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            October 2001                                                                                                                                                                    Volume 2, Number 10	



In an effort to reduce our speed to market, improve client satisfaction, and streamline the account setup process, we have made several changes to the process:

The Work Initiation Process will no longer be used to process new deals.
The Deal Sheet has been replaced with a new form, the Deal Ticket.  The Deal Ticket consists of a one-page data entry form and a data sheet that can be uploaded.  Enron owns the Deal Ticket and is responsible for revisions and updates.  A sample Deal Ticket is contained in the attached file.
Deal Tickets will be transferred from Enron to CSC's Order Provisioning team via the share drive (Enron's I: drive and CSC's L: drive).
This new process went into effect for Gas Mid Market deals on October 8.
The new process went into effect for Enron Direct on October 22.
Power Mid Market deals will launch in the coming weeks.
CSC will report the status of all deals in process to Enron.
All deals originally submitted through the Work Initiation Process will be stored there, and changes to those deals will continue to be process through that tool.

If you have any questions about the new Deal Setup Process, please call Tom Huson, Team Enron, at 713.345.5054.

 




The window is fast closing on your opportunity to respond to CSC's Enron Customer Satisfaction survey.  If you have not completed the survey, please click on the URL link below and share your opinion of the quality of the services CSC provides you and your customers.  Next week, CSC's Continuous Service Improvement Team will hold a random drawing to select the winner of
a $50 American Express gift certificate from among all respondents.  

If the URL does automatically link you to the survey, please cut and plaste the link into your browser.

http://websurveyor.net/wsb.dll/4201/CSCESSURVEY1.htm
 


The Business Center is the central point in EES for dealing with customer issues.  Given that role, the management and staff of CSC's Customer Call Center have established procedures to handle calls that come into the Business Center but require resolution by  CSC.  A "hot" hand-off procedure ensures that customers speak to the person who can resolve their question while still on the phone.  Together, the two groups are working hard to respond to customer inquires and problems in an ongoing effort to achieve
the highest level of customer satisfaction.




Two CSC teams were called to action as a result of the September 11th terrorists attack in New York.  On the morning of the attacks, approximately 40 CSC employees were at work at St. Vincent Catholic Medical Center, the closest hospital to New York's financial district.  CSC has an IT outsourcing contract with the medical center.  After the attack, CSC employees helped to set up an expanded receiving area for ambulances and emergency vehicle, transfer patients to the emergency room, and restock
emergency vehicles returning to the World Trade Center area with towels, sheets, saline solution, and masks.  They also helped to set up additional nurses' stations and round up stretchers and wheelchairs from throughout the facility.  By Wednesday, the team moved onto other roles by helping to setup and man telephone lines and collect patient information in an ad hoc database.  Some also volunteered at the information center that was setup for family and friends in search of information about their loved ones.

The Pinnacle Alliance team supports the J. P. Morgan Chase (JPMC) data centers.  Twenty CSC employees worked 24-hour shifts at the data centers located at 60 Wall Street using backup generators for power to maintain servers and telecommunications for JPMC's equities and markets business.  The team was able to access the impact and stabilize the technology infrastructure for the client's continued operation.  JPMC was one of the first financial firms to complete New York Stock Exchange testing over the
weekend of September 15.  On September 17, JPMC had its largest single day of trading without incident.



The e-mail address enronfeedback@csc.com gives you an avenue to communicate with CSC about the quality of our work performance--both kudos and suggested improvements.  Messages are checked daily and CSC guarantees that all e-mail will be acknowledged within three business days.  In addition, in those instances where an e-mail identifies an issue or problem, CSC is
committed to understanding and addressing your concern.  We look forward to hearing from you at enronfeedback@csc.com!




The MIMC Best of Professional Services Sites Award 2001 was given to CSC's netXperience team for their work on the GlobalSpec.com project.  Winning a MIMC Award is the highest honor given exclusively to companies and professionals for the creation of Web sites, titles and technologies.  The MIMC Awards is not only the largest and most prestigious awards competition of its kind, it is a celebration of the various creative and technological accomplishments.



 This monthly electronic newsletter is brought to you by CSC Energy Services'
Continuous Service Improvement Program and Team Enron.