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Confidential Information of TechTeam Global, Inc.




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Table of Contents
 1.0 Executive Summary
    
    
    62.0 SPOC Program Overview
    
    
    10SPOC Program Model
    
    
    10SPOC Program Vision and Guiding Principles
    
    
    10Geographic Footprint
    
    
    10Managed Service
    
    
    11Service Catalog
    
    
    113.0 Pricing Transparency
    
    
    12Seat Counting
    
    
    12Baseline Seat Count Matrix
    
    
    13End-User Behavior
    
    
    13Support Request Frequency (SRF)
    
    
    13Incident Handle Time (IHT)
    
    
    144.0 Program Governance
    
    
    15Feedback Forums
    
    
    15Issues Meeting
    
    
    15Operational Review
    
    
    15Board of Governors
    
    
    16Executive Review Meetings
    
    
    175.0 Program Service Components
    
    
    18Core SPOC Program Services
    
    
    18Support Center (Service Desk)
    
    
    18JLR Manufacturing Support
    
    
    20Deskside Central Support
    
    
    20Support Center and Deskside Hours of Operations
    
    
    21Global Project Office
    
    
    226.0 Service Level Offerings
    
    
    24SPOC Program Core Service Offerings
    
    
    24Ford Service Level Agreements  Core Services
    
    
    247.0 Program Flexibility
    
    
    28Working Together in Partnership to Reduce Costs
    
    
    28The Bi-Annual True Up
    
    
    28Seat Count True Up
    
    
    28Customer Behavior True Up
    
    
    28True Up Result Scenarios and Outcomes
    
    
    29An Out-of-Cycle True Up
    
    
    31Timeline for a Change in Service
    
    
    31Baseline Activity Monitoring
    
    
    31Global SPOC Program by Business Unit
    
    
    338.0 The Customer Experience
    
    
    34Customer Experience Model
    
    
    34
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    2




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Customer Experience Focus Groups
    
    
    34Customer Satisfaction Surveys
    
    
    349.0 SPOC Program Practices
    
    
    35Ford Employees Working in the SPOC Program
    
    
    35Global Guiding Principles  Ford Employees in the SPOC Program DE-Niehl (DE-Köln)Region
    
    
    35German Workers Council Agreement
    
    
    37Transition of Non TechTeam Agency Resources
    
    
    38Industry Analysis (Benchmarking)
    
    
    38Supporting Functions
    
    
    40Reporting and Metrics
    
    
    43Change Management
    
    
    46Continuous Improvement
    
    
    50Cycle Plan of Innovation
    
    
    50Focus Groups
    
    
    50Focus Group Workflow
    
    
    51Focus: HOPE Hiring Program (North America Only)
    
    
    51IT Apprenticeship Program
    
    
    51Human Resources Polices
    
    
    5210.0 2005-2008 Re-Designed SPOC Program Implementation
    
    
    53Re-designed Global SPOC Program Transition Approach
    
    
    54Communication Forums
    
    
    56Adherence to Timelines
    
    
    5611.0 Jaguar Land Rover Integration
    
    
    57Jaguar Land Rover Transition Approach
    
    
    57Preparation and Readiness
    
    
    59Transfer of Personnel, Processes and Infrastructure
    
    
    59Launch
    
    
    60Project Launch Methodology and Toolsets
    
    
    60Critical Assumptions, Risk Analysis & Mitigation Strategies
    
    
    62Adherence to Timelines
    
    
    6412.0 SPOC Program Assumptions and Responsibilities
    
    
    65Program Assumptions
    
    
    65Ford Responsibilities
    
    
    66TechTeam Responsibilities
    
    
    6713.0 North American Facility Agreement
    
    
    68Physical Location
    
    
    68Security
    
    
    68Furniture
    
    
    68Telecommunications
    
    
    69Network
    
    
    69Facility Scalability Requirements
    
    
    70Facility Services Assumptions and Responsibilities
    
    
    70Ford Responsibilities
    
    
    70TechTeam Responsibilities
    
    
    71Project Assumptions
    
    
    71
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    3




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14.0 Investment Summary
    
    
    72Core Services Investment Methodology
    
    
    72Core Services Pricing Matrix
    
    
    73Menu Option Pricing
    
    
    73Fixed Fee Activities
    
    
    74Time and Materials Activities
    
    
    76North American Facilities Pricing
    
    
    77Facility Expansion
    
    
    77Facilities Pricing Assumptions
    
    
    77Transition Costs
    
    
    78Re-Designed Global SPOC Program Implementation Costs
    
    
    78JLR Integration Implementation Costs
    
    
    78UK-JLR Menu Option Pricing
    
    
    79Expanding JLR from 10 to 11 Contiguous Hours
    
    
    79JLR Specific SPOC Manufacturing Support Center Option
    
    
    79Variable Pricing
    
    
    80Seat Count Growth
    
    
    80Seat Count Declines
    
    
    80Quality Assurance Pricing
    
    
    81Investment
    
    
    81Time and Materials Rates
    
    
    82DE-Niehl (DE-Köln)Credit  Ford Employees Working in SPOC
    
    
    83Investment Assumptions
    
    
    84Customer Count Assumptions:
    
    
    84Governance Assumptions:
    
    
    85Other Investment Assumptions:
    
    
    85Invoicing Method
    
    
    8515.0 Agreement
    
    
    86Initial Term
    
    
    86Terms
    
    
    86Ford Terms and Conditions
    
    
    86Other Contract Terms
    
    
    8616.0 Appendix
    
    
    88Appendix A  Definitions
    
    
    88Appendix B  Quality Assurance Scorecard
    
    
    88Appendix C  Strategic Initiatives
    
    
    88Appendix D  SPOC Services Catalog
    
    
    88Appendix E  Global Seat Count Process
    
    
    88Appendix F  United Kingdom  Warley Information as of February 2005
    
    
    88Appendix G  Ford Credit North America Information as of February 2005
    
    
    88Appendix H  DE-Niehl (DE-Köln)Information as of February 2005
    
    
    88Appendix I  Ford Motor North America Information as of February 2005
    
    
    88Appendix J  Change of Scope Form
    
    
    88Appendix K  German Workers Council Agreement
    
    
    88Appendix L  SPOC Services Matrix
    
    
    88
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Appendix M  Partnered Focus
    
    
    88Appendix N  Remote Deskside Model Process Flow
    
    
    88Appendix A: Definitions
    
    
    89APPENDIX B: Quality Assurance Scorecard
    
    
    90Quality Assurance
    
    
    90Quality Monitoring Evaluation (QME)
    
    
    90Focus on Excellence (FOX)
    
