1. TIME WARNER CABLE CINCINNATI RESIDENTIAL ACCOUNT COORDINATOR (RAC)PROGRAM (RAC)PROGRAM

2. TIME WARNER CABLE CINCINNATI RAC PROGRAM Environment: Need to Focus on Customer Prep for Competition Prep for Competition New Products New Products

3. TIME WARNER CABLE RAC PROGRAM When the moments of truth go unmanaged, the Quality of Service regresses to Mediocrity.

4. TIME WARNER CABLE CINCINNATI RAC PROGRAM Objectives: Do the RIGHT things Do the RIGHT things E liminate all negatives in the connect flow interface with customersupgrades/new customer E liminate all negatives in the connect flow interface with customersupgrades/new customer O ptimize the customers current aduio/video configuration to optimize the value of our products O ptimize the customers current aduio/video configuration to optimize the value of our products

5. TIME WARNER CABLE CINCINNATI RAC PROGRAM Objectives: Do the RIGHTthings Educate members of household in benefits and operation of equipment Educate members of household in benefits and operation of equipment Project a positive, consistent image of company Project a positive, consistent image of company Enable relationship building with skilled communicators Enable relationship building with skilled communicators

6. TIME WARNER CABLE CINCINNATI RAC PROGRAM Objectives: Do the RIGHTthings Maximize initial and long-term takeout Maximize initial and long-term takeout Create, infuse marketing culture in technical operations Create, infuse marketing culture in technical operations Get techs selling on service calls Get techs selling on service calls

7. TIME WARNER CABLE RAC PROGRAM There is no way to ensure Quality or Uniformity in the absence of a detailed design.

8. TIME WARNER CABLE CINCINNATI RAC PROGRAM Strategies: Strategies: Service engineering design model On Stage vs Behind the Scenes On Stage vs Behind the Scenes – On Stage In-house Customer Interface Back of the set Audio/Video configuration – Backstage Outside Wiring Spec-up Mud and Dirt, etc.

9. TIME WARNER CABLE CINCINNATI RAC PROGRAM Strategies: Strategies: The RIGHT people Profiled, Recruited, and Trained Correct Personnel Profiled, Recruited, and Trained Correct Personnel – T echnically P roficient (Spec Tech) wiring signal AOs – S ales/ S ervice O riented (RAC) Customer Interface Comfortable with people Sales Proficient

10. TIME WARNER CABLE CINCINNATI RAC PROGRAM Strategies: Strategies: Processes to match design Redesigned Dispatch Redesigned Dispatch – Accomodates duo – Increases efficiencies – 90% connects done by RAC – MDUs by solo RAC – Real-time dispatching

11. TIME WARNER CABLE CINCINNATI RAC PROGRAM Strategies: Strategies: Transfer skill-sets Sales Supervisors hire and train Sales Supervisors hire and train – S ales supervisors and sales people – T rain and support RACs and Techs – I ncentives – C ross-functional integration – C ampaigns, promotion training – A dministration and execution

12. TIME WARNER CABLE CINCINNATI RAC PROGRAM Tactics: Tactics: Sharp and Motivated Distinguishing Uniform Distinguishing Uniform – Polo shirts, khakis Hourly employees + Hourly employees + – ($11.00) – Commission structure layer – $3.00 to $5.00 per upsell Drive Company Vehicles Drive Company Vehicles – Clean, new (not castaways)

13. TIME WARNER CABLE CINCINNATI RAC PROGRAM Tactics: Tactics: Resources and Tools Equipped with box of tools Equipped with box of tools – Offers to leverage trial – 45+ minutes assigned for time – Supplemental training for alll audio/video configurations Customer guard lowered Customer guard lowered – Tech look – Explanation of bill and prorates reduces call to 3-4%

14. TIME WARNER CABLE CINCINNATI RAC PROGRAM Cost Assumptions: Cost Assumptions: Customer Investments Only six or seven additional headcount to deploy Only six or seven additional headcount to deploy – Total time in home same between Spec/RAC Recruited from trained conversion reps Recruited from trained conversion reps Static supervisor headcount Static supervisor headcount

15. TIME WARNER CABLE CINCINNATI RAC PROGRAM Results: Results: Average incremental Lift per total install Average incremental Lift per total install – Pay to Basic41% – Digital lift6.5 % – High speed data2.1% – Subscription on demand13% – Lift per work order$8.43

16. TIME WARNER CABLE CINCINNATI RAC PROGRAM Gravy Spillover Results: Gravy Spillover Results: Respect and understanding of marketplace dynamics and efforts Enlightened Rapid Growth of Sales/Marketing Culture in Technical Operations Rapid Growth of Sales/Marketing Culture in Technical Operations – 40.0% of technicians now actually sell – Greater technician retention – Greater RAC retention – Overall morale and total customer interface better

17. TIME WARNER CABLE CINCINNATI RAC PROGRAM Gravy Spillover Results: Gravy Spillover Results: More Wins than Expected Creative Flexibility for Swat-Team Special Projects Creative Flexibility for Swat-Team Special Projects – New build/MDU turn on – Instant install field programs – Audit/sell sweeps Additional Supervision Developed from Technical Ranks Additional Supervision Developed from Technical Ranks – Career path options for both sides – Attitude changes RACs have non-union professional mentality and are major portion of technical base RACs have non-union professional mentality and are major portion of technical base