Meeting Date
April 16, 2013
Instructions for Participants1) Dial 6-5777, (203)436-5777 or (855) 925-3266. 2) Enter Meeting ID 68853 and #.3) Speak you name, then enter #.
Attendees
Members: Adriene Radcliffe, Ricardo Chavira, Russell Sharp, Susan West, Jane Livingston, Brian Wolson, Ed Kairiss, Susan Kelley, Jeff Capuano, Rick Smith, Joe Paolillo, John Jibilian, Stephanie Scungio, David Campbell, Dawn Colonese, David Galassi, Paul Gluhoski, John Guidone, Marc Ulan
Attended: Adriene Radcliffe, Susan West, Brian Wolson (remote), Ed Kairiss, Susan Kelley, Jeff Capuano, Rick Smith, Joe Paolillo, Stephanie Scungio, David Galassi, Paul Gluhoski, Soren Sonson, Kathleen Broderick, Arun Darwar
Agenda
Incident Management CSI and Value Scorecard (standing agenda item) Jeff Capuano
Discussion of the POD survey for Jeff's area - there are no objections to the POD survey. Jeff's team will monitor and also make the data available to all teams.
Update on Metrics Model - Rick Smith
Ricks team has updated the dashboards
Review of Customer Satisfaction Approach - Susan West
Ricks team has updated the dashboards
May Meeting Focus
Deep Dive Customer Satisfaction data from Survey - Susan West
Overview of financial management of Services - David Campbell
CMDB and Service States