by Corrina Solomon
We are pleased to announce that we have implemented a recognition award as an enhancement to our quality management system. This award is to recognize staff members who have taken the time to make suggestions for improvement (PAR – Preventive Action Request) and has been implemented to drive quality, customer satisfaction and overall improvement in our service delivery.
How does it work?
A staff member will bring forth a suggestion to improve a process or system enhancement with their Manager. The Manager will then advise the employee if they can submit it through the PAR Process.
We are making it easier! Coming soon is a New ISO NCR/CAR/PAR Submission Tool where anyone can submit their suggestion on-line and everyone can view the updates.
Once submitted, the Quality Analyst (Corrina Solomon) will review the recommended change with any affected parties within the organization to determine ROI (Return on Investment), approval and implementation steps required. The employee may be involved in the implementation of their own suggestion depending on the requirement. Once implemented, the Quality Analyst will advise that staff members Manager so the award can be issued.
What type of award is given?
At the discretion of the staff member’s Manager, the Encore or Encore 2 program will be utilized to submit a $50 reward value. The difference between the two programs is that, through the Encore program, a gift card is chosen from a list of participating vendors. In the Encore 2 program, the employee can spend the $50 wherever they want, with Manager pre-approval, and the staff member will be reimbursed through the expense tool.
Please note that anyone in Services can use this process to drive continuous improvement. It is not limited to the ISO registered areas. If you wish to learn more about this please contact Corrina Solomon who can speak with you and your staff members.
Join us as we celebrate the latest innovative suggestions implemented in 2011:
PAR-S048
Enhance Client Secure Data Disposal Process
Kevin Sutherland, Deployment Team—Enhancement to Clients Secure Data Disposal process, removing the need for CD preparation and physical distribution and replacing with a secure IBM site file extraction and electronic distribution.
Benefits include distribution of software and updates in minutes rather than week(s), elimination of cycles on CD preparation, savings on packaging materials, packaging time and courier costs.
PAR-S049
Reduce Plastic Envelop Packaging Neil Dhandhari, CFI team—Condense the size of plastic envelope packaging that is used on the CFI project in configuration
- Benefits include a total annual savings of $4k
PAR-S050
Create EIT Scraping Tool Domenic DiPaolo, Deployment Team — Create a Screen Scraping Tool that picks up key information and inputs into the Client’s system.
- Benefits include the potential elimination of the swivel seat or manual entry, as well as the ability to take on business requests from our clients without the need for added manpower.
PAR-S051
Create Industrial Vacuum Chris Sipec, Depot/CFI Team—Produce an Industrial Vacuum Cleaner within the CFI area.
- Benefits include reduce time and costs in cleaning requirements, improve quality and increase volume handling capabilities.
PAR-S052
Restructure Wiping Benches Patrick McKowen, Depot Team
- Benefits include an increase in efficiencies and volumes, doubling the amount of units processed.
Compugen Service Excellence Winners
by Brent Vieira
The winners of the Q3/2010 service excellence awards are Chris Maniatis and Yatan Prakash. The award is based on evidence of continued excellence in excess of the required level of performance in any one or more of Compugen’s 8 Core Values.
Chris Maniatis
Chris Maniatis has been a top performer in the Technical Services Department and continues to get high marks for his fantastic service. He routinely takes the initiative to seek out solutions that add value to his team as well as Compugen overall. A testament to his efforts, Chris’s KPI results are consistently in the top two of his entire team and are consistently achieved month over month. Chris exemplifies “going the extra mile” in that he is known for working tirelessly until the job is done, as he did for a Server Room clean up just to ensure our customers are satisfied. He has been our technical lead go-to person on many server calls and Compugen continually receives commendations from customers, both internal and external, on his superior customer service.
Yatan Prakash
Yatan currently works with many of the MS Customers on IT Server/Infrastructure issues and escalations. Based on the criticality of some of the issues, Yatan usually deals with CFOs, presidents, IT Directors and other members of the customer’s executive group. Yatan’s calm approach to each situation has earned him trust with many of the customers. An example of this is when he worked to resolve a weigh scale issue for Kruger products which was costing them upwards of $50,000/day based on the fact that their Mills were not able to ship. Another example of this is when Yatan spent many hours to resolve an exchange server issue for Oxford University Press. During this time, he updated the CFO constantly and worked to ensure that the impact was minimal. The Kruger and Oxford issues were just a few of many incidents during which Yatan has stepped up and proved himself in a highly visible, high stress situation. Yatan is relentless when it comes to resolving issues and takes it upon himself to see the issue to the end while consulting and informing all relevant parties.
On many occasions, Yatan has volunteered himself to assist at the last minute if there was an emergency. An example of this is when he worked a late night on a Friday and came back in on Saturday morning to move the ORC CAGs from the old Compugen building to the new one. The timing of the move was critical to ensuring that there was no outage to ORC’s production Citrix environment. Yatan jumped in to assist on less than 30 minutes’ notice.