IQPC - Strategic Performance Management & Measurement Summit

Tina Waters │March 2012

Powering the dream Powering the dream

National Customer Operations – People Strategy

Realize the best performance from employees by:

• Attracting and hiring the best

• Developing the appropriate knowledge, skills, and abilities

• Cultivating feelings of engagement with Comcast

• Building motivation to work and dedication to Comcast

• Strengthening productivity and customer service excellence

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Powering the dream Powering the dream

ATTRACT & RECRUIT

ON-BOARD & TRAIN

DEVELOP & PERFORM

REWARD & PROMOTE

RETAIN & GROW

Selection

Tools

Comcast

University Career Progression Plans & Reward / Recognition

Standard

assessment

for pre-

employment

screening

Standard

interview

guide

New hire

training

Ongoing

training for:

1) HR compliance 2) New products 3) Career

progression

CommTech

Comprehensive career path program for Comcast field

technicians

Quarterly Frontline Bonus

Reinforces performance and connects employees to how they

contribute to the customer experience

Bow Tie Awards

Recognizes top frontline employees who

consistently exceed key performance goals.

Circle of Success

Celebrates employees who go above and

beyond to live the Credo, while improving our

company and customer experience

Employee

Lifecycle

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Powering the dream Powering the dream

A CASE STUDY

Developing Meaningful Performance Measures for Results

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Powering the dream Powering the dream

Performance Management Support

Leader’s Guide available to all people leaders:

• Performance management calendar

• Setting goals for “how to”:

Behavioral goals – the “how”

Individual goals – the “what”

• Sample development plans

• Sample agendas for goal setting meetings

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Powering the dream Powering the dream

Our Approach to Goal-Setting

• Tie employees’ day-to-day activities to Comcast’s strategic

business objectives

• Provide employees with clear expectations for their job

performance

• Facilitate top performance by providing employees with tools and

resources that will help them succeed

• Establish desired outcomes Managers can use to objectively

measure and optimize employee performance

• Lay the groundwork for effective performance differentiation

between employees at the time of performance evaluation

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Powering the dream Powering the dream

Our Promises to Customers

1. We will give you a 30-day, money-back guarantee on our video,

voice or high-speed services.

2. We will always be on time within your appointment window or we'll

credit you $20 or give you a free premium channel for three

months.

3. We will resolve routine issues in one visit or we'll credit you $20 or

give you a free premium channel for three months.

4. We will treat you and your home with courtesy and respect.

5. We’re here for you, 24 hours a day, 7 days a week to answer

questions at your convenience.

6. We will offer easy-to-understand packages and provide you with a

clear bill.

7. We will continually offer the best and most video choices.

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Powering the dream Powering the dream

CommTech Career Progression

Certify to

CT2 in 90-

days

Max

Certify to CT3

in 5-months

to 18-months

Self-

Progression

Must be at

Proficient or

Advanced to

move to CCT4

CCT5 is Posted

Position

NCT4 is Posted

Position

NCT 5 is Self-

Progression

CT1: Trainee/New Hire

CCT4: Expert-level triple play

and Commercial installations

and service

CCT5