    
    91OFI (Opportunity for Improvement)
    
    
    91Appendix C: Strategic Initiatives
    
    
    92ESM/ITS
    
    
    92Peregrine Service Center Implementation
    
    
    92Program Expansion
    
    
    92Expansion Focus
    
    
    92Appendix D: Service Catalog
    
    
    93Appendix E: Global Seat Count Process
    
    
    94Appendix F: UK-Ford (UK-Warley) Information as of February 2005
    
    
    95Appendix G: Ford Credit North America Seat Count Information As Of February 2005
    
    
    96Appendix H: DE-Niehl (DE-Köln)Seat Count Information As Of February 2005
    
    
    97Appendix I: North American Seat Count Information As OF February 2005
    
    
    98Appendix J: Change of Scope Form
    
    
    99Appendix K German Workers Council Agreement
    
    
    100Appendix L  SPOC Services Matrix
    
    
    101Appendix M  Partnered Focus
    
    
    102Appendix N  Remote Deskside Model Process Flow (Insert new Process Flow)
    
    
    103
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    5




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1.0 Executive Summary
      Contract Scope & Structure
  v
    
    A single sourced contract to TechTeam Global provided that:
 
    
    Ford savings targets are met
    
    TechTeam provides a European Offshore solution including a timed
implementation plan and savings targets ready for implementation upon Ford
approval
    
    A plan detailing actions and timing for a North American off shore
feasibility study is developed
 v
    
    A single global contract that includes regional requirementsv
    
    A regional/global level resource management modelv
    
    A services catalog with priced, optional regional menu selectionsv
    
    An intact SPOC Program Model that defines base service to be Support Center and
Deskside support as mandatory components of a first level support structure.
 Transparency
  v
    
    Resource Costsv
    
    Overhead Costsv
    
    Menu Option Costs
 December 1, 2005
    
    6




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a)
    
    Seat Price upon Contract Signingb)
    
    Seat Price upon Complete Implementation of the Remote Deskside Model in All Regionsc)
    
    Seat Price upon Full Integration of the UK-JLRl Region
 Customer Experience
  v
    
    Customer Experience Focus GroupsThe SPOC Program proposes the use of Focus Groups as a mechanism to ensure the program
deliverables are aligned with customer expectations. The Customer Experience Focus
Group, led by SPOC Program representatives will include Site Management and Customer
representatives to ensure the complete voice of the customer is queried. Each SPOC
Program region will facilitate one Customer Experience Focus Group per quarter and will
include discussion on the participants levels of satisfaction as well as areas for
improvement. The results will be input into the SPOC Program Governance forums (SPOC
Program Issues Meeting) for global assessment and appropriate implementation of SPOC
Program enhancements.v
    
    Customer Satisfaction SurveysMeasurement of the customer experience with SPOC Program will be undertaken in survey
form and will be mailed to customers who have had an incident open by one of the
regional SPOC Program Support Centers.v
    
    Quality Assurance IndexFord can elect to implement an enhanced objective mechanism to measure the quality of
TechTeams service deliverables as a billable Special Project. If elected, The Quality
Assurance Index will be used as a primary method for objectively measuring overall
quality and will focus on four categories: Support Center call monitoring, Deskside
ticket audits, partnered test calls, reported opportunities for improvement.
 SPOC Program Core Service Offerings
 SPOC Program Support Center and Deskside service levels will be offered on a consistent
global basis. Changes have been agreed to for incorporation into the Core Services
with a view to reduce the overall Ford total cost of ownership. These changes are
primarily found in the areas of delivery models, service levels and supporting
functions.
 Flexibility
  December 1, 2005
    
    7




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1.
    
    Working together in partnership to reduce costs  Ford Motor business conditions
may require that SPOC Program costs be reduced on a global or regional basis. If this
occurs, Ford and Tech Team will work together to identify viable options by reducing
SPOC Program services to achieve cost targets. Tech Team will be requested to develop
a proposal for all viable strategies and will include risk analysis, business impact
and savings potential.2.
    
    The Bi-Annual True Up  A bi-annual true up will take place for all regions
participating in the program. The true up will take into account multiple data
points, including a re-calculation of seat counts, support request frequency and
incident handle time. Following the true up, results will be included on the agenda
for the next Board of Governors meeting. The purpose of this meeting will be to
discuss the outcome of the true up and make a joint decision on next step actions.
The data points listed above along with scenarios provided in the SOW will be used as
a decision making aid to Ford. Implementation of changes in the delivery model and
associated costs will follow the Timeline for a Change in Service (not to exceed 3.5
months) defined below. Options may include cost adjustments, an agreement to waive
SLAs, or to void SLAs until the thresholds return to those expected. Additional data
points, such as Customer Satisfaction, can be used to arrive at an appropriate future
action.3.
    
    An Out-of-Cycle True Up  Each region will be eligible for an out of cycle seat
count true-up if a Significant Event occurs that causes a change in the existing
number of total seats in that region by a factor of +/- five percent. In order for
this to be implemented, data must be provided as to the number of individuals leaving
the program by region and the estimated timescales involved. A Significant Event is
defined as an organizational restructure, regional realignment, and/or elimination of
SPOC Program seats within a SPOC Program region. Additionally, a Significant Event
will include the addition of SPOC Program seats caused by an event other than the
launch of a new building. Results of the Out of Cycle True Up will follow the same
process as outlined in the Bi-Annual True Up. Implementation of changes in the
delivery model and associated costs will follow the Timeline for a Change in Service
(not to exceed 3.5 months) defined below. Options may include cost adjustments, an
agreement to waive SLAs, or to void SLAs until the thresholds return to those
expected. Additional data points, such as Customer Satisfaction, can be used to
arrive at an appropriate future action.
 December 1, 2005
    
    8




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Timeline for a Change in Service
  
 
 *
    
    This timescale applies to all requests where resource changes result in a downsizing or
upsizing of 15 individuals or less. Where the changes are greater than this, indicative
timescales will be provided based on the scope of the change. Baseline Activity Monitoring
    Program Governance
   December 1, 2005
    
    9




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2.0 SPOC Program Overview
     n
 n
 n
 n
 n
 n
    n
 n
 n
 n
 
 *
    
    Note: The North America region supports both Ford Motor and Ford Credit North American
enrolled users. All North American enrolled users are supported from one common North
American support center. However, the Deskside support model for Ford Motor and Ford
Credit has key differentiators and where required the language within the SOW identifies
the differentiation between Ford Motor and Ford Credit within the North American region. December 1, 2005
    
    10




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**
    
    Note: The UK-JLR region is included in this Scope of Work and is planned to launch within
the Program after execution of this contract.        December 1, 2005
    
