Meeting Goals
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Meeting Goals • Improve communication of timelines and priorities between departments • Ensure priorities are updated appropriately • Utilize TestTrack to capture more
*Nursing Homes Magazine 2004 Survey
Questions to Discuss • • • • • • •
How does R&D know what their priorities are? How do other depts. know what’s being worked on? How do we track projects like Vigil Link, WEP firmware if not in TestTrack? How are changes to deadlines communicated? i.e. install dates change How do we know what’s been completed? Who provides the documentation for the new features? How do we know when the new feature is ready for release?
Priorities • Developers – TT Priority • Testers – Bug Priority (i.e. Crash with Data Loss #1)
Installation Performance • • • • •
50 projects completed in FYE2009 Avg. quoted margin 45% Avg. installed margin 54%* Avg. of 10% over quoted margin Approx $320,000 savings *Does not include burdening
Installation Performance
Client Training •
On site training
•
Web training
•
Training videos
•
Proactive system monitoring (first 2 wks live system use) The whole experience with Vigil was
•
Newsletter
•
Proactive calling program
•
FT Client Trainer x 2
excellent. Everyone we dealt with was patient. Out of the 10+ companies I have had to meet with/in-service with for the new project Vigil as far as follow-up, scheduling ease, organization/presentation, and customer service reigned supreme. Silvia Morici, Administrator Norwood Crossing
Quality Checks Criteria
Score (out of 10)
Courteous conduct
9.75
Level of knowledge
10
Level of professionalism
10
Communication skills
9.75
All tasks completed to your satisfaction Overall
9.75 9.85 Responded 16/30
Customer Support • CRM Tracking (Salesforce) • 24 hour support • Proactive system monitoring (quarterly) • Third party client satisfaction survey (IMV) • FT Senior Technical Analyst • FT Customer Support Representative
Operations - Other • ISO 9000 based processes/ procedures • US East Coast presence – Non cross-border shipping for critical components – Reduced travel expenses
• Subcontractor network – 17 current Vigil Approved Contractors
*Nursing Homes Magazine 2004 Survey
Questions to Discuss • • • • • • •
How does R&D know what their priorities are? How do other depts. know what’s being worked on? How do we track projects like Vigil Link, WEP firmware if not in TestTrack? How are changes to deadlines communicated? i.e. install dates change How do we know what’s been completed? Who provides the documentation for the new features? How do we know when the new feature is ready for release?
Priorities • Developers – TT Priority • Testers – Bug Priority (i.e. Crash with Data Loss #1)
Installation Performance • • • • •
50 projects completed in FYE2009 Avg. quoted margin 45% Avg. installed margin 54%* Avg. of 10% over quoted margin Approx $320,000 savings *Does not include burdening
Installation Performance
Client Training •
On site training
•
Web training
•
Training videos
•
Proactive system monitoring (first 2 wks live system use) The whole experience with Vigil was
•
Newsletter
•
Proactive calling program
•
FT Client Trainer x 2
excellent. Everyone we dealt with was patient. Out of the 10+ companies I have had to meet with/in-service with for the new project Vigil as far as follow-up, scheduling ease, organization/presentation, and customer service reigned supreme. Silvia Morici, Administrator Norwood Crossing
Quality Checks Criteria
Score (out of 10)
Courteous conduct
9.75
Level of knowledge
10
Level of professionalism
10
Communication skills
9.75
All tasks completed to your satisfaction Overall
9.75 9.85 Responded 16/30
Customer Support • CRM Tracking (Salesforce) • 24 hour support • Proactive system monitoring (quarterly) • Third party client satisfaction survey (IMV) • FT Senior Technical Analyst • FT Customer Support Representative
Operations - Other • ISO 9000 based processes/ procedures • US East Coast presence – Non cross-border shipping for critical components – Reduced travel expenses
• Subcontractor network – 17 current Vigil Approved Contractors
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