Project Proposal February, 2012 KRYTERION

Background Kryterion intends to expand its world-class online proctoring service into new markets including Distance Education: – New customers – New proctoring services Expanding into these markets will requires significant changes to the current system: – “Opening” system to other Test Delivery Systems – Securing the system – Process changes Challenges to IT team: – New, untested IT team – History of difficulties achieving business goals – Lack of business acumen/alignment to business strategy Kryterion’s Expanding Business Will Bring New Challenges To The Management And Delivery Of Proctoring Services

Immediate Needs To meet the company’s demands, the Online Proctoring Center (OLP) will have significant changes in technology, personnel and processes DE Clients – make system changes quickly Develop an effective IT team Align IT with Business Strategy

Proposal / Approach Small Process Improvement Project: – ~ 3 months – Small OLP team – Julie lead – Jim Anderson guide, train & facilitate Objective:  Introduce PI tools/concepts to OLP  ID & implement improvement opportunity(ies)  Positive ROI % improvement (cost reduction) in select area  Link to system requirements (right metrics to track & trend performance, ID, diagnose and correct performance problems, and to establish performance goals and assign accountability for achieving those goals) Process Improvement Call Center System New OLP System Improved Processes Basic Process Improvement Knowledge Metrics Intro to Call Ctr Mgt. e.g. Avg. Speed Ans. (ASA), First Cont. Res. (FSR) e.g. Pre-Launch problems, Technician Best Practices

Examples of Tools Project Charter Primary Metric Chart SIPOC Pareto Chart Cause & Effect Diagram Identify, scope, describe, measure and value project. How to measure the primary metric for a project – indicting UCL & LCL. Process scoping – identification of Suppliers, Inputs, Process, Outputs & Customers. Tool to help think through the causes and effects on the process. Identification of “critical few” root- causes to improve process. Through this project I would provide light training and application of select Lean Six Sigma tools to improve the process. Examples of the tools that may be appropriate for this project are listed below. Actual tools used will vary based on specific project needs.

Cost/Benefit Breakeven Year 1, Significant ROI Going Forward

Next Steps Approve Proposal – Either contact Rebecca at (814) – Or Jim Anderson at (973) Review & refine with OLP Management Launch Project with OLP