Vendor Communications
Conference – May 3-4
AT&T Quality Assurance (AQA)
Paul Frederick
Area Manager
Center For Learning
Irving, TX
© 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
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Topics
 2009/2010 Vendor Performance Expectations
 2010 Top Performers
 2011 Chairman’s Priorities
 2011 Vendor Performance Expectations
 2011 Vendor Caused Outages Review
 Key Take Away Messages
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© 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
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What were the 2009/2010 vendor performance expectations?
1. Zero Defects (ZD)
DEFECTS
OUTAGES
2. Zero Outages (FCC, PUC, CAI and Non CAI)
3. 95% or greater Overall Performance Scores (OPS)
4. Timely completion of work (OTD)
5. Process Compliance
6. Strategic Partnership
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© 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
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How well did vendors achieve 2009/2010 expectations?
Mobility and Wireline’s data was combined for the 2010 results
Consistently improve Performance on all “Big Rocks” dimensions
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© 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
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Vendors who exceeded 2009/2010 expectations
 Telecom Technicians Inc (TTI)
 Gonzales
 KNK
 Telecom Expertise Ind. (TXI)
Congratulations! Keep up the good work!
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© 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
What are our Chairman’s 2011 Priorities?
We expect our Vendor partners to be “best in class” as they are key enablers of
AT&T’s success
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© 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
How can vendors help achieve Chairman’s
priorities?
1. Zero Vendor Caused Outages
2. Zero Defects (ZD)
DEFECTS
OUTAGES
3. 95% or greater Overall Performance Scores (OPS)
• Continuously elevate performance using Innovation
4. 100% On Time Delivery-Scalable Workforce, Process & Supply Chain
5. Full Process Compliance through in depth knowledge
• Comply 100% with AT&T Training (e.g. Ask Yourself, New MOP)
6. Strategic Partnership
• Strengthen Strategic Partnership with AT&T by only accepting and
delivering jobs that meet our expectations
Consistently meet all vendor performance expectations!
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© 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
What can Vendors do immediately to help AT&T succeed?
SVP’s challenge, Target = Zero Vendor Caused Outages
TOTAL VCOs
YEAR
TOTAL
*4 Months
2011
16*
Quickly stop the recent spike in outages, with special focus on Mobility
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© 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
What is the Key Take Away Message from AQA?
• In 2010 we had 4 vendors that consistently met AT&T’s
expectations. In 2011 we would like to see all of our vendors in this
elite group
• In 2011, our Chairman has put in place some very aggressive
priorities to delight our customers and win in the market place. To
help us achieve these priorities, we would like you to:
• Align your operations around our Chairman’s priorities
• Continuously assess and improve performance to meet or exceed
expectations
• Apply Ask Yourself and the new MOP process to eliminate outages
in AT&T offices
• Use the “4 Eyes” concept to eliminate defects getting to AT&T and
our end customers
• Be a reliable partner that has the capability to scale workforce,
processes and supply chain to volume fluctuations
• We are here as partners to help you succeed. We have AQA
resources to help you meet our expectations. So please reach out
and ask for help!
“Defect Free and On time with No Outages”
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© 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
How are we structured?
WEST + AK, HI, GU
EDWARD G. ENGLISH
925-823-4300
[email protected]
NORTHEAST
JIMMY DAVIS
770-992-2438
[email protected]
NORTH CENTRAL
MICHAEL P.
NOLAN 262-5238705
[email protected]
WA
ME
ND
MT
VT
MN
OR
WI
SD
ID
NY
MI
WY
NE
IL
NV
UT
OH
IN
MD
WV
CO
CA
MO
KS
NJ NYC
PA
IA
VA
KY
NC
TN
AZ
OK
NM
SC
AR
MS
TX
AL
GA
LA
FL
HI
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SOUTH CENTRAL
PAUL D.
FREDERICK
214-464-0905
[email protected]
SOUTHEAST & VIRGIN
ISLANDS/PUERTO
RICO
MICHAEL J. CASSIDY
408-980-2313
[email protected]
© 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement
NH
MANH
CT RI
DE
DC
Q and A
Zero Defects after Job Is Complete
+
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© 2011 AT&T Intellectual Property. All rights reserved. AT&T and the AT&T logo are trademarks of AT&T Intellectual Property.
AT&T Proprietary (Internal Use Only) Not for use or disclosure outside the AT&T companies except under written agreement