    11




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3.0 Pricing Transparency
       December 1, 2005
    
    12




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December 1, 2005
    
    13




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December 1, 2005
    
    14




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4.0 Program Governance
     n

    Purpose: Review issues arising from the management of the contract as well as
proposals for non-contractual changes. Establish necessary work groups to investigate
and reach resolution on such issues, or choose to escalate through decision making
governance process.
 n
 n
 n

    Participants:
 
    
    Manager  SPOC Program Vendor Relationship
    
    Manager  SPOC Program Operations (all regions)
    
    Managers  SPOC Program LOB (all regions)
    
    Buyer  SPOC Program (EU & US as required)
    
    Account Manager  TechTeam Ford Account (all regions)
 n
 SPOC Program Issues
  n

    Purpose: Present a review of the overall performance, attainment to SLA, financial
trends, end-user behavior, seat count changes (historic and forecasted), and process
improvement initiatives.n

    Metrics Reviewed: Monthly operational reports, End-User Behavior Reports, and Seat Count Reportsn

    Frequency: Monthlyn

    Participants:
 
    
    Manager  Ford Deskside Services
    
    Manager  Ford Global SPOC Program Support Services
    
    Manager  Ford European Deskside Services
    
    Manager  Ford SPOC Program Vendor Relationship
    
    Manager  Ford SPOC Program Operations (all regions)
    
    Managers  Ford SPOC Program LOB (all regions)
    
    Account Manager  TechTeam Ford Account (all regions)
    
    Operations Director  TechTeam Ford Account
 December 1, 2005
    
    15




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n

    Agenda:
 
    
    SLAs
    
    Quality Assurance Index
    
    Governing Element Forecasting
    
    Significant Events
  n
 n
 n
 n
 
    
    Manager  Ford Deskside Services
    
    Manager  Ford ITI Europe
    
    Manager  Ford ITI PAG
    
    Manager  Ford Credit Manager US (EU if applicable)
    
    Manager  Ford Deskside Services Europe
    
    Manager  Ford Global SPOC Program Support Services
    
    Manager  Ford SPOC Program Vendor Relationship
    
    Manager  Ford SPOC Program Operations (all regions)
    
    Managers  Ford SPOC Program LOB (all regions)
    
    Buyer  Ford SPOC Program (EU & NA)
    
    Vice President- TechTeam Sales
    
    Vice President- TechTeam Operations
    
    Account Manager  TechTeam Ford Account (all regions)
    
    Operations Director  TechTeam Ford Account
 n
 
    
    Introductions
    
    Strategic Updates and Planning
    
    Performance Discussion
    
    Innovations
    
    SPOC Program Issue Team Updates
    
    Governing Element Review and Forecasting
    
    Financial Results
 December 1, 2005
    
    16




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
    
    Contractual Updates/Contractual Changes of Scope
    
    Open discussion
  n
 n
 n
 n
 
    
    Ford Director ITI
    
    Vice President  Ford Credit North America Information Technology Office
    
    Manager  Ford Deskside Services
    
    Manager  Ford ITI Europe
    
    Manager  Ford Credit Manager US (EU if applicable)
    
    Manager  Ford Deskside Services Europe
    
    Manager  Ford Global SPOC Program Support Services
    
    Manager  Ford SPOC Program Vendor Relationship
    
    Manager  Ford SPOC Program Operations (all regions)
    
    Managers  Ford SPOC Program LOB (all regions)
    
    Buyer  Ford SPOC Program (EU & NA)
    
    TechTeam President and Chief Executive Officer
    
    Vice President- TechTeam Sales
    
    Vice President- TechTeam Operations
    
    Account Manager  TechTeam Ford Account (all regions)
    
    Operations Director  TechTeam Ford Account
    
    Program Manager  Ford and TechTeam SPOC
 n
 
    
    Introductions
    
    TechTeam Update
    
    Ford Update
    
    SPOC Program Directional Update
    
    Strategic Updates and Planning
    
    Performance Discussion (Rolling 6 month view)
    
    Financial Results (Cost savings, cost avoidance, contractual savings)
    
    Present changes agreed to through the Contractual Significant Event forum
    
    Upcoming initiatives  program strategic only
    
    Significant Events
    
    Open discussion
 December 1, 2005
    
    17




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5.0 Program Service Components
    n
 n
 
    
    Deskside Dispatch
    
    Deskside Central
 n
        December 1, 2005
    
    18




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    19




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n
 n
 n
 n




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n

    North America: 24*365n

    UK-Ford (UK-Warley): 8am to 5pm Monday to Fridayn

    DE- Niehl: 8am to 5pm Monday to Fridayn

    UK-JLR: 8am to 4pm Monday to Thursday, 8am to 3pm Friday
      n

    Ford Credit Service Center hours will vary by location. The listed hours are the
maximum number of hours of operation for any Service Center.




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n

    Sites may opt for ten contiguous hours of support at a timeframe other than those
listed above. When a site requests more than ten hours of contiguous support, a price
uplift will be implemented. The following exceptions are related to country specific
employment requirements:
 o
    
    UK-Ford  Coverage requested during the local hours of 10 p.m. until 6 a.m.
will be provided via the after-hours support modelo
    
    DE-Niehl (DE-Köln) Coverage requested during the local hours of 10 p.m. until
6 a.m. will be provided via the after-hours support model
    n

    Elimination of the BWO Supervisor role (North America)n

    Elimination of the KM project resource (North America)
 n
 n
 
    
    Examples of initiatives that are included in the managed service price include
site launches and launches of new billable menu options. Examples of initiatives
that are not included in the managed service price include managing feasibility
studies, management of focus groups, and impact analysis on customer proposed
changes.
    
    Existing processes, tools and methods of managing the SPOC program will be
subject to continuation in maintenance only mode. Any increased scope or changes to
the existing methodologies will be subject to change at T&M rates quoted on an
ad-hoc basis.
 n
 
    
    SPOCOPS: User add, user change, user delete, service maintenance on the SPOCOPS
servers, backup/DRP, audit of current reports for accuracy, support
    
    SPOC-IMS: User add, user change, user delete, service maintenance on the
SPOC-IMS, servers, backup/DRP, audit of current reports for accuracy, support
    
    PST: User add, user change, user delete, service maintenance on the SPOC-IMS,
servers, backup/DRP, audit of current reports for accuracy, support
    
    SPOC EROOM: User add, user change, user delete, archive and folder maintenance, support
    
    SCOPE/Bldg Matrix: User/content add, user/content change, user/content delete, support




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n
 
    
    A new application requiring due diligence, training and SCOPE updates OR New
functionality of existing application requiring due diligence, training and SCOPE
updates.
 
