Plan to deliver an Operational Center of Excellence

1. 180 days roadmap to become an OCE (Operational Center of Excellence) GSD PanamaEl Salvador

2. OCE-GSD Panama premise Nothing can be good if it can be better…..nothing can be better if it can be the BEST Erick Dithmer-DELL VP Dell Confidential

3. Who is Jorge Alvarado? A pasionate person, self confident, results oriented,- With strong people and motivating skills. Customer oriented . He is someone who looks for excellence every day and who believes that perfection it´s not attainable, but if we look for it , we will end up with excellence! He has built effective teams and had fun while beating every metric. He is someone who loves to win witn integrity, that even though he left DELL two years ago, still in love with the company He has more than 15 years of experience as a manager. He has worked as an area, regional, commercial and sales manager. At this time he works as CSO (Chief Sales Officer ) for a telecommunications company. And finally , when he worked at DELL, he left a legacy of sucess best practices innovation and several milestones. His best references are his former direct reports (managers and agents) that can explain that they accomplished a dream , taking an average division to be known as an exceptional one in the consumer group in a 90 days period!!! All manager meeting deck 9-26-08

4. Bases to plan our 180 days roadmap Dell Confidential Manage present Selectively forget past Create our future OCE- GSD Panama Service Customer satisfaccton Quality Profitability Customer loyalty Costs

5. OCE-GSD Panama values Quality Passion (for service & excellence) Innovation Integrity Teamwork Flexibility Ownership

6. 180 days roadmap to become an Operational Center of Excellence-GSD Panama Stage I (45 days) Stage III (90 days) Stage II (45 days)

7. I Stage (45 days) Dell Confidential

8. I Stage (45 days)

9. II Stage (45 days)

10. Stage III (90 days)

11. Having fun while exceeding expectations!!

12. Development programs What if you could get more out of your job? More out of your skills More from DELL More for you!!

13. Internal communications and innitiatives

14. Innovation-BPI Project (Innovare)

15. Dell Confidential Entry process of ideas 2 Working days 4 Working days 10 Working days

16. Standardized metrics (easy to understand BSC) Meritocracy thru clarity

17. OCE-GSD Panama Career Path Manager Back Office Coach Agent Top Performer PL (process Leader) People that have a career plan, which allows reward high performance employees become one of the reasons for staff turnover is below the contact centers industry. Agent Senior Agent Junior Agent entry level Operative position Leader/manager position Quality Assurance position Supervisor Information support position

18. OCE-GSP Panama Newton´s first law of motion: “An object at rest tends to stay at rest, or if it is in motion tends to stay in motion with the same speed and in the same direction unless acted upon by a sum of physical forces”

19. Q&A