Press Releases

Media Alert: Aricent Presenting on Improving Customer Satisfaction at QuEST Global TL 9000 Best Practices Conference

Presentation entitled “Health Index for Sustenance Projects based on TL 9000 Metrics”

What:
Aricent, a global innovation, technology and outsourcing company focused exclusively on communications will be giving a presentation called "Health Index for Sustenance Projects based on TL 9000 Metrics" to demonstrate how to ascertain the status of communications maintenance projects. TL 9000 is a quality management system standard (QMS) defined specifically by and for the telecommunications industry.

QuEST Forum's Best Practices Conferences is an event dedicated to telecommunications professionals who want to share success stories and lessons learned in a multitude of disciplines. For more information, visit www.http://www.questforum.org.

When:
Wednesday, September 17, 2008 at 8:50 a.m. - 10:20 a.m.

Where:
Grand Hyatt Denver
1750 Welton Street
Denver, CO 80202 USA
Phone: +1 303-295-1234
http://www.granddenver.hyatt.com

Who:
Pranay Mishra, Lead Executive - Quality, Aricent. Pranay will be sharing some of the quality improvements and customer satisfaction improvements that can be gained by following the TL 9000 standard.

Aricent has developed a performance measurement framework, Health Index, for maintenance projects aligned with the TL 9000 measurement system. This presentation demonstrates use of index number and statistical process control (SPC) methods to provide a mechanism for quantifying, tracking and improving percentages in meeting Service Level Agreements (SLAs) and thereby, customer satisfaction.

Pranay Mishra will discuss how application of the performance measurement Health Index has increased response times resulting in 24% improvement in Meeting SLA (FRT) and how that translates to a 15% increase in the customer satisfaction index in post sales support over a period of two years.

About Aricent
Aricent is a global innovation, technology and outsourcing company focused exclusively on communications. Aricent combines the leading innovation capabilities of frog design with unparalleled domain expertise from supplying the world's foremost infrastructure, application and service providers. The company is owned by Kohlberg Kravis Roberts & Co., Sequoia Capital and Flextronics International Ltd. and has more than 500 clients worldwide. For more information, visit www.aricent.com.

Keywords & tags: customer satisfaction, TL 9000, quality, health index, QuEST, best practices, service level agreements, SLA