    
    Ford and TechTeam agree that the volume of application launches included within
the Managed Service will be capped at an annual 24 while one Application Manager is
in place with a maximum of 4 concurrent launches. A second Application Manager will
be appointed when the UK-JLR region launches with the SPOC Program. With the
appointment of the second Application Manager the volume of application launches
included within the Managed Service will be capped at an annual 50 application
launches with a maximum of 8 concurrent launches once the second Application Manager
is included in the program.
 n




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6.0 Service Level Offerings
      Time to AnswerDefinition
    
    Measurement of time (in seconds) starting at the point a call enters
an ACD queue. This measure excludes all switching/processing time
prior to a call entering an ACD queue.Calculation
    
    The number of Calls Answered within 120 seconds divided by the number
of all Calls AnsweredTarget
    
    70 percent in less than or equal to 120 SecondsCalls AbandonedDefinition
    
    Percentage of all calls that were abandoned (by the caller) after
entering into an ACD queue. Calls abandoned (by the caller) prior to
entering an ACD queue are not counted in this measurement.Calculation
    
    (Calls abandoned (by the caller) divided by all calls that entered into an ACD queue)Target
    
    Target: 8 percent or lessWebsubmit ResponseDefinition
    
    Measurement of time (in hours) starting at the point a ticket
generated by an automatic web submit enters a SPOC incident management
queue.Calculation
    
    The number of websubmits responded to within 4 hours divided by the
number of all websumbits responded to.Target
    
    100 percent in less than or equal to 4 business hoursFirst Tier ClosureDefinition
    
    The percentage of SPOC processed incidents resolved as a direct result
of call avoidance tools, Support Center and Central Support Team
efforts.Calculation
    
    (Incidents logged as quick ticks, resolved web incidents, plus auto-answered calls/web incidents, central support closed incidents) divided by (total number




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of calls answered, processed web incidents
plus auto-answered calls/web incidents.Target
    
    70 percent target (to be baselined from February 2006 through May 2006)Client SatisfactionDefinition
    
    Results of a random survey of clients who have had an incident open by
one of the regional SPOC Support Centers. There are six questions
where respondents rate their experience with the entire IT
organization on a scale of 1 to 5, with 5 representing completely
satisfied. Answers of 4 or higher constitute a positive customer
satisfaction response.Calculation
    
    Total of all positive responses divided by the maximum number of
possible responsesTarget
    
    4.1 on a 5 point scale




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Deskside ResponseDefinition
    
    Measurement of time (minutes) starting at the point a ticket enters a
SPOC Deskside incident management queue.Calculation
    
    The number of tickets responded to within 60 minutes divided by the
number of all tickets responded to during core hours.Target
    
    80 percent in less than or equal to 60 minutesDeskside Support ResolutionUrgentDefinition
    
    Unable to do normal work  no workaround is availableExample
    
    n    PC Down  no workaround is availablen    Network connectivityn    Monitor brokenn    Mouse brokenn    Keyboard brokenn    Server downn    Mainframe Applicationsn    Password resets for Applications/SecurIDn    Virusn    Software reloadTarget
    
    Standard85 percent incident resolution in 4 business hours or lessn    If a SPOC deskside GIRS queue receives an incident before 5
p.m. M-F, the deskside technician will work the incident through
resolution or escalation.n    If the incident is received after 5 p.m. M-F, the target call
closure time will not start until the deskside technician starts at 7
a.m. the next business day.HighDefinition
    
    Unable to do normal work workaround is availableExample
    
    n    Cannot print to primary printer/plotters/multi-functional
devicesn    PC down  another is availableTarget
    
    Standard85 percent incident resolution in 10 business hours or lessStandardDefinition
    
    The client can work but needs assistance




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Example
    
    n    How tosn    New software loadsn    Rudimentary hardware installationsn    User Id requests for application accessn    Data restoresTarget
    
    Standard85 percent incident resolution in 30 business hours or less
  1.
    
    All service levels will be measured monthly within the region from which the
service is delivered.2.
    
    TechTeam will make all efforts to meet the above service levels during the transition
from the 2002-2005 SPOC Program Model to the model described within this Scope of Work.
TechTeam and Ford will jointly monitor these levels weekly, and after a three month period
will convene a Board of Governors meeting to review/resolve any outstanding issues that may
exist with these metrics as a result of the transition.3.
    
    The parties agree that until the current Incident Management system (GIRS) is replaced
with Peregrines Service Center, the Deskside Response service level can not be measured or
reported. Until an automated response to a ticket entering a SPOC deskside incident
management queue can be generated by a Ford provided tool, TechTeam will make all efforts
to respond to each Deskside ticket within the guidelines of the Deskside Response service
level above for the United Kingdom-Solihull region only. Once Peregrines Service Center
is implemented within SPOC and an automated process is included to enable automatic
responses of tickets that are assigned to a SPOC Deskside queue, TechTeam will apply this
service level requirement to all regions and will begin measuring and reporting performance
against this requirement at no additional cost to Ford.4.
    
    TechTeam will continue to follow up on up to 50 negative responses to customer
satisfaction surveys per week globally. TechTeam and Ford will monitor negative responses,
and utilize the Governance process as necessary if a potential negative trend does not
correct itself.5.
    
    The Websubmit Response will be facilitated via an automatic process. The incident
management system will send an automated response to the user once the websubmit is
received by the incident management system and a ticket is created.




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7.0 Program Flexibility
        n st
 n




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Threshold
    
    
    
    Likely Causal Factors
    
    Example Next Step OptionsMetric
    
    Above
    
    Below
    
    Impact
    
    Above
    
    Below
    
    Above
    
    BelowSupport Request 
Frequency (SRF)
    
    TBD prior to
contract signature
    
    TBD prior to
contract signature
    
    Variance in
expected call
and/or ticket
volumes
    
    Outages in the
environment or
large application
launch
    
    Seat count
decreases with
overall Support
Center volume being
maintained,
stability in the
environment or new
tools that reduce
overall support
volume
    
    Re-evaluation of
pricing or
temporary SLA
deviation until
next bi-annual true
up
    
    Re-evaluation of
pricing or addition
of menu options at
no incremental costIncident Handle 
Time (IHT)
    
    TBD prior to
contract signature
    
    TBD prior to
contract signature
    
    Variance in
expected length of
Support Center
calls
    
    Large scale outage
requiring excessive
problem resolution
efforts, widely
used application is
launched
    
    New productivity
tool launch
    
    Re-evaluation of
pricing or
temporary SLA
deviation until
next bi-annual true
up
    
    Re-evaluation of
pricing or addition
of menu options at
no incremental costSeat Count
    
    TBD prior to
contract signature
    
    TBD prior to
contract signature
    
    Variance in number
of contractually
SPOCd Customer
    
    New site launches,
new Trust Mark
brand integration
into SPOC Program
    
    Decommission of
seats, SER programs
    
    Increase in the
number of regional
seats used to
calculate total
volume and an
increase in cost
for delivery of the
Managed Service
    
    Decrease in the
number of regional
seats used to
calculate total
volume and a
decrease in cost
for delivery of the
Managed Service




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##### 



*
    
    This timescale applies to all requests where resourcing changes result in a downsizing or
upsizing of 15 individuals or less. Where the changes are greater than this, indicative
timescales will be provided based on the scope of the change.




