COPC

Customer Operations Performance Center

SAN'S MISSION Level
COPC Requirement Demonstration ; Doccument Action to be taken SAN Action to be taken Score
staff Mgr AD
Page

1.0 Leadership and Planning (300 Points) CEO VISION 2011 14

1.1 Statement of Direction (70 Points) 15
The CPS must have a documented statement of overall direction
( e.g., vision, mission, or purpose )
that clarifies its commitment to clients and end-users
1. The CSP's statement of direction must address
one or more of the following
a) Client Satisfaction 4) Quality of Service Going to TQA, COPC-2000 Framework
b) End-User Satisfaction 5) Convergence Focus by Segmentation Focus High Value group
c) Service 4) Quality of Service Going to TQA
d) Quality 4) Quality of Service Going to TQA
e) Sales ( Revenue ) 1) Network Expansion & Technology - Project Roll Out Team
6) Content Development & Digital Media
7) Regional Strategy - Project Roll Out Team
9) Growth & Bottom-line - Monthly Meeting
Installation / Maintenance

f) Cost 10) People / Organization 4 C Culture Innovation

2. The CSP must ensure Department communication to staffs Management Monthly
management and employee behavior is aligned with the SOD Review Meeting with staffs √ √ √
3. The CSP must ensure individual departments Join BSC items Management Monthly
work together effectively and that their goals Review Meeting with Cross departments
and actions are aligned with the SOD and with each other
1.2 Business Planning (60 Points) 15
The CSP must have and use a documented approach
for developing annual business plans and implement
and review performance to the plans
1. The CSP's process for developing its Annual Entity
and Department Business Plans must incorporate an analysis of
a) All requires metrics listed in Exhibits 1, 2 and 3
b) Emerging new product and service opportunities
c) Contact avoidance oppotunies and their potential impacts
on end-user satisfaction and cost
d) Social Media opportunities and their potential impacts
on end-user satisfaction and cost
2. The CSP's Annual Entity and / or Department Plans must detail
the CSP's Social Media approach which includes
a) The level of involvement the CSP may or may not undertake
in Social Media
b) If the CSP particciaptes in Social Media
(i) The sites to be monitored and the frequency of this monitoring
(ii) The criteria used to determine which types of transactions the
CSP will either respond to or send to the appropriate
individuals /departments
(iii) The processes to be used to ensure the appropriate
1. Sites are effectively monitored
2. Transactions are effectively identified and proessed
3. The CSP's process for developing it Annual Entity and Department
Business Plans must ensure
a) Entity and department plans are consisstent with
and supportive of each other
b) Managers and supervisors understand their specific responsibilities
in carrying out the actions in the plans
1.3 Target Setting (60 Points) 17
The CSP must have an approach for setting targets for all required metrics listed
in Exhibition 1. 2 and 3 that ensure high performance and continuous
improvement, where continuous improvement would drive end-user satisfaction
or finance results
1. For all required metrrics, targets must be clearly identified
and enough data must be provided to discern trends
2. The CSP must set targets at high performances level
unless these are in conflict with the entity's SOD
3. Comparative data must be updated every two years
4. Targets should be periodically reviewed and
where performance is routinely better than target
and continuous improvement would drive end-user satisfaction
or financial results, target must be improved
1.4 Reviewing Business Performance (70 Points) 18
The CSP must have and use a documented approach
for reviewing performance to business plans and targets
1. Targets and performance must be Known by appropriate personnel

a) This includes the requirement that the appropriate

CSP personnel understand the statistical validity
of the metrics they use that are based on samples.
This understanding must include knowledge on the precision
( confidence interval ) of the sampled performance results
2. The Approach for reviewing performance must include
a) Formal monthly analysis of performance to business plans
and targets for all required metrics
b) Lead to Actions if results fall below targets
c) The CSP must be able to demonstrate
sustained improvement as a result of its Action
1.5 COPC Framework Review (40 Points 19
The CSP must perform a comprehensive review of its implementation and use of
the COPC Framwork
( management system ) at least annually, and must take actions
to address deficiencies and gaps identifiedd in this review
1. At a minimum, the COPC Framwork review must
a) Be conducted annually
b) Assess compliance to all requirements
of the COPC-2000 CSP Standard
c) Yield findings that include documented evidence fo "compliance"
and " non-compliance" to the COPC-2000 CSP Standard
and opportunities for improvement for both processes
and performance

