Click on one of the articles below to learn more about the PARTNERS Service Focus Team (SFT).
How Many DBAs Does It Take to Create a Service Focus Statement (SFS)?
Looking Back...Moving Forward!
How Many DBAs Does It Take to Create a Service Focus Statement?
One, in most cases; however, it usually seems like 15 because that is how many customer members are on the Service Focus Team. Exactly what is an SFS, and how does it get created? A Service Focus Statement is created when an individual or group decides there is room for improvement in the customer service offered by Teradata. Once an SFS is created, it is brought forward at a Service Focus Team conference call for approval. Here's where the 15 people come into play. We discuss the statement, make changes, and then vote on acceptance or rejection of the statement. This enhancement must be global in nature, and cannot be limited in scope to a specific customer's problem. Once approved, a Teradata representative takes ownership of the statement. The statement receives a tracking number, and progress updates are given on our monthly conference calls. When the issue has been resolved to the teams' satisfaction, the SFS is closed. Here's where you come in. If you know of a service enhancement that you consider global in nature and should be reviewed for consideration, please visit our website at www.teradata.com/teradata-partners/about/service.shtml and create a Service Focus Statement. You will be kept apprised of any statement developments. It's a great way to have a say in the customer service provided by Teradata.
Erin Redshaw
RBC Financial Group
SFT Customer Member
Looking Back...Moving Forward!
The PARTNERS Service Focus Team (SFT) is an organization established by the Steering Committee of the PARTNERS User Group, which serves as a conduit to NCR regarding service-related issues for NCR customers. By influencing the future service direction of NCR through active feedback from NCR customers on service-related issues and opportunities, the SFT helps NCR continuously improve service levels for all of its customers' Data Warehousing needs.
The SFT can help customers in two ways. First by submitting requests for service enhancements to NCR. Service Focus Statements are created by the SFT, but more importantly, any customer can create these statements via the PARTNERS website. After reviewing the issues and determining they are global in nature and not specific to one customer account, these statements are then forwarded to the appropriate department within NCR for further action and implementation.
Second, we benefit customers through active membership on the Service Focus Team. The team currently has members from 15 companies internationally. The SFT meets monthly on a telephone conference call and twice annually in face-to-face meetings where reviews of outstanding Service Focus Statements, presentations by NCR on service-related issues, and other items are discussed. Members have a wealth of experience in Data Warehousing, and the ability to share these experiences and expertise is an invaluable asset to the SFT.
Looking back, the SFT has been very active in the past year. It has been able to develop a PARTNERS Customer Survey, update the website, assist in NCR@YourService improvements, be involved in certification bench marking, negotiate improvement to the new Software Release Schedule, and open and resolve many new Service Focus Statements. Currently, there are close to a dozen outstanding service enhancement requests the SFT is actively working on.
Moving forward to the coming year, some of our goals are to create increased visibility of the SFT, encourage international membership on the SFT, continue creating Service Focus Statements on customers' behalves, encourage customers to submit their own SFSs, and resolve and close outstanding issues.
To apply for SFT membership or submit a Service Focus Statement, visit the PARTNERS website at www.teradata.com/teradata-partners/about/service.shtml. For more information, please contact Bruce Watterson, SFT Chairman, at (314) 235-7768, or bw4485@MOMAIL.sbc.com.
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