Release 3 4 Gold and Base Blank Eval Tool

COPC Insert Corporate DesignationCorp Address 1Corp Address 2

City, State or Province Postal CodeOffice: Telephone Fax: Fax

www.copc.com

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Entity Name

Location

Audit Type, Release 3.4 Choose Version

Date

Auditors:Auditor NameAuditor NameAuditor Name

© 2004 Customer Operations Performance Center Inc. Version 3.4 Gold and Base July 2004 1

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Definition of the Entity

Company, Location, Service, Program as applicable

Comprehensiveness of the Audit

This is an on-site review of all 34 Items of the COPC-2000 Standard Release 3.4 Base.

COPC interviewed and/or observed management and staff and audited transactions.

Score

Entity is compliant in Items.

Performance results indicate % of metrics meet or exceed targets and % of metrics meet, exceed or show sustained improvement.

Auditors

Audit date

Key

Gold and Base Requirement

Gold Requirement

Base Requirement

Notes on Format

Scoring—Certification Scoring—Baseline/Benchmark

C = Compliant 3 = Compliant

NC = Not Compliant 2 = Approach only Compliant

1 = Not Compliant

0 = Nothing Currently Done

NA = Not Applicable

COPC Comments on Compliance

Actions to Achieve Compliance - These are noted in the document as “ATAC”. These are actions that must be implemented in order for the associated Item to be compliant.

Actions Required to Maintain Compliance – These are noted in the document as “ARTMC”. These are aspects of the COPC-2000 Standard to which COPC will pay particular attention in the next audit and must be corrected within days. These are either (1) reminders to Entity Name to closely monitor, based on COPC’s experience; (2) areas where Entity Name is “borderline” compliant; or (3) minor corrective actions that should be implemented in a timely manner by . ARTMCs were identified during this Audit.

Audit Decision

NA


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CATEGORY 1.0: Leadership and Planning

1.1 Statement of Direction NA NACompliance: Overall NA Statement NA Staff Knowledge NA Behavior NA Work Together NACompliance: Overall NA Statement NA Staff Knowledge NA Behavior NA Work Together NA

Evidence ATACs/ARTMCs

1

The statement must address one or more of: client and end-user satisfaction, service, quality, or cost

BaseATACs NAARTMCs NA

GoldATACs NAARTMCs NA

NA1 The statement must address:

1.aClient and end-user satisfaction NA

1.bService (e.g., cycle time) NA

1.cQuality (e.g., accuracy) NA

1.dCost/efficiency (e.g., cost per call) NA

280% demonstrate understanding NA

3Behavior aligned with Statement of Direction NA

4Departments work together and goals and actions aligned NA


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1.2 Strategic and Annual Planning Processes NACompliance: Overall NA Strategic Plan NA Category 4.0 Metrics NA Consistent NA


1Market trends, ect. Base and Gold

ATACs NAARTMCs NA

NA

2Annual plan includes analysis of Category 4.0 metrics NA

3 Process for developing plans must ensure that:

3.aStrategic plan basis for entity and department plans NA

3.bEntity and department plans consistent and supportive NA

3.c Managers and supervisors understand responsibilities NA


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1.3 Business Strategies and Plans NACompliance: Overall NA Strategic NA Entity NA Department NA


1

The strategic plan must: Base and GoldATACs NAARTMCs NA

Address a time horizon of at least two years NAInclude “end-state” objectives NAThe entity plan must contain:

2.aQuantified financial targets NA

2.bQuantified non-financial targets NA

3.aActions for each target NA

3.bMilestones for implementing the actions NA

3.cManagers responsible for implementation NADepartment plans must contain:

2.a Quantified financial targets NA

2.b Quantified non-financial targets NA

3.a Actions for each target NA

3.b Milestones for implementing the actions NA

3.c Managers responsible for implementation NA


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1.4 Reviewing Performance NA NACompliance: Overall NA Monthly NA Inconsistencies NA Corrective Actions NA

Performance Improvements NACompliance: Overall NA Monthly NA Inconsistencies NA Corrective Actions NA

Performance Improvements NAEvidence ATACs/ARTMCs

The approach for reviewing the plans must include:



