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As an initial step, it is important to ensure that all of the required metrics are listed on Table F and the PST. This is done by reviewing the requirements in Category 4.0 Performance (including Item 4.10 Achieving Results) and Exhibit 1. Protect the worksheet before entering any data. Only enter information in columns A, B, C, D, E, F, G, and J. Entering data in other columns will interfere with the built-in calculations.
Column B
Cell B6: Insert the date Cell B7: If this is an initial certification, enter Y Cell B8: If this is a re-certification, enter Y Cell B9: Enter B or G to indicate if the entity is seeking certification to the Base or the Gold Standard.
prior to the break in data may not be considered in determining compliance to Item 4.10 Achieving Results. Column H: Are Targets Achieved in at Least 3/4ths of the Periods? Based upon your entries in Columns f and G, the tool will automatically determine the answer to this question. Column I: Is Performance Improvement Expected? A No in Column I will automatically yield a Yes in this column, indicating you would expect performance improvement. Column J: Is there Sustained Improvement? An entry should only be made in this column if there is a Yes in column H. This is your assessment of whether or not there has been sustained improvement. The guideline you should use for determining if improvement has been sustained is either: Are there three consecutive data points above the previous performance level? Did the mean performance change? Column K: Is individual metric compliant? If the answer in either column H or J is Yes then the tool will automatically enter Compliant in this cell, otherwise, it will enter Not Compliant.
Base: To be compliant, the Entity must achieve at least 50% in Cell I11 and at least 75% in Cell K13. Cell K23 performs this final calculation and determines if the Entity is compliant with Item 4.10. Gold: To be compliant, the Entity must achieve at least 65% in Cell I11, at least 75% in Cell K13, and at least 50% in Cells M15, M17, M19, and M10. Cell L25
2004 Customer Operations Performance Center Inc. Revised 01-Nov-04
performs this final calculation and determines if the Entity is compliant with Item 4.10.
Revised 01-Nov-04