Team Empowerment Seminar 

Speak you Mind!!!!!

Objectives:

1. Educate and Enlighten you of Xerox and Kobo Policies

2. Get feedback from you on how we can help you to improve your KPIs

3. Get feedback on obstacles that you face during your day to day activities

4. Help you understand the Xerox Culture

Ice Breaker

Xerox Policies / Kobo Policies Dress code:Business attire Monday thru Thursday and Casual Day FridayNo caps No shorts No flipflops No low cut blouse or short skirt (more than an inch above your knee)No visible Undergarments

Xerox Policies / Kobo Policies Security No tagging No cell phones on production floor No usb devices without permission

Xerox Policies / Kobo Policies Rules Of Production FloorNO food allowed on the production floor – no snacks, box lunch, soda, etc…NO unauthorised devices allowed – cellphones, tablets, flash drivesKobo devices are meant for troubleshooting onlyProductive ExpectationsYou are given 1 hour and 5 minutes of your work day to be used wisely(two 15 min break, 30 min lunch and 5 min personal time)You are expected to be 100% productive at all times Aux Violation- Going forward you are going to be held accountable each time you violate your auxes, whether you were at your station while in the aux or outside.

Kobo Policies When Troubleshooting, you are required to execute the

least harmful to most harmful Attempt all possible troubleshooting steps before

escalating (check with TL/Supervisor) You are required to have no more than five book in your

admin library at any point in time Any ticket older than 24 hours is considered to be outside

of service level ( you are required to apologies for the delay for these tickets)

Role PlayHow to be more personable?

How to be more effective on a call?How to be more efficient?

Probing techniques

How can I Help you?Production StaffAs production staff we produce the work that our clients require. These include handling inbound customer calls and data entry claims and queries to troubleshoot and technical assistance. We all have specific goals to meet on a weekly basis, Most of these goals are referred to as KEY PERFORMANCE INCENTIVES.AHT/EPH = 10%CSAT = 50%QA = 30%B2P = 10%Attendance/tardy = $1200

What are some the Obstacles you face during your day to day activities?

How do they affect your work/productivity? How can we fix it?

What do you believe I need to

improve on as your supervisor?

Xerox Culture Insert Support Organization video