1Formal quarterly analysis of performance to plans NA

1Formal monthly analysis of performance to plans NA

2No inconsistencies NA

3Corrective action plans NA

4Performance improvement NA


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1.5 Management System Review NACompliance: Overall NA Management System NA Minimum Review NA Corrective Actions NA


1Management system Base and Gold

ATACs NAARTMCs NA

NA2 The review must:

2.aConducted annually NA

2.bAssess compliance to all requirements NA

2.cDocumented evidence of “compliance” and “non-compliance” NA

3Implement corrective actions NA


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CATEGORY 2.0: Processes

2.1 Developing New CSP End-User Servicing Capabilities

NA

Compliance: Overall NA Gather Information NA Filter Criteria NA Development NA Evidence ATACs/ARTMCs

1Gather information Base and Gold

ATACs NAARTMCs NA

NA

2Filter criteria NA

3Development of new capabilities NA


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CATEGORY 1.0: Leadership and Planning

2.2 Implementing New Products, Services, Programs, and Clients

NA

Compliance: Overall NA Approach NA Timeliness Metric NA Evidence ATACs/ARTMCs

1 Approach must include: Base and GoldATACs NAARTMCs NA

1.aDefining client requirements and targets NA

1.bMetrics required by clients and Standard NA

1.cProcesses meet targets NA

1.dTimeline for logistics NA

1.eAudit NA

2 Timeliness of implementation

2.aThird-party CSP metric NA

2.bInternal CSP metric NA

2.c Actions NA

2.b Target NA


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2.3 Process Control NA NACompliance: Overall NA KCRPs In Control KCRPs Out of Control

KCRPs Not Audited Root Cause NACompliance: Overall NA KCRPs In Control KCRPs Out of Control

KCRPs Not Audited SPC NA Reduction of Variation NAEvidence ATACs/ARTMCs

KCRP 1 - BaseATACs NAARTMCs NA


1High probability of achieving requirements and targets NA

2.aProcedures performed as intended NA

2.bProcedures performed in a consistent manner NAKCRP 2 -








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1 High probability of achieving requirements and targets


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NA










2.a Procedures performed as intended


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NA










2.b Procedures performed in a consistent manner


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NAKCRP 14 -











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1 High probability of achieving requirements and targets


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NA


2.bProcedures performed in a consistent manner NA

3Use of Statistical Process Control to manage/reduce variation NA

3Use of root cause analysis approach NA

4Variation reduced to an acceptable level NA


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2.4 Process Improvement NA NACompliance: Overall NA Structured Approach NA Improved Performance NA Number of Examples Compliance: Overall NA Structured Approach NA Improved Performance NA Number of Examples


1.aRoot cause analysis Base

ATACs NAARTMCs NA


NA

1.bShould evaluate processes against benchmarks NA

1Structured approach NA

2Demonstrate performance has improved NA

2.aDemonstrate performance has improved NA

2.bHigh probability targets will be achieved NA


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2.5 Process Audits NACompliance: Overall NA Every Six Months NA Documented Findings NA Key Suppliers NA


1Each KCRP evaluated every six months Base and Gold

ATACs NAARTMCs NA

NA

2Findings documented and corrective action taken NA

3KCRPs performed by Key Suppliers NA


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2.6 Transaction Monitoring NA NACompliance: Overall NA Approach NA Deployment NA Compliance: Overall NA Approach NA Deployment NA

Evidence ATACs/ARTMCs1 Approach must include: Base

ATACs NAARTMCs NA


1.aAll transactions and data entry NA

1.bAttributes; fatal and non-fatal accuracy separate components NA

1.c Monitoring Frequency

1.c.iAt least once per month NA

1.c.iiNew or failing CSRs once a week NA

1.c.iiiFrequency based on accuracy scores NA

1.dMonitoring method NA

1.dMonitoring method includes side-by-side and remote NA

1.e Sample methodology NA

1.f Thresholds NA

1.g Approaches for:

1.g.iRemoval of CSRs who repeatedly perform fatal errors NA

1.g.ii Continuously identifying and correcting


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2.6 Transaction Monitoring NA NACompliance: Overall NA Approach NA Deployment NA Compliance: Overall NA Approach NA Deployment NA

