An interview format used to help position and direct questions

1. ΔBusiness Definition Δ Strategic Direction Δ Core Strategies Candidate Introduction Barry Hammond

2. Business Definition Δ Strategic Mission Δ Core Strategies Barry Hammond

3. Defining The Purpose Value Performance Δ Vision Δ Business Analysis Δ Training Δ Process Improvement Δ Cross Team Building Δ Due Diligence Δ Respond, triage, analyze problems through to their resolution. Δ Collaborate with business units, IS and QA to solidify acceptable problem management processes. Delivery Control Delivery Carry out management of the client services function. Define service levels and monitor performance. Responsible for specification, agreement and application of standards and for resolution of clients’ problems. Δ Change agent to imbed excellence within a team Δ Drive satisfaction by the customer to each interaction Δ Connect passions to a company’s vision Δ Implement SRP of excellence in customer care Δ Training strategy on verbal and action communication Control

4. Tactics Standards and Metrics are relegated by the terms of a SLA between the business and Client Services. These standards of service levels determine the STANDARD by which usual and customary response and/or to resolution of a client’s problem. To adequately determine if these levels are met statistics and metrics are utilized to measure performance. When these categories are measured in minutes against the SLA a sliding metric for each statistic can be formulated over time to determine the SLA measurement is both a reasonable STANDARD by time and complexity. Total Open to Total Close Total Open to 1st Contact 1st Contact to Total Close

5. Value Individual awards for going up & beyond the scope of the position Teaming awards for executing high project performance. $3,000 /unit cost reduction while reducing energy requirements and instrument size.

6. Passion Your team coming to work every day with ideas about how to make a difference Jumping out of bed in the morning enthusiastic about the day ahead… Yes! I am excited to do this today!” Passion meets purpose when business objectives are met. Passion and purpose leads to the other “p” that you need – persistence. If there’s no love in what you do (or at least like it a lot) there is no motivation to persist. With out persistence, the success rate is nil.

7. Engagement Virtual Multi-cultural Employees Teams A culture of positive engagement can make the impossible an every day experience. External Customers Internal Clients