1. Guidelines for NSPRC Presentations
Each Supplier has a NSPRC Member advocate who must be briefed in advance on the material you plan to present. There may be some topic that the NSPRC membership wants to make part of your presentation, and your advocate will advise you. Your advocate will make introductory and concluding remarks for your presentation.
There are key elements to be included in every Supplier presentation:
Provide an overview of your Customer Technical Support organization for all appropriate products. Include escalation paths to the VP level, contact names, and complete contact information.
Review all Action Items from previous NSPRC meetings.
Review the “Hot List” issues that were identified by your NSPRC advocate.
Review the measurements requested by NSPRC.
Suppliers are required to report on products that are deployed in two NSPRC Member networks
Show results for the most recent 4 consecutive quarters of available data
Identify any measurements that are below objective in the most current two quarters
Describe the corrective action plan to raise performance to objective
Review other items of interest.

2. Example NSPRC Presentation

3. AGENDA 10:00 AM Introduction... NSPRC Advocate
10:20 AM Organizational Overview... Vendor
10:45 AM Action Register Items Vendor
10:55 AM Hot List Vendor
11:20 AM Performance Results... Vendor
12:00 PM Additional Noteworthy Items Vendor
12:25 PM Concluding Remarks... NSPRC Advocate

4. Organizational Structure & Overall Status
If this is your first NSPRC meeting then the corporate structure and status may be of interest.
For subsequent meetings, concentrate on the structure and status of your customer technical support organizations
Show escalation paths with names and full contact information.
This is a good opportunity to communicate process improvements concerning customer service to your customer.
Remember that some of the NSPRC members may have changed, even if your organization hasn’t.
Agenda

5. Action Register Items Action Item Number Description Previous Status
Updated status
Agenda

6. Description of hot issue
Hot Issues
Description of hot issue
Reference material such as Call Report numbers, Engineering complaints, etc.
Resolution or plan to move forward
Agenda

7. TL9000 Metric Assessment
TL9000 RESULTS
Agenda

8. TL9000 Summary – (PR Metrics)

9. TL9000 Measurement XYZ TL9000 Measurement XYZ
is not meeting the objective.
Current Worst in Class= ___
Current Best in Class = ___
Current Industry Average/NSPRC Objective = ____
Current Performance= ___
Why do we not meet the Current Industry Average/NSPRC Objective?
What is the Corrective Action Plan to become compliant with the objective?
XYZ

10. Recommendation Continue daily xxxxx.
Concept was proven in the market for more than 2 years.
Vendor has issued a Technical Bulletin recommending the above changes
Continue to track XYZ performance at NSPRCs
And monitor trends over time
Summary

11. Additional Noteworthy Items
Agenda