Evidence ATACs/ARTMCsprocess-level issues NA

1.g.iCorrective action, including removal of CSRs NA

1.g.iiAggregating and analyzing on an on-going basis to identify and correct process-level issues NA

1.hCommunicating findings NA

2Quarterly calibration sessions NA

2.aConsistency of evaluations NA

2.bScores reflective of end-user experience NA

2.bScores reflective of end-user experience and consistent with end-user satisfaction results NA


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2.7 Forecasting, Staffing and Scheduling NA NACompliance: Overall NA Compliance: Overall NA


1

Understand historical arrival patterns and forecast future arrival patterns for each type of transaction



NA

1.aAppropriate cycle time NA

2.aMinimize variation for phone and chat intervals NA

2.bMinimize variation for non-phone intervals NA

3 Quantitative model

3.aAverage handle time NA

3.bForecasted arrival patterns NA

3.cTargeted service level NA

3.dShrinkage NA

4Staffing rules described and implemented as designed NA

5 At least semi-annually

5.aEvaluate work rules NA

5.b Change work rules NA


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2.7 Forecasting, Staffing and Scheduling NA NACompliance: Overall NA Compliance: Overall NA


6Staffing plan implemented as designed NA

7Manage schedule adherence (metric not required) NA

7 Measure and manage schedule adherence

7.aPhone and chat NA

7.bNon-phone NA


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2.8 Contingency Planning NACompliance: Overall NA Minor NA Serious NA Well Understood and Clear Targets NA


1Minor service interruptions Base and Gold

ATACs NAARTMCs NA

NA

2Serious disasters – documented plan NA

2.aMaintaining or restoring service NA

2.bEnsuring data security NA

2.cMinimizing downtime NA

3Well understood and clear targets for: NA

3.aTelecom NA

3.bComputers NA

3.cSoftware NA

3.dElectronic transactions NA


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2.9 CUIKA NA NACompliance: Overall NA Collected NA Usable NA Integrity NA Known NA Action NACompliance: Overall NA Collected NA Usable NA Integrity NA Known NA Action NA


1Collected Base

ATACs NAARTMCs NA


NA

2Useable NA

2Useable and targets set at high performance levels NA

3Integrity NA

4Known to Appropriate Personnel NA

5Action Taken NA


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2.10 Data Security NACompliance: Overall NA Policy NA Sensitive/Proprietary NA Procedures NA Verification NA


1Documented policy Base and Gold

ATACs NAARTMCs NA

NA

2Identify sensitive/proprietary data NA

3Documented procedures NA

4Verification NA


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2.11 End-User Privacy NACompliance: Overall NA Policy NA Procedures NA Verification NA Violation NA


1Documented privacy policy Base and Gold

ATACs NAARTMCs NA

NA

2Documented procedures for protecting end-user privacy NA

3Verification NA

4Violation considered fatal error NA


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2.12 Data and Information Availability and Update

NA

Compliance: Overall NA Approach NA Deployment NA Evidence ATACs/ARTMCs

1 The process used must include mechanisms for: Base and GoldATACs NAARTMCs NA

1.aHow provide data NA

1.bMaking changes NA

1.cCommunicate changes and verify understood NA

1.dPrevent unauthorized revisions NA

1.eRemove obsolete data NA


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CATEGORY 3.0: People

3.1 Defining Jobs NA NACompliance: Overall NA # KCR Jobs Compliant # KCR Jobs Not Compliant

# KCR Jobs Not Audited Compliance: Overall NA # KCR Jobs Compliant # KCR Jobs Not Compliant

# KCR Jobs Not Audited Evidence ATACs/ARTMCs

Staff Performing transaction monitoring and staff performing training and development are included as KCR jobs.



