Show:
KPI's
Price
Contract Processes
Vendor Manager
Terminology
100
Pre-paid 440 seconds or lower
What is pre-paid cs average handle time? (The SOW states 275 which is outdated)
100
$25.98 per hour (Cost of associate)
What is the hourly rate of Xerox Yukon?
100
Ariba Database
What is our software program which houses and manages the contracts for the Company?
100
Consequence
What is a result or effect of an action or condition? (Something similar)
100
MSA
What is a Master Service Agreement?
200
30% or less each month
What is monthly shrinkage?
200
$14.00 per hour (Cost of associate)
What is hourly rate of Convergys Latin America?
200
Business Owner
Who is the business representative(s), contract negotiator or technical contact of the Company (USCC) authorized to negotiate with the counterparty?
200
Financial & Risk Management, Relationship & Communication Management, Performance & Quality Management and Compliance
What are the four components of vendor management?
200
RFP
What is a request for proposal?
300
85% or higher each month
What is the combined quality rating of post- paid, technical support, telesales, etc.....?
300
$.69 Spanish/$1.00
What is the cost of CLI per call?
300
Purchasing/receiving any goods or services with a value of $15,000 or greater Purchase of software or related software services, regardless of the value of that purchase
When is a contract required?
300
Vendor management positions require great focus on details: metrics, processes, and _________.
What are contracts?
300
SOW
What is a statement of work?
400
Percentage of calls answered within 30 seconds
What is service level?
400
$26.00 per hour (Cost of associate)
What is the cost of Convergys Phoenix per hour?
400
CRRF
What is a contract review request form?
400
The process of systematically and efficiently managing contract creation, execution, and analysis for the purpose of maximizing financial and operational performance and minimizing risk.
What is contract management/reinforcement?
400
CLM
What is contract lifecycle management?
500
92% or higher
What is combined schedule adherence?
500
$15.00 per hour ((Cost of associate)
What is cost of Xerox Guatemala per hour?
500
This person and/or Attorney manages contract negotiation and updates the Ariba Database as needed.
Who is the Business Owner? Business Owner: the business representative(s), contract negotiator or technical contact of the Company authorized to negotiate with the counterparty.
500
_________ is responsible for driving the vendor to a higher standard of excellence regarding quality and performance (via scorecard activities), handling issue escalation & resolution, ensuring your vendors adhere and comply to contract terms & conditions, helping you (the business owner) understand and assess the risk your vendor poses to USCC, addressing invoice issues/concerns.
Who is the ESM? You!