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##### 








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##### 



n
 n
 n
 n
 n
 n




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##### 



8.0 The Customer Experience




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##### 



9.0 SPOC Program Practices
     n
 n
 
    
    It is agreed that in the Ford Motor DE region, currently there are (3) Ford
employees staffing Support Center positions.
 n
 n
 n
 n
 n
 n
 n
 n
 
    
    Scheduling of shifts, breaks, lunches, etc.
    
    Holiday planning
    
    Resource management
 December 1, 2005
    
    35




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##### 



n
 
    
    Employee must be available to work at local Ford sites other than the site they
normally report to if and when needed as determined by TechTeam management (daily,
weekly, and monthly).
    
    Employee will participate in the virtual phone process as required by TechTeam
management. This process requires Ford employees to field inbound support
requests from their desk at their home Ford location or physically relocating to
the Support Center for an undetermined period of time (hours, days, weeks or
longer) functioning as a Help Desk Analyst.
 n
 n
 n
 n
 
    
    Support Center monitoring
    
    Deskside ticket grading
    
    Individual performance reports and target attainment
    
    Participation in Jeopardy  an on-line training program used within the Ford
Global SPOC Program
 n
 n
 n
 n
 
    
    Pass SPOC Program assessment test (administered by Ford Manager during the
interview process)
    
    Meet requirements of job specification
    
    Meet language requirements
    
    The Ford employee will agree to take their direction and be managed by a
TechTeam manager. This agreement will take place through a one-to-one
conversation with the TechTeam Manager prior to an offer being extended
 December 1, 2005
    
    36




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##### 




    
    Complete the SPOC Program core-training program (5 weeks) and pass an
additional assessment test (administered by Ford Manager) at the end of training.
Training location will be based on the physical logistics and identification of
the most cost-effective solution in order to minimize travel expenses.
 n
 n
 n
    December 1, 2005
    
    37




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##### 



n

    At Fords request the analysis will be conducted every 18 months.n

    The benchmark criteria will be limited to the following:
 o
    
    Contractual Service Level Agreementso
    
    Total Global Contract Price (Per Unit Price)o
    
    It is understood that in order to benchmark these key areas it will be
necessary to compare SPOC Program provided services to those of industry
providers, at the time of the analysis, to ensure an accurate comparison is being
conducted.
 n

    Should TechTeam compare unfavorably against the industry benchmark results,
TechTeam will have a period of sixty days to remedy the performance issue(s). If
TechTeam fails to remedy the performance issue(s) at the end of the sixty days, Ford
has the option to go out for a market test.n

    Ford will have responsibility for the cost of the study to the third party
provider if it is to be used as a market test. Should TechTeam fail to perform
under provisions agreed to in Section 15.0 Agreement of this Scope of Work,
TechTeam and Ford will equally share the cost of the study not to exceed a total
study cost $50,000.
 December 1, 2005
    
    38




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##### 



n

    The Board of Governors will oversee the conducting of the benchmark. A modification to
this agreement will be required if Ford and/or TechTeam decide to use a different
agency to conduct the analysis or if any other changes to this agreement are
requested. Both Ford and TechTeam will be required to agree on the modifications, in
writing, prior to arrangements being made with the agency and prior to the
commencement of the analysis.
  December 1, 2005
    
    39




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##### 



Program ManagementDescription
    
    Responsible for the operational management and program management
of the Ford Global SPOC Program resources, which includes the
Incident Management function detailed below.The TechTeam program management team functionally aligns with the
Ford SPOC Program management team to ensure that the Ford IT
objectives are being consistently realized throughout the delivery
of the programKey Functions
    
    n    Manage entire Ford Global SPOC Program Operationsn    Ensure adherence to service level agreements (SLAs)n    Manage all resources within the SPOC Programn    Prioritize workloads of all and assign program resources 
Support Center, Deskside, GPO and remote site resourcesNote: To achieve the agreed pricing model, the ratio of Team
Leader to Analyst and Program Manager to Team Leader roles will be
increased within this agreement. The result of this will mean
that non essential tasks such as some meetings and communications
currently undertaken by the Team Leader and Program Managers will
be reduced or eliminated in to order focus on core program
activities and service deliverables while continuing to preserve
the strong and relationship between SPOC and Site Management in
the rollout of Deskside products/services.Incident ManagementDescription
    
    The incident management process aims to ensure that incidents are
detected and all service requests are recorded. Recording ensures
that there are no lost incidents or service requests, allows the
records to be tracked, and provides information to aid problem
management and planning activities. The process includes the use
of technology to provide self-service facilities to customers,
providing them with flexible and convenient interfaces to the
support function while also reducing the workload and personnel
requirements of the Support Center.An incident can be explained as:Any event that is not part of the standard operation of a service
and causes, or may cause, an interruption to, or a reduction in,
the quality of serviceThe primary goal of the incident management supporting function is
to restore normal service operation as quickly as possible and to
minimize the adverse impact on business operations, thus ensuring
that the best possible levels of service quality and availability
are maintained. Normal service operation is defined as a service
operation within service level agreement (SLA) limits
 December 1, 2005
    
    40




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##### 



Key Functions
    
    n    To restore normal service as quickly as possiblen    To minimize the impact of incidents on the businessn    To ensure that incidents and service requests are
processed consistently and that none are lostn    Create and maintain meaningful records relating to
incidentsn    Assess and apply appropriate prioritization to all
incidents and service requestsn    To direct support resources where most required
 December 1, 2005
    
