Service Quality Assurances and Continuous Improvement Sample Clauses

Service Quality Assurances and Continuous Improvement. 3 The Current Agreement sets out a methodology to measure Inergi’s performance, which 4 includes defined service levels or performance indicators (“PIs”) and client satisfaction 5 surveys. Inergi’s services are measured regularly (monthly, quarterly, and yearly) for 6 achievement of PIs. The PIs vary based on the nature of the service in question and set 7 both minimum and targeted service levels. When Inergi fails to meet certain PIs, 8 Networks is entitled to either: (a) a service credit(s) calculated in accordance with 9 predetermined formuli, (b) at Inergi’s cost, remediation action based on a remediation 10 plan that Networks has approved, or (c) both, depending on the level of criticality and 11 frequency of such failures.1 The PIs are adjusted upwards annually, where applicable, to 12 drive continuous improvement. In the contract year ending February 2013, Inergi met or 13 exceeded 97% of all PIs. 14 15 Inergi performs client satisfaction surveys of Networks’ relevant business managers and 16 internal users. Inergi must address dissatisfaction revealed by the surveys. Together, the 17 parties are to identify opportunities and strategies for responding to any issues the 18 surveys reveal. The scores of these surveys have recently been 3.9 out of 5 for Base 19 Services and 4.0 out of 5 for Project Services. 20 21 The Current Agreement also prescribes a process whereby Inergi continually introduces 22 global best practices from Capgemini to Networks. As of mid-2013, Inergi has generated 23 initiatives which have resulted in cost savings, primarily across strategic sourcing and 1 Termination of individual statements of work or any part thereof is allowed under defined circumstances without payment of any penalties or termination charges. 1 infrastructure storage reductions. The initiatives are presented to and reviewed by 2 Networks. 4 The Current Agreement sets out a governing structure to manage the parties’ relationship, 5 which includes the Joint Executive Committee, the Joint Governance Committee, the 6 Joint SOW Oversight Committee, and the Joint Service Leadership Committee. These 7 committees meet regularly, at different intervals, to ensure strategic alignment between 8 the parties, oversee relationship, review Inergi’s global business strategies, review 9 operational performance, change management, business planning, continuous 10 improvement, and manage and resolve any risks and issues.