KCR Job 1 -

1Appropriate NA

1All skills and knowledge NA

2Verifiable NAKCR Job 2 -

1Appropriate NA



1Appropriate NA


2 Verifiable NA


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KCR Job 4 -

1Appropriate NA



1Appropriate NA



1Appropriate NA



1Appropriate NA

1 All skills and knowledge NA


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1Appropriate NA


2Verifiable NA


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3.2 Recruiting and Hiring NA NACompliance: Overall NA List Requirements NA Recruiting and Hiring NA High Probability NACompliance: Overall NA List Requirements NA Recruiting and Hiring NA High Probability NA

Evidence ATACs/ARTMCsStaff Performing transaction monitoring and staff performing training and development are included as KCR jobs.



KCR Job 1 -

1List requirements NA

2Recruiting and hiring approaches NA

3High probability NAKCR Job 2 -







1 List requirements NA


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1 List requirements NA


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3High probability NA


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3.3 Training and Development NA NACompliance: Overall NA # KCR Jobs Compliant # KCR Jobs Not Compliant






KCR Job 1 -

1Minimum skills and knowledge NA

2.aSetting NA

2.bSpecific skills and knowledge NA

2.cAuthorized Personnel NA

2.dDesired outcome NA

3Retraining NAKCR Job 2 -


2.aSetting NA


2.c Authorized Personnel NA


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2.aSetting NA






2.aSetting NA




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2.aSetting NA






2.aSetting NA




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2.aSetting NA






2.aSetting NA




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3Retraining NA


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3.4 Verifying Skills and Knowledge NA NACompliance: Overall NA # KCR Jobs Compliant # KCR Jobs Not Compliant






KCR Job 1 -

1All minimum skills and knowledge NA

2.aThresholds NA

2.bDocumentation NA

2.cAction plans NA

2.dAnnual re-verification NA

2.eRe-verification following changes NA

3.aMultiple observations with sign-off – initial verification NA

3.bMultiple observations with sign-off – annual re-verification NAKCR Job 2 -

1 All minimum skills and knowledge NA


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2.aThresholds NA

2.bDocumentation NA

2.cAction plans NA






2.aThresholds NA

2.bDocumentation NA

2.cAction plans NA

2.d Annual re-verification


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NA





2.aThresholds NA

2.bDocumentation NA

2.cAction plans NA



3.a Multiple observations with sign-off – initial verification NA


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2.aThresholds NA

2.bDocumentation NA

2.cAction plans NA






2.a Thresholds


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NA

2.bDocumentation NA

2.cAction plans NA






2.aThresholds NA

2.bDocumentation NA

2.cAction plans NA

2.d Annual re-verification NA


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2.aThresholds NA

2.bDocumentation NA

2.cAction plans NA




3.b Multiple observations with sign-off – annual re-verification


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NA


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3.5 Staff Performance Measurement NA NACompliance: Overall NA Done Annually NA Consistent with 3.4 and 2.6 NA Support SOD NA Compliance: Overall NA Done Annually NA Consistent with 3.4 and 2.6 NA Support SOD NA

Evidence ATACs/ARTMCsStaff Performing transaction monitoring and staff performing training and development are included as KCR jobs.



1Done annually NA

2Evaluations consistent with 3.4 and 2.6 NA

3

Should support/not work at cross purposes with SOD and targets NA


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3.6 Compensation and Recognition NACompliance: Overall NA


1Consistent with statement of direction Base and Gold

ATACs NAARTMCs NA

NA2 Where there are financial incentives

2.aInclude components NA

2.bService, quality, and/or satisfaction pervasive at other levels NA


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3.7 Work Environment NACompliance: Overall NA


1Physical working conditions Base and Gold

ATACs NAARTMCs NA

NA

2Morale, health, safety, and ergonomics NA


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CATEGORY 4.0: Performance

4.1 Client Satisfaction and Dissatisfaction NA NACompliance: Overall NA Satisfaction NA Dissatisfaction NACompliance: Overall NA Satisfaction NA Dissatisfaction NA

Evidence ATACs/ARTMCsSatisfaction Base

ATACs NAARTMCs NA


1 Quantified at levels

1.aOverall sat NA

1.bSat with specific attributes NA

2Measured annually NA

2Measured semi-annually NA

3Targets NA

4Data gathered from 80% of clients and sample of 20% NA

5

If clients don’t respond and have proactively used every effort, there is sufficient data to manage the business NA

