Time Warner Cable

Customer Contracts & Billing

Assessment and Improvement Proposal

Itegrix, Inc.

Edina, MN

Ted Volk, President

Presented on June 23, 2003

Agenda

· Current issues

· Business risks

· Observations

· Suggestions

· Itegrix, Inc. delivering the solution

Current Issues

· Bill for Service: Inconsistency with Work Order Agreement

· Billing for promotional services cancelled in time, and equipment returned by customers, for 13 extra days

· Change of service adjustment: excessive refunds

Research sources: accessible to all customers

Charges vs. Quotes

Service	Work Order		Bill for Service/mo.
	Promo	Regular	Charge	Refund
Basic	7.45		9.50 (after 3 mo.)	9.50
Standard	12.05		25.95 (after 3 mo.)	29.98
Dig. remote		-0.08	0.30	0.34
Navigator		0.50	0.50	0.56
Digl. convt	2.65		6.65	7.67

Business Risks

· Legal exposure (“Class of customers whose contracts have been breacheed”)

· Overloading Customer Service Calling Center

· Customer Service Calling Center moral issues (repeatedly issuing a credit while the issue is not being solved)

· Higher level of customers’ scrutiny when accounts become viewable via Internet

· Exaggeration of problems by competitors, media and AOL stock speculators (C&SS)

Observations

· Merging all the necessary information streams and proper configuration is not assured by current processes

· Internal QA could not detect the problems

· No process on reporting/evaluating such kind of problems

· My case [a small fraction of TWC business]:

o Reported mid-March

o Discussed via phone/e-mail on all levels of management

o By now, nothing fixed

o Customer’s prospective: no fixes are planned

Suggestions

· Research inter-dependencies with Corporate IS

· Present prospective Corporate benefits for possible Corporate funding

· Improve business processes related to introducing promotions and other changes

· Start the processes and IS improvements soon (will serve as good defense)

· Optimize divisional IS configuration procedures

· Educate personnel on proper issues detection and handling

Itegrix, Inc. Delivering the Solution

· Already familiar with many TWC issues

· Extensive experience in business and engineering environments

· Ability to bring a specialized team

· Negotiable engagement format

· Multiphase planning

· Reasonable prices