2. The CSP uust implement corrective actions for areas

of " non-compliance " which represent deficiencies and gaps
in meeting the reqquirements of the COPC-2000 CSP Standard
Dear Team
from meeting on 28/Mar;that we discuss about COPC Requirement
Pls, see attached file for Draft of base line check list ;mapping with requirement release 5.0
pls. help to review and comment ;and use for your mapping

COPC
Customer Operations Performance Center

COPC Requirement Demonstration;Doccument

1.0 Leadership and Planning (300 Points)

1.1 Statement of Direction (70 Points)
1.2 Business Planning (60 Points)
1.3 Target Setting (60 Points)
1.4 Reviewing Business Performance (70 Points)
1.5 COPC Framework Review (40 Points
2.0 Processes (800 Points)
2.1 Managing Change (80 Points)
2.2 Processes, Procedures and Methodology (120 Points)
2.3 Corrective Action and Continuous Improvement (90 Points)
2.4 Transaction Monitoring (120 Points)
2.5 Forecasting, Staffing, and Scheduling (120 Points)
2.6 Compliance (60 Points)
2.7 Technology (60 Points)
2.8 Key Supplier Mangement (40 Points)
2.9 Business Continuity Planning (40 Points)
2.10 Reporting and Data integrity (70 Points)
3.0 People (500 Points)
3.1 Defining Jobs (60 Points)
-Clear JD show min. for work JD;
-Have skill mapping /each position Show that what need of each position
-Knowledge mapping/each position
3.2 Recruiting and Hiring (80 Points)
-Clear List of min. Hiring requirement
-Have Hiring Procedure show how to
-Data show success of Hiring
-Performance control ;On-time,Quality
3.3 Training and Development (80 Points)
-Show staff hiring under min. skill
-Formal Training mapping for staff min. skill
-Show methodology for train ;classroom;OJT etc.
-List of specific skill mapping
-Identification who authorize for train
-Define verification item
-Do they have formal retrain for existing staff
-How they measure and manage training Quality
-Do they have clear career plan for staff
3.4 Verifying Skill and Knowledge (90 Points)
-Do they verify min. skill before doing work
-Do they link performance threshold to min. require
-Do they have doccument show(exam)
-How they manage Fail staff;clearly action plan
-How they manage for temporary staff in same role
-Do they have clear methodology for Re-verification
-How they manage train for any change
3.5 Staff Perfornance Management (50 Points)
 -How identify staff performance support SOD
-Do they identify performance review clearly
*Quarterly base;objective;improve point
-How they ensure staff effective improvement
-Do they conduct annually performance review
-Do they link perf. With skill ,knowledge verification
and monitoring
3.6 Managing Staff Feedback (50 Points)
-Do they have clear approach for proactive feedback
*quarterly;opportunity to improve
-Do use attribute of attrition,absenteeism,and staff
sat. for key driver
-Do they have staff SAT. survey (staff&Supervisor)
-Do they have quarterly review and analyze feedback
-Do they clearly plan for corrective action and develop
for high potential feedback
-How they ensure effectiveness of action plan
3.7 Staff Attrition and Absenteeism (90 Points)
-Do they clearly setting target for Attrition and Absenteeism
*how they set target;cost;impact;cust sat
*Data update (2 years)
-Do they link attrition rate with Recruitment perf.
-Do they clarify measure by staff category
-Report by Annualized percentage
-All include cover scope requirement
-Do they measure and review quarterly
4.0 Performance (1400 Points)
4.1 End-User Satisfaction and Dissatisfaction (280 Points)
4.2 Client Satisfaction and Sissatisfaction (100 Points)
4.3 Service Performance (180 Points)
4.4 Quality Performance (180 Points)
4.5 Sales Performance (180 Points)
4.6 Efficiency and Cost Performance (180 Points)
4.7 KSP Performance (100 Points)
4.8 Achieving Results (200 Points)