6.aAll client staff who have significant influence on relationship NA

6.bAll client staff who have significant interaction with the CSP NADissatisfaction


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4.1 Client Satisfaction and Dissatisfaction NA NACompliance: Overall NA Satisfaction NA Dissatisfaction NACompliance: Overall NA Satisfaction NA Dissatisfaction NA


6 7Defined broadly NA

7 8Measured at program, client, and entity levels NA

8.a 9.aCollected on an on-going basis NA

8.a.i 9.a.iTracked and recorded by cause or symptom NA

8.a.ii 9.a.iiAnalyzed quarterly NA

8.b 9.bCollected from 100% of clients and programs NA

8.c 9.cTake action on all client complaints NA

8.c.i 9.c.iProcess for responding NA

8.c.ii 9.c.iiTracking of on-time NACUIKA NA


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4.2 End-User Satisfaction and Dissatisfaction NA NACompliance: Overall NA Satisfaction NA Dissatisfaction NACompliance: Overall NA Satisfaction NA Dissatisfaction NA


1

Quantitatively assess relative importance of attributes which drive satisfaction and dissatisfaction



NA2 Quantified at levels

2.aOverall sat and dissat - entity NA

2.aOverall sat and dissat - client NA

2.aOverall sat and dissat- program NA

2.aOverall sat and dissat - CSR NA

2.bSat and dissat with specific attributes - entity NA

2.bSat and dissat with specific attributes - client NA

2.bSat and dissat with specific attributes - program NA

2.bSat and dissat with specific attributes - CSR NA

3Measured and analyzed every six months NA

3Measured monthly and analyzed quarterly NA

4 Targets consistent with SOD NA


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5Representative sample NA

6Data obtained from 80% of programs, clients, or end users NA

6If client refuses, data obtained from a majority of programs

7All types of end-user transactions in proportion NA

8 If client refuses

8.aProve have used every effort on on-going basis at least annually NA

8.b.iData obtained from a majority of programs OR NA

8.b.ii Have effective complaint management system

8.b.ii.1Defined broadly NA

8.b.ii.2Measured at program, client, and entity levels NA

8.b.ii.3.aCollected on an on-going basis NA

8.b.ii.3.bTracked and recorded by cause or symptom NA

8.b.ii.3.cAnalyzed quarterly NA

8.b.ii.4 Collected from 80% of programs, clients, or end users and is representative


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Evidence ATACs/ARTMCs NA

8.b.ii.5Actions NACUIKA NA


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4.3 Service and Quality Performance NACompliance: Overall NA # Compliant # Not Compliant

# Not Audited Evidence ATACs/ARTMCs

General Requirements Base and GoldATACs NAARTMCs NA

1Metrics for all KCRPs and KSPs NA

2Use on-time, backlog, and accuracy for other KCRPs NA

3Use on-time, backlog, and accuracy for other KSPs NA

4Client-required metrics NA

5Continuous data NA

6Combinations of metrics NA

7Targets consistent with SOD NA

8Targets based on comparative data NAOn Time and Cycle Time

1Define cycle time, no sampling, monitored daily and analyzed monthly NA

2Tracking NA

3 On-time shipping NA


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4ASA NA

5Client-determined staffing NABacklog

1Appropriate buckets NA

2No sampling and average cycles late NAAccuracy

1Appropriate metric NA

2Analyzed monthly NA

3.aFatal error accuracy NA

3.bNon-fatal errors NAProcessing Transactions Direct from Outsourcers

1All required metrics NA

2Causes identified and action taken on controllable causes NAProcessing Exceptions

1 Applied as required NA


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Telecommunications: Blocked Transactions

1.aMinimum of one metric tracked quarterly NA

1.bFrequency increased NAForecasting Volume: Accuracy

1 Two measures

1.aStaffing NA

1.b Scheduling NA

2 All other types of transactions NA


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4.4 Key Supplier Performance NACompliance: Overall NA # Compliant # Not Compliant


