Example of an account review for IT leader or Business relationship managers (BRM).

1. Account Review Example
Last Updated on 2013-07-15
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2. 1. Operational Performance
2
Performance indicators
• Budget
• Availability
• Service levels
• Satisfaction
97%
99.4%
94%
72%
Notes:
• Availability dipped this quarter due to
issues with network providers. The
situation has been resolved.
• Satisfaction is improving but is still below
the 75% level.
The satisfaction improvement program is well underway and results are encouraging.
95
99
94
97 98 97
90
95
100
1 2 3 4 5 6
Budget
99.9 99.7
99.3 99.1 99.3 99.4
98
99
100
1 2 3 4 5 6
Availability
91 89 91
95 93 94
80
90
100
1 2 3 4 5 6
Service levels
95
99
94
97 98 97
90
95
100
1 2 3 4 5 6
Satisfaction

3. 2. CS Service Usage by Department
3
We have seen an increase in the number of
requests per user for department XYZ compared to
other departments.
After analysis, we recommend a second training
session on the new Office suite as it seem to be the
cause of many of these issues.
Satisfaction is increasing but is still slightly lower for
department XYZ compared to other departments.
Satisfaction should increase once the sales system
has been replaced as it is the cause of significant
dissatisfaction.
Dissatisfaction with the sales system is still a major issue.
The replacement is still scheduled for June 15th.
67 71 7273 75 76
0
25
50
75
100
Period 1 Period 2 Period 3
Satisfaction
Department XYZ
Company
1.225
0.998
0
0.5
1
1.5
# requests / users
Requests per users
Department XYZ
Company

4. 3. Focus and priorities
• Operational efficiency and productivity
– Data accuracy and consistency are being audited
• Leadership and raising maturity of the management
teams
• Inventory issues remediation
• Standards/benchmarks
– i.e: to compare route information, energy consumption, etc. between sites
– Will need support from ABC (SCSS, etc.)
– Workshop scheduled in Toronto on April 12th-13th, to define future state of Corporate KPIs
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The priority is still on the sales system replacement.

5. 4. Projects
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JDE and Release 5 are red from a financial standpoint. They are still on their original
schedule.
Projects – Top 5
• CRM
• JD Edwards
• Intranet evolution
• Release 5
• Sharepoint
Notes:
• CRM is still looking for a June 15th go-live.
• JD Edwards is incurring significant cost
increase but the go-live date remains
unchanged.
Month 1 Month 2 Month 3 Month 4
CRM go-live
JDE go-live
User
Testing
User
Testing

6. 5. Status and Issues
• 1. Overall inventory management
– Issue:
• Inability to to manage inventory at a global scale I the ERP.
– Action items:
• Worked with shipping to review the shipping procedures. COMPLETED.
• Development of a new report to account for in transit inventory. COMPLETED.
– Status: Closed.
• 2. Need strategy/direction for Mexico operations
integration
– Issue:
• An orientation is required as to whether Mexico operations should be integrated in the same ERP.
– Action items:
• The preferred method would be to push the system/operation rather than work off a file exchange/reporting
arrangement.
• More discussions between Sales and Operations are required. PENDING.
– Status: Open.
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A resolution on the Mexico issue is required by June 15th or it will delay the JDE
project.

7. 6. Upcoming events
• ERP downtime on July 15th.
– JDE will be unavailable during the entire week-end of June 15th.
• CRM go-live on June 15th.
– User testing will be required on the previous week-end.
– Users and managers have already been notified.
• Network switchover on May 5th
– Brief network interruption on May 5th at night.
• Next account plan meeting: June 30th.
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8. Simon Chapleau
SC User Research
514.612.0511 x101
simon@sc-ur.com
SCUserResearch.com