Quarterly Vendor Evaluation Questionnaire

Application: Application Background:

1. My application is primarily (check one): ( ) Client-Server / Desktop ( ) IBM Mainframe based ( ) Web

Rated by:

2. The total number of TCS resources assigned to my application (both on-shore and off-shore) is: ( ) 4 or less ()58 ( ) more than 8 3. Since beginning the Service phase, the TCS resources assigned to my application have contributed to the following functions (check all that apply): ( ) Normal Production Support activities ( ) Emergency response to production problems ( ) Preventive maintenance ( ) Maintenance for efficiency ( ) Application development/enhancement ( ) Research/implementation to improve application Section 1: Check the box that most closely represents your satisfaction with the activities described by the following statements.

Legend:
AD AE exceeded AR IA DA N/A Achieved with distinction: targets are consistently exceeded Achieved/Exceeded: results are always achieved and sometimes Achieved results: targets are consistently achieved Inconsistently achieves: inconsistent in meeting targets Does not achieve: does not meet targets Not applicable

Part A: Understanding of and Compliance with Outsourcing Initiative Goals 4. Suitability of and acceptance of the TCS resources that were assigned to your application. (DA or IA rating would indicate that you rejected resources and asked that they be replaced within the last quarter. Please use the comment section at the end of the questionnaire to explain why you asked that resources be replaced.)

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Quarterly Vendor Evaluation Questionnaire

AD ( )

AE ( )

AR ( )

IA ( )

DA ( )

5. Stability of the TCS team assigned to your application, and impact on performance of any changes made to your assigned TCS team. (IA or DA response would indicate that the team was changed without your request during the last quarter.) AD ( )
6.

AE ( )

AR ( )

IA ( )

DA ( )

Satisfaction with the number of TCS resources assigned to your application, based on the current quarters performance. (If IA or DA, explain in comments at end of questionnaire.) AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

7. Satisfaction with TCSs adherence to the Work Order for your application. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

8. Satisfaction with TCSs understanding of the concepts, methodology, and procedures involved in outsourcing. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

Part B Software/Work Quality 9. Quality of software/results delivered for support requests. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

10. Quality of software/results delivered for enhancement requests. AD ( ) AE ( ) AR ( ) IA ( ) DA ( ) N/A ( )

11. Quality of application documentation created and maintained. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

12. Effectiveness of participation in application problem resolution. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

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Part C Communication 13. Effectiveness of the communication and coordination between TCS-onsite and ML team. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

14. Effectiveness of the integration, through communication, of the ODC team into the ML team. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

15. Effectiveness of TCSs communication and coordination with ML users and other systems groups. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

16. Satisfaction with communication about the adequacy and effectiveness of utilization of the ODC team. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

Part D Responsiveness
17. Satisfaction with compliance with response targets described in the Work Order,

during business hours. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

18. Satisfaction with compliance with response targets described in the Work Order,

during non-business hours. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

19. Satisfaction with the TCS teams ability to meet agreed-upon schedules. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

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Part E Technical and Business Skills 20. Satisfaction with the TCS teams understanding of business processes and functions. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

21. Satisfaction with the TCS teams understanding of the written work

requirements. AD ( ) AE ( ) AR ( ) IA ( ) DA ( ) NA ( )

22. Satisfaction that the TCS teams technical skill level is appropriate to the work allocated. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

Part F Process and Team Management 23.Satisfaction with TCSs planning, tracking and reporting of work allocated. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

24. Satisfaction with TCSs management and co-ordination of the onsite and ODC resources. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

25. Satisfaction with TCSs management of any personnel changes within TCS team. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

26. Satisfaction with the response by TCS management to issues raised. AD ( ) AE ( ) AR ( ) IA ( ) DA ( ) N/A ( )

27. Satisfaction with the resolution by TCS management of issues raised. AD ( ) AE ( ) AR ( ) IA ( ) DA ( ) N/A ( )

Part G Attitude 28. Satisfaction with TCSs commitment to the team and a willingness to put in extra effort if necessary. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

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29. Satisfaction with TCSS demonstration of a proactive attitude in relation to issue resolution. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

30. Satisfaction with TCS teams suggestions for and implementing of application improvements. AD ( ) AE ( ) AR ( ) IA ( ) DA ( ) NA ( )

31. Satisfaction with TCS teams suggestions for and implementation of process improvements. AD ( ) AE ( ) AR ( ) IA ( ) DA ( ) NA ( )

32.Satisfaction with TCS teams compliance with ML rules and regulations with respect to security and confidentiality. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

Part H Infrastructure 33. Satisfaction with the reliability of the communications infrastructure (voice/data link to ODC). AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

34. Satisfaction with the adequacy and reliability of hardware and software (HOD, Webmail) provided for non-business hour support by on-shore team. AD ( ) AE ( ) AR ( ) IA ( ) DA ( )

Section 2 (free format): Summarize briefly your perception of the overall performance of the TCS production support team during the Service Phase for your application. Also, please list your suggestions for improvement, if any.

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