    41




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##### 



Escalation ManagementDescription
    
    The Escalation Management process defines the tasks that need to
take place to ensure an Incident is escalated to the appropriate
resolver group within the agreed amount of time and with the
agreed amount of incident information.The SPOC Program organization remains the owner of an incident
throughout its lifecycle, and will notify partner resolver groups
when Incidents are nearing their Service Level Agreement (SLA)
boundariesKey Functions
    
    n    Perform Quality monitoring of Support Center incidents to
ensure that they adhere to quality guidelines. Tickets grading and
call monitoring process validates that SPOC Program analysts are
processing incident that adhere to customer defined escalation
procedures.n    Process support incidents that adhere to customer defined
escalation procedures.n    Receive and monitor customer quality issues through the
OFI/IHT processn    Currently the NA Analysts are performing a Row Captain
escalation process. This is a trial process that instructs new
Analysts to review all non-FCC tickets with individually
identified Row Captains before the calls can be escalated.System ManagementDescription
    
    The SPOC Program delivers systems and processes to support the
operational delivery of IT Support. These systems (tools) are
fundamental to the successful delivery of IT support services with
the Ford Motor Company.Key Functions
    
    n    Provision and management of the data obtained from the
incident management system.n    Publishing analytics for the program performance.n    Act as a point of contact for content ownersn    Perform updates to the SPOC Program Knowledge Management
tool (SCOPE) as requested by the content ownern    Provision and management of the SPOC Program Metrics and
Analysis tools (SMART team)n    Provision and management of the GPO change control
tracking system (Project Status Tracker)Metrics and AnalysisDescription
    
    Metrics, and adherence to SLAs, are critical to the successful
operation of any managed service program. Metrics are reviewed
and analyzed on a regular basis to ensure consistent process
improvements. Ongoing review and analysis of the metrics are also
critical to the successful management of a managed services
program.Key Functions
    
    n    Produce standard SPOC Program reports required by Ford
management.n    Deliver analytics and reporting at a regional level.n    Manage upgrades to Ford owned systems that produce metrics.n    Interface with the tools and systems owner.n    Follow established ACR and change management process
related to Ford systems that produce analytics for SPOC Program.n    Deliver reporting that will be used to drive process
improvement and innovation.n    Work with Global Customer owners and application owners to
resolve re-occurring issues.
 December 1, 2005
    
    42




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##### 



DistributionReport Name
    
    Description
    
    Data Elements
    
    Method
    
    FrequencyQuick-View/Analysis 
Executive Report
    
    The purpose of this
report is to 
provide a one page
executive overview
containing charts
of top four
performance
indicators of the
Ford Global SPOC
Program relative to
target service
levels as outlined
in the contract.
    
    This report
contains a rolling
    
    This report is
distributed via:
    
    Weekly13 month of the
following 1) Calls
answered volume 2)
Phone SLA 3)
Average time to
answer 4) First
Contact Closure 5)
Customer
Satisfaction
    
    Email to a
specified
distributionKey Metrics Report
    
    The purpose of this
report is to
provide a two page
high level overview
containing charts
of all high level
contractual
performance
indicators of the
Ford Global SPOC
Program relative to
target service
levels as outlined
in the contract.
    
    This report
contains the
following
information- Calls
answered volume-
Phone SLA  Average
time to
answer-First Tier
closure-Customer
Satisfaction- Calls
abandoned -
Deskside service
level adherence
-Deskside average
time to resolution
    
    This report is
published on the
SPOC Program OPS
WEB site.
    
    MonthlyCustomer
Satisfaction 
Report
    
    The purpose of this
report is to
provide SPOC
Program and site
management with
overview charts and
detailed customer
satisfaction
performance levels
relative to target
service levels as
outlined in the
contract
    
    This report
contains 1) Number
of surveys sent 2)
number of surveys
returned 3) survey
return rate 4)
Total answers for
each question 5)
Rate of
satisfaction
overall 6) Average
rating for each
question category
    
    This report is
published on the
SPOC Program OPS
WEB site.
    
    MonthlySite Report
    
    The purpose of this
report is to
provide SPOC
Program and site
management with
performance and
volume information
from a site. A
site defined as a
building or
collection of
related buildings.
    
    This report
contains Number of
calls to the
Support Center -
Number of WEB
tickets submitted-
Total Phone and WEB
incidents- Report
of incidents by
Category- Deskside
performance to SLA
percentages-
Deskside time to
resolution -
Customer Sat rating
    
    This report is
published on the
SPOC Program OPS
WEB site.
    
    Weekly/Monthly
 December 1, 2005
    
    43




---



##### 



Application Report
    
    The purpose of this
report is to
provide SPOC
Program and the
Application
Management teams
with performance
and volume
information related
to a particular
application. The
Application Report
is data oriented
and does contain a
chart
representation
    
    Contains number of
phone calls place
to the Support
Center- Number of
WEB tickets
submitted- Total
phone and Web
incidents- Number
of phone calls
closed on first
contact
    
    This report is
published on the
SPOC Program OPS
WEB site.
    
    Weekly/Monthly
 December 1, 2005
    
    44




---



##### 



DistributionReport Name
    
    Description
    
    Data Elements
    
    Method
    
    FrequencyOpen Ticket Report
    
    The purpose is to
provide a quick
view of the numbers
of tickets
currently open and
requiring
assistance.
    
    Contains Deskside
group names-Number
of open
tickets-Deskside
group threshold-Red
Yellow-Green status
based on above
threshold-Number of
Deskside
technicians-Ratio
of open tickets per
Deskside technician
    
    This report is
published on the
SPOC Program OPS
WEB site.
    
    HourlyMonth To Date (MTD) 
Deskside Service 
Level Report
    
    The purpose is to
provide a quick
view of the number
of tickets that
were not resolved
within the
contractually
allotted timeframe.
Each priority has
a unique
contractual
resolution
timeframe and is
reported as a
separate detail
line.
    
    Contains Deskside
group names-
Priority-Service
level adherence (as
percentage)-number
of tickets that met
service level (per
priority) Number of
tickets that did
not meet service
level (per
priority)- Total
number of tickets
    
    This report is
published on the
SPOC Program OPS
WEB site.
    
    HourlyMTD Deskside Missed 
Ticket Report /
Tool
    
    The purpose is to
provide a quick
view of the tickets
that were not
resolved within the
contractually
allotted timeframe.
    
    Report contains
incident/ticket
number-priority-time
to resolution-time
past
resolution-Analyst
assigned to the
ticket-Time/date
ticket was
opened-Time/date
the ticket was
closed
    
    This report is
published on the
SPOC Program OPS
WEB site.
    
    HourlyFirst Tier Closure 
Report (Escalated 
Volumes Report)
    
    The purpose is to
provide a quick
view of the top 25
escalated incident
types (meaning...not
resolved by Tier
One ).
    
    Report contains
Item affected-Total
number of tickets
generated-Number of
tickets
escalated-Number of
tickets closed at
Tier One-Tier One
closure performance
measurement
    
    This report is
published on the
SPOC Program OPS
WEB site.
    
