© 2008 IBM Corporation A/NZ Operational Scorecard Monthly Review June 2015 Results Review date: 10 July 2015.

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Presentation transcript:

© 2008 IBM Corporation A/NZ Operational Scorecard Monthly Review June 2015 Results Review date: 10 July 2015

Integrated Supply Chain – Services Customer Fulfillment © 2008 IBM Corporation 2 PBS Results Operational Measurements

Integrated Supply Chain – Services Customer Fulfillment © 2008 IBM Corporation 3 PBS Contract Registration Timeliness (%) - Target 99% within 2 days, effective Jan 2013 Contract Registration Timeliness Defective Request (%) - Target 20% Billing Accuracy Customer View (%) – Target 97%, effective Jan 2013 JanFebMarAprMayJunJulAugSepOctNovDec GEO 100 AU 100 NZ JanFebMarAprMayJunJulAugSepOctNovDec GEO AU NZ JanFebMarAprMayJunJulAugSepOctNovDec GEO AU NZ

Integrated Supply Chain – Services Customer Fulfillment © 2008 IBM Corporation 4 PBS Billing Accuracy Admin View (%) – Target 99% JanFebMarAprMayJunJulAugSepOctNovDec GEO 100 AU 100 NZ Billing Timeliness (%) – Target 98% within 2 days effective July 2013 JanFebMarAprMayJunJulAugSepOctNovDec GEO AU 100 NZ Closure Ratio Measurement (%) – Target 70%, effective June 2015 JanFebMarAprMayJunJulAugSepOctNovDec GEO AU NZ

Integrated Supply Chain – Services Customer Fulfillment © 2008 IBM Corporation 5 Volume of Work Numbers Registered (In Number) PBS JanFebMarAprMayJunJulAugSepOctNovDec GEO AU NZ OEM Quoting Timeliness (%) – Target 95% within 1 Day (8 Business Hrs) JanFebMarAprMayJunJulAugSepOctNovDec GEO AU NZ OEM Volume of Quotes Raised (in number) JanFebMarAprMayJunJulAugSepOctNovDec GEO AU NZ

Integrated Supply Chain – Services Customer Fulfillment © 2008 IBM Corporation 6 PBS E2E cycle time (days) – Target 10 days

© 2013 IBM Corporation 2015 June RCA & Action Plans MetricTargetResultDescription / RCAAction PlanOwnerResolution Date E2E Cycle Time (Days) – ANZ SWG = 28 ITS = 2 GBS = 1 10 days12 days Due to delayed contract submission to STS To communicate through O2O to Brand; not to delay the contract submission to STS. STS O2C ANZ does not handle contract acceptance therefore we have no view of the reason of the delay from O2O submitting contract for registration. N/A MetricTargetActualIOT Client and ExecutionNALAJPGCGAPEPMEA x 7

© 2013 IBM Corporation 2015 June RCA & Action Plans MetricTargetResultDescriptionAction PlanOwnerResolution Date ANZ Closure Ratio Measurement 70%26%Work numbers were not closed on time Despite sending weekly reminder, team needs to continue to interlock with the business team in order to close as many expired accounts in a timely manner. Focal and Team Leads On-going MetricTargetActualIOT Client and ExecutionNALAJPGCGAPEPMEA x 8

Integrated Supply Chain – Services Customer Fulfillment © 2008 IBM Corporation 9 Pended Billing, ANZ Summary June 2015 TaskAction ItemsStatusOwner Current Year 2015 Pending Billing Records  A Monthly ANZ Pending Billing report is distributed to relevant Lobs and interested parties requesting that they review unbilled Billing records that are Expired and are Due to Expire in the current month. Total AMT = $24, (All Lobs, Expired ANZ STS Administrators, Focal & Team Leads The Distribution List of the report is now being sent direct to CFS’s and relevant interested parties in an effort to have updates sent and updated in a more timely manner. Plus to help reduce SCF Administrators time and effort spent on follow ups.

Integrated Supply Chain – Services Customer Fulfillment © 2008 IBM Corporation 10 Business Controls 1. SOX Testing Key Operational Control Description Root CauseAction PlanAction Plan Owner Resolution Date/ Status 2. Audit Results PwC Local Statutory Audit for Australia GTS Processes FY2014 – Concluded 29 April 2015.