Supplier – Telecom Base and GoldATACs NAARTMCs NA

1SLA in place NA

2All Exhibit 1 metrics in place NA

3All KCRPs and KSPs NA

4Analyze quarterly and provide written feedback NA

5Corrective action NASupplier – Internal Help Desk

1SLA in place NA




5Corrective action NASupplier – IS

1SLA in place NA

2 All Exhibit 1 metrics in place NA


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5Corrective action NASupplier – Recruiting

1SLA in place NA




5Corrective action NASupplier – Forecasting

1SLA in place NA




5 Corrective action NA


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Supplier – Training

1SLA in place NA




5Corrective action NASupplier –

1SLA in place NA




5Corrective action NA


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4.5 Process-Level Efficiency NACompliance: Overall NA # Compliant # Not Compliant


Identify all Exhibit 1 KCRPs and any KCRPs that are NOT listed in Exhibit 1 (sub-item 4 requirement)

Base and GoldATACs NAARTMCs NA

KCRP 1 -

1Input:Output NA

2No sampling and analyzed monthly NA

3Appropriate metrics NA

4KCRPs not listed in Exhibit 1 NA

5Client-required efficiency metrics NA

6May combining tracking NA

7Targets consistent with SOD NAKCRP 2 -

1Input:Output NA




5 Client-required efficiency metrics


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NA



1Input:Output NA







1Input:Output NA



4 KCRPs not listed in Exhibit 1


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NA




1Input:Output NA







1Input:Output NA


3 Appropriate metrics


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NA





1Input:Output NA







1Input:Output NA

2 No sampling and analyzed monthly


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NA






1Input:Output NA







1 Input:Output


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NA







1Input:Output NA






7Targets consistent with SOD NA


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KCRP 12 -

1Input:Output NA







1Input:Output NA







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1Input:Output NA







1Input:Output NA






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1Input:Output NA







1Input:Output NA





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1Input:Output NA







1Input:Output NA




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1Input:Output NA







1Input:Output NA



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7Targets consistent with SOD NACUIKA NA


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4.6 Asset Efficiency NACompliance: Overall NA


1Single most relevant metric Base and Gold

ATACs NAARTMCs NA

NA

1.aMeasured and managed at entity or program level NA

2Targets consistent with SOD NACUIKA NA


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4.7 Staff Attrition NACompliance: Overall NA


1Measured by staff category at entity and program levels

Base and GoldATACs NAARTMCs NA

NA

2Includes voluntary and involuntary NA

3Reported as annualized percentage NA

4Includes contractor “temp” staff NA

5Tracking temporary positions NA

6Separate CSRs NA

7Targets NA

8Client metrics NACUIKA NA


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4.8 Staff Satisfaction, Absenteeism, and Safety

NA

Compliance: Overall NA Satisfaction NA Absenteeism NA Safety NAEvidence ATACs/ARTMCs

Satisfaction Base and GoldATACs NAARTMCs NA

1Measured by staff category NA

2Targets NA

3Comparative data NA

4Client metrics NA

5Measured annually and quantified NA

6Measured for indefinite staff NA

7Distinguish CSRS NAAbsenteeism


2Targets NA


4Client metrics NA

8All staff NA

9 Measured and analyzed correctly


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4.8 Staff Satisfaction, Absenteeism, and Safety

NA

Compliance: Overall NA Satisfaction NA Absenteeism NA Safety NAEvidence ATACs/ARTMCs

NASafety


2Targets NA


4Client metrics NA

10Recordable accident rate NACUIKA NA


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4.9 Cost of Poor Quality NA NACompliance: Overall NA Compliance: Overall NA


1Calculation consistent with SOD Gold

ATACs NAARTMCs NA

NA

2Quantified and CUIKA’d for at least one KCRP NA

2Quantified and CUIKA’d for most important KCRPs (at least 50%) NA


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4.10 Achieving Results NA NACompliance: Overall NA Compliance: Overall NA

Evidence ATACs/ARTMCsThe attached Performance Summary Table, which includes Service, quality, Revenue, Cost, and Client and End-User Satisfaction metrics, indicates that is achieving its targets in % of the metrics over the past months and is achieving its targets or demonstrating sustained improvement in % of its metrics. This is Choose One the minimum requirements of the Standard.

ATACs NAARTMCs NA


Release 3 4 Gold and Base Blank Eval Tool

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