    HourlyFirst Tier Closure 
Analyst Report
    
    The purpose is to
provide a daily
snapshot to the
technician to gauge
performance as
related to the
goals and
expectations set
forth by SPOC
Program management
related to First
Tier Closure.
    
    Report contains
technician
name-Total number
of tickets
generated-Total
number of tickets
resolved by Tier
One-Number of
tickets
escalated-Performance percentage
    
    This report is
published on the
SPOC Program OPS
WEB site.
    
    Hourly
 December 1, 2005
    
    45




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##### 



DistributionReport Name
    
    Description
    
    Data Elements
    
    Method
    
    FrequencyFirst Tier Closure 
Management Report
    
    The purpose is to
provide a daily
snapshot to SPOC
Program management
to gauge
performance as
related to the
goals and
expectations set
forth by SPOC
Program management
related to First
Tier Closure.
    
    Report contains
Analyst name-Total
number of tickets
generated-Total
number of tickets
resolved by Tier
One-Number of
tickets
escalated-Performance percentage-
Reminder of the
target
    
    This report is
published on the
SPOC Program OPS
WEB site.
    
    HourlyExecutive Support 
Report
    
    An Executive
Support Report is
presented monthly
to the Executive
Office Sponsor and
Global SPOC Program
management. The
report provides
details of all
monthly Executive
Support Program
activity
    
    This report
contains volume of
incidents during
business hours.
Volume of incidents
and service related
to premium support-
Volume of incidents
and service level
related to
executive support.
    
    This report is
published on the
SPOC Program OPS
WEB site.
    
    Monthly
    n
 n
 n
 n
 n
 n
 n
 n
 n
 n
 n
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    46




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    47




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##### 



n
 n
 n
   n
 n
 n
     1.
    
    The Change Management Task Team holds a meeting with all of the current change
stakeholders. This meeting occurs weekly2.
    
    2. The Change Management Task Team verifies/obtains and records the status of each
change3.
    
    The Change Management Task Team verifies and/or obtains the deliverables and
timeline adherence from each impacted or involved task team4.
    
    Final approval to launch or implement the change into the production process
occurs during the meeting5.
    
    Approval for the incident management system hierarchy and group names also occurs
during the meeting6.
    
    The Change Management Task Team escalates those changes not compliant with the
project plan and/or timeline
 December 1, 2005
    
    48




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    49




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##### 



n
 n
 n
 n
 n
  n
 n
 n
 n
 n
 n
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    50




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    51




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    52




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10.0 2005-2008 Re-Designed SPOC Program Implementation
  December 1, 2005
    
    53




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    54




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    55




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    56




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##### 



11.0 Jaguar Land Rover Integration
   n

    Implement seamless transition to JLR customer basen

    Retain existing knowledge and skill-setn

    Avoid dual transition approach.
   n

    Pro-actively manage personnel moralen

    Reduce the risk of further personnel attritionn

    Retain JLR site specific knowledge.
  n

    Personnel will be trained in a phased approach commencing 1 month prior to launch daten

    Implementation of the technology will be undertaken prior to the proposed launch daten

    Processes and knowledge will be implemented in advance in readiness for the launch date.
      1:
    
    Preparation and Readiness2:
    
    Transition of personnel and processes
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    57




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##### 



3:
    
    Launch.
   n
 n
 n
 n
  n
 December 1, 2005
    
    58




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Contractual scope of work
documentation for inclusion into
Ford SPOC program
    
    §      Creation of SOW
§      Agreement on inclusion of
non-standard services (Service
Catalogue items)§      Agreement on delivery model
for non-SPOC services (i.e. those
services to be purchased direct from
Ford)Communication Strategy
    
    §      Agreement of and
implementation of communication
strategy to AT&T personnel /
contractors§      Agreement on communication
strategy to user community and
awareness trainingTools and Technology
    
    §      Identification and design of
tools and infrastructure requirements for delivery of SPOC
from Solihull site (i.e. ACD, Network connectivity, SCOPE, GIRs
etc)
   Resource planning (including proposed
transition of existing AT&T personnel
where appropriate)
    
    §      Advertising
§      Interviewing
§      Hiring/Contract transferTraining of J&LR SPOC Technicians.
    
    §      Shadowing§      Call monitoring§      Documentation reviews§      Business overview workshops§      Site visits/orientation§      Tools trainingTools implementation
    
    §      Design§      Build§      Deploy
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    59




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Communication Strategy
    
    §      Implementation of the agreed communication
strategy to user community and awareness training§      Issue user documentationSPOC DeploymentPost Launch Review
    
    §      Feedback and analysis of the incidents logged captured§      Metrics and Reporting§      Delivery of on going training§      SCOPE documentation updates§      Review & Re-design§      Service Catalogue Review§      Follow on action recommendations documented and Issues log review.
    Project Charter
    
    A document issued by the project
manager that formally authorizes
the initiation of the project, and
provides the project manager with
the authority to apply organization
resources to project related
activities.Project Team
    
    All the Project Team members,
including the Project Manager and
the Project Sponsor(s) and / or
Stakeholder(s)
 December 1, 2005
    
    60




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Project Status Reports
    
    Project Scorecards will be created
and sent out by the Project Manager
to the Project Team and Project
Stakeholders. The Scorecard will
shows work performance information
(show critical tasks, completed
tasks and forecasted tasks for the
week ahead).Project Plan; Issues Log; Risk Log
    
    The Project Plan will be split into
the different categories of
transition and implementation
against predefined dates. Issue and
Risk logs will be monitored along
with the project plan to ensure the
implementation is proceeding as
planned and any concerns/gaps are
fully recognized and resolved as
needed to achieve the target launch
date or escalate as appropriate.
  n
 n
 n
 n
 n
 n
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    61




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Assumptions/Risk
    
    Mitigation Strategy (if appropriate)Tools availability
    
    Technical infrastructure is made available between
Solihull and SPOC sites to enable use of single
call logging tool and call transfer capabilities.Standardization of key
business areas to be
implemented wherever possible
along with full integration of
both Jaguar and Land Rover
environments to standardized
approach.
    
