Implementation: SLA & SOP Processes Purpose Strategy Foundation We Deliver Competitive Advantage to our Customer's Global Supply Chain

Implementation:SLA & SOP Processes

Purpose

Strategy Foundation

We Deliver Competitive Advantage

to our Customer's Global Supply Chain

Differentiators

Strategy Foundation

What makes us Different?

Customized Solutions

Quantified Value

Integration

Global Reach

Deployment

“We deliver competitive advantage to our customer’s global supply chain”

Seeing the “Whole Picture”

The “Elephant” Represents the Organization—Its mission, goals, needs, and strategies.

How much of the “Elephant” do you Know before creating a solution?

Can yoursolution be

as good withoutseeing the entire

“Elephant”?

What happens ifyou move forwardwith a partial viewof the “elephant”?

Elephant’sAss


The “Elephant” Represents the Organization—Its mission, goals & strategies, problems, and needs.

How much of the “Elephant” do you Know before creating a solution?

Can yoursolution be

as good withoutseeing the entire

“Elephant”?Probe

Goals

Problem

Needs

“SSP”

(Pain Points)

What happens ifyou move forwardwith a partial viewof the “elephant”?


Thinking, Doing, and Being the “Elephant”

Intimacyis getting

To know the “Whole Elephant”

Customer Expectations

Review withRegional VP of

Sales & Marketing

Documents whatthe customer

expects

CustomerExpectations

Service LevelAgreement (SLA)

On-going Operation

Standard OperatingProcedure (SOP)

Involve Operationsin preparation

Documents Customer’sExpectations

& is the basis forImplementation

Documentsthe SoldSolution

Get CustomerAcceptance and ApprovalOf Solution to be Deployed

Implementation Process

Measurement& Reporting

SLA vs. SOP

What we agree to do How we are to do it

SLA(Service Level Agreement)

Necessary for business to start

Service ExpectationsTermsRatesKPIs (Key Performance Indicators)Relationship Overview

SOP(Standard Operating Procedure)

Can only be derived from an SLA

Process DescriptionProcess MapsDetailed ProceduresCommunicationRatesKPIs

SLA / Goal Alignment Matrix

Goal Alignment Matrix

"See the Elephant"

MissionStrategies

TacticsValues

Customer Motives UTi Motives/Solution How customer defines success12345678

Needs"F"inancial, "S"trategic, "P"ersonal

Is alignment satisfactory?

Timeframe1234 5678

Customer Success Definition

Metric Responsibility

Transportationo Serviceo KPIso Terms

Order Managemento Serviceo KPIso Terms

Brokerageo Serviceo KPIso Terms

Warehousingo Serviceo KPIso Terms

Financial Tactical

Goal Alignment Customer/Operational (Internal. & External)

Who (UTi) Action Due dateWho (the customer)

Follow upEnabling tools



Sales & Marketing


expects



On-going Operation










Common Problems:Takes Too LongPoorly ExecutedToo many Ongoing Errors

Salesperson closes a deal

Customer RequirementsReviewed and Documented

Implementation Manager Assigned

Implementation Team Formed

Solution Validated

Service GapsIdentified

Implementation PlanAgreed to

Implementation PlanExecuted

Implementation Reviewed with

Customer

Hand Over to Ongoing Account

Management Team

Thorough UnderstandingOf Customer Needs will

Eliminate Moving TargetsAnd Continuous Implementation

Implementation Managers and Team Members

Bring the Right SkillsTo Get the Job Done

Standard Process to SpeedUp Implementation Times

and Improve Results

Customer Reviews to Ensure that We’ve

Hit the Mark!


Implementation Team Functional Roles:

Project Management

SalesOperations

Compliance

I.T.

TrainingFinance

The actual size and makeup of the team will depend on the size and scope of the implementation.

Account Management

Implementation Resources

Implementation Manager Sales Account Manager Operations Compliance Finance Training I.T.Project Management Selling Skills Relationship

DevelopmentUTi Product Knowledge

Brokerage Cash to Cash Measuring competence eMpower Suite

Process Mapping Facilitation Skills Operations Minded Understanding of Service Levels

Hazmat DSO Needs analysis skills EDI

Implementation Experience at UTi

International Coordination

Organized Vendor/Payment Dept of Commerce

P&L Updates or Changes to Process

Database

Customer Focused Solution Development

Methodical eMpower FMC Financial Analysis eMpower Portals

Ability to interact w/customer

Develop Initial Relationship w/Cust

Ability to get results through people

Relationship between ops sys & eMpower

Drawback Billing Cycle Local Systems Middleware

Listening Skills Close Initial Piece of Business

Ability to maneuver in large organizations

End-to-End ops Vertical industry ratio analysis

Reference Materials Local Systems

Financial Understanding Dynamic Able to identify opportunities

Documentation credit / billing Train the Trainer System Mapping

Communications Skills Aggressive Field Relationships Cap Ex Targets (cust / internal) Needs Assessment

Strong Relationships inside UTi

Creative Understanding of Core Processes

ROI Intranet Planning / Optimization

Presentation Skills Thrill of the Kill Mindset Quality Management

Gain Sharing Conf Calls / Placeware Warehousing EXE

Freight Forwarding Experience Audit & Review

Legal (trade finance) On-Site Operating System Experience

Facilitation SkillsReporting Leases CBT B.I.

Negotiating Skills Metrics & Measurement

Documentation Skills (material Development) Java

Roles:

Ski

lls:



Sales & Marketing


expects



On-going Operation









SOP On-line

Click Profile

Click SOP then

Click SOP Name

SOP On-line

SOP On-line

Easy Intranet AccessOf All SOP’s Ensures

That Accurate InformationIs Readily Available

SOP On-line

Process Overview for Each Critical Process:-Process Owner-Process Trigger-Process Inputs-Process Outputs

Step by Step InstructionsFor Each Process

SOP On-line

Contact Information for All Key Parties isReadily Available

SOP On-line

Escalation ProcessesAre Built into the SOP

To Ensure Rapid Resolution of Problems.

SOP On-line



Sales & Marketing


expects



On-going Operation









On-Line SOP Benefits (UTi’s Intranet

SOPs

ConsistentFormat &Content

SOPsConsistentFormat &Content




Distribution to allparties

SOPsRevisions

Revisionsmade quickly

& easilymanaged

Easy accessto SOPs forall parties

Inzalo(Intranet)



Identifiesopportunitiesfor improvement& objectivegoal attainment


Thorough understandingof customer expectations


Creates a Service Level Agreement that ensures we have a proper solution


Drives the implementationteam to implement thesolution


Leads to creating & postingof an operating procedure

On-going OperationPermits consistentglobal service

Thank

You