Page1
 Level
Action to be taken Score Page
staff Mgr AD
14
15
15
17
18
19
20
20
22
23
24
27
30
31
33
34
35
36
36

37

38

39

40
41

42

43
43
44
46
47
48
49
50
51
COPC
Customer Operations Performance Center
Demonstration; Action to
COPC Requirement Doccument be taken
2.0 Processes (800 Points)
2.1 Managing Change (80 Points)
2.2 Processes, Procedures and Methodology (120 Points)
2.3 Corrective Action and Continuous Improvement (90 Points)
2.4 Transaction Monitoring (120 Points)
2.5 Forecasting, Staffing, and Scheduling (120 Points)
2.6 Compliance (60 Points)
2.7 Technology (60 Points)
2.8 Key Supplier Mangement (40 Points)
2.9 Business Continuity Planning (40 Points)
2.10 Reporting and Data integrity (70 Points)
 Level
Score Page
staff Mgr AD
20
20
22
23
24
27
30
31
33
34
35
COPC
Customer Operations Performance Center

COPC Requirement
3.0 People (500 Points)
3.1 Defining Jobs (60 Points)
-Clear JD show min. for work
-Have skill mapping /each position
-Knowledge mapping/each position
3.2 Recruiting and Hiring (80 Points)
-Clear List of min. Hiring requirement
-Have Hiring Procedure show how to
-Data show success of Hiring
-Performance control ;On-time,Quality
3.3 Training and Development (80 Points)
-Show staff hiring under min. skill
-Formal Training mapping for staff min. skill
-Show methodology for train ;classroom;OJT etc.
-List of specific skill mapping
-Identification who authorize for train
-Define verification item
-Do they have formal retrain for existing staff
-How they measure and manage training Quality
-Do they have clear career plan for staff
3.4 Verifying Skill and Knowledge (90 Points)
-Do they verify min. skill before doing work
-Do they link performance threshold to min. require
-Do they have doccument show(exam)
-How they manage Fail staff;clearly action plan
-How they manage for temporary staff in same role
-Do they have clear methodology for Re-verification
-How they manage train for any change
3.5 Staff Perfornance Management (50 Points)
-How identify staff performance support SOD
-Do they identify performance review clearly
*Quarterly base;objective;improve point
-How they ensure staff effective improvement
-Do they conduct annually performance review
-Do they link perf. With skill ,knowledge verification
and monitoring
3.6 Managing Staff Feedback (50 Points)
-Do they have clear approach for proactive feedback
*quarterly;opportunity to improve
-Do use attribute of attrition,absenteeism,and staff
sat. for key driver
-Do they have staff SAT. survey (staff&Supervisor)
 -Do they have quarterly review and analyze feedback
-Do they clearly plan for corrective action and develop
for high potential feedback
-How they ensure effectiveness of action plan
3.7 Staff Attrition and Absenteeism (90 Points)
-Do they clearly setting target for Attrition and Absenteeism
*how they set target;cost;impact;cust sat
*Data update (2 years)
-Do they link attrition rate with Recruitment perf.
-Do they clarify measure by staff category
-Report by Annualized percentage
-All include cover scope requirement
-Do they measure and review quarterly
 Action to Level
Demonstration;Doccument Score Page
be taken staff Mgr AD
36
36
JD;
Show that what need of each position

37

38

39

40

41
e feedback
e feedback
and develop

42
and Absenteeism
COPC
Customer Operations Performance Center
Demonstration;
COPC Requirement Doccument
4.0 Performance (1400 Points)
4.1 End-User Satisfaction and Dissatisfaction (280 Points)
4.2 Client Satisfaction and Sissatisfaction (100 Points)
4.3 Service Performance (180 Points)
4.4 Quality Performance (180 Points)
4.5 Sales Performance (180 Points)
4.6 Efficiency and Cost Performance (180 Points)
4.7 KSP Performance (100 Points)
4.8 Achieving Results (200 Points)
Action to be Level
Score Page
taken staff Mgr AD
43
43
44
46
47
48
49
50
51