    SPOC will work with J&LR and assist wherever
possible in identifying issues and possible routes
for alignment based on existing knowledge.Retention of existing knowledge
    
    Communication to and transfer of existing AT&T
employees and contractors will commence on
contract signing. This will reduce the risk of
staff attrition and gain early adoption of the
SPOC program within the service delivery team.Expectations and adoption of
the user community
    
    A clear and concise communication strategy to be
agreed by both JLR and SPOC to ensure the user
community is aware of the impending change and how
they will be affected. Documentation/handouts
will need to accompany any communication
strategies to enable individuals to refer to the
new processes, service levels and procedures for
using the service.Non-standard SPOC services
    
    Agreement on the non-standard SPOC services and
how these will be supported moving forward. It is
understood that some areas of the support
currently provided will be supported by
 December 1, 2005
    
    62




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##### 



Ford ITI
and some will be selected from the SPOC service
catalogue.SCOPE
    
    Document and update knowledgebase by application
owners of JLR application and site specific
information.GIRS / Fix groups
    
    Identification of fix groups and escalation routes.
 December 1, 2005
    
    63




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12.0 SPOC Program Assumptions and Responsibilities
    December 1, 2005
    
    65




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13.0 North American Facility Agreement
   n
 n
 n
   Physical Address:
    
    835 Mason Street; Dearborn, Michigan 48124Square Footage:
    
    23,016 Square FeetEmployee Workstations:
    
    ~ 140Management Offices:
    
    17 (East Wing = 10/West Wing = 7)Team Leader Cubes:
    
    14 (East Wing = 8/West Wing = 6)Training Rooms:
    
    1 (W-250)Conference Rooms:
    
    3 (Client Connection Room/E-240/W-320)Server Rooms:
    
    1Break Room:
    
    1 ( Approximately 1,200 Square Feet)Bathrooms:
    
    YesParking:
    
    +/- 90 Available Parking Spaces
     n
 n
 n
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    68




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n
          December 1, 2005
    
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n
 n
 n
 n
 n
 n
 n
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    70




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n
  n
 n
 n
  n
 n
 December 1, 2005
    
    71




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14.0 Investment Summary
    December 1, 2005
    
    72




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st st
  st th th st
 st
 st
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15.0 Agreement
      n
 n
 

    Section (b): TechTeam and Ford agree that the language will be modified to
require TechTeam to concurrently notify Ford and the public of an agreement to sell
the company.
 n
 In no event shall the total liability of TechTeam, or its employees, affiliates, agents,
representatives or third-party information providers, for all damages, losses and causes
of action whether in contract, tort, including negligence, or otherwise, either jointly
or severally, exceed Ten Million dollars ($10,000,000) per incident. TechTeams total
liability for multiple incidents shall not exceed the aggregate dollar amount paid by
Ford to TechTeam during one year for services provided by TechTeam under the terms of
this agreement.
  n

    TechTeams performance will also be measured according to the service
levels detailed in Section 6. Should TechTeam fail to meet these
service level agreements, over a sustained period of time, they will
have a period of sixty days to remedy their performance. If TechTeam
fails to remedy their performance against the service level agreements,
Ford Motor Company has the right to terminate the agreement. The
exception to this performance remedy would be a deviation from the
service level agreements that was agreed upon by the SPOC Board of
Governors. For example, if Ford Motor Company asked TechTeam to reduce
service levels in order to reduce costs, this would not be considered a
valid performance issue.n

    Regional purchase orders will be raised in local currency and
invoicing and payment will be in local currency.
 n
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    86




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Ford Motor Company
    
    TechTeam Global, Inc.Karrie WiecekPrinted Name:
    
    Printed Name:Irene White, SPOC Support Services
    
    James Hoen, VP- Sales North AmericaDate:
    
    Date:
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16.0 Appendix
               December 1, 2005
    
    88




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##### 



Appendix A: Definitions
 Topic
    
    DescriptionBusiness Representative
    
    An individual representing a group of customers who is the primary
interface between the customers and the SPOC Program.Customer
    
    Individual user of the SPOC Program.GIRS
    
    Ford owned and maintained corporate Incident Management System. Ford
and TechTeam recognize that this tool will be replaced as part of the
ESM-ITSM adoption.Region
    
    For purposes of TechTeams response, a region is defined as the current
Ford SPOC Program regions listed in the SPOC Program Overview section
of this SOW these include:n  Ford Motor North American  Ford Motor Credit North American  UK-Fordn  Ford Motor DE-Niehl (DE-Köln)(DE)n  UK-JLRRegional Representative
    
    Resources within the SPOC Program that liaise with the enrolled regions.True Up Process
    
    Process for reconciliation of key data points (Seats, SRF and IHT )
that represents support volumes.
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    89




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APPENDIX B: Quality Assurance Scorecard
     n

    Quality Monitoring Evaluationn

    Focus on Excellence
 n
         n

    Analyst compliance with TechTeams 7 Steps of Deskside Call Processingn

    Technical Accuracyn

    Analyst use of toolsn

    Customer confirmation of incident closuren

    Incident documentationn

    Incident length of closure
 n
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    90




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n
    
    Analyst compliance with TechTeams 8 Steps of Call Processingn
    
    Technical Accuracyn
    
    Analyst use of toolsn
    
    Analyst Customer Service skillsn
    
    Ownership and Follow Throughn
    
    Analysts documented Incident record in the Incident Management tooln
    
    Problem categorization
    n
    
    Analyst compliance with TechTeams 8 Steps of Call Processingn
    

    Technical and procedural accuracyn
    

    Analyst use of toolsn
    

    Analyst Customer service skillsn
    

    Accuracy of test Call responsen
    

    Review of Analysts documented Incident record in the Incident Management Tooln
    

    Problem categorization
     December 1, 2005
    
    91




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Appendix C: Strategic Initiatives
   December 1, 2005
    
    92




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Appendix D: Service Catalog
   December 1, 2005
    
    93




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Appendix E: Global Seat Count Process
  December 1, 2005
    
    94




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Appendix F: UK-Ford (UK-Warley) Information as of February 2005
  December 1, 2005
    
    95




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##### 



Appendix G: Ford Credit North America Seat Count Information As Of February 2005
  December 1, 2005
    
    96




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Appendix H: DE-Niehl (DE-Köln)Seat Count Information As Of February 2005
  December 1, 2005
    
    97




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Appendix I: North American Seat Count Information As OF February 2005
  December 1, 2005
    
    98




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Appendix J: Change of Scope Form
 Originator
    
    
    
    
    
    Change Request #Request Date
 Customer 
Name
    
    
    
    
    
    Customer P.O.#Project Name
    
    
    
    
    
    TechTeam Project #
   
  
  
 TechTeam Representative 
Date
    
    Date
    
    Ford Representative
 December 1, 2005
    
    99




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Appendix K German Workers Council Agreement
   December 1, 2005
    
    100




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Appendix L  SPOC Services Matrix
   December 1, 2005
    
    101




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Appendix M  Partnered Focus
  December 1, 2005
    
    102




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Appendix
N  Remote Deskside Model Process Flow (Insert new Process
Flow)
 
 December 1, 2005
    
    103