Status and Issues • 1. Overall inventory management – Issue: • Inability to to manage inventory at a global scale I the ERP. – Action items: • Worked with shipping to review the shipping procedures. COMPLETED. • Development of a new report to account for in transit inventory. COMPLETED. – Status: Closed. • 2. Need strategy/direction for Mexico operations integration – Issue: • An orientation is required as to whether Mexico operations should be integrated in the same ERP. – Action items: • The preferred method would be to push the system/operation rather than work off a file exchange/reporting arrangement. • More discussions between Sales and Operations are required. PENDING. – Status: Open. 6 A resolution on the Mexico issue is required by June 15th or it will delay the JDE project.
  7. 7. 6. Upcoming events • ERP downtime on July 15th. – JDE will be unavailable during the entire week-end of June 15th. • CRM go-live on June 15th. – User testing will be required on the previous week-end. – Users and managers have already been notified. • Network switchover on May 5th – Brief network interruption on May 5th at night. • Next account plan meeting: June 30th. 7
  8. 8. Simon Chapleau SC User Research 514.612.0511 x101 simon@sc-ur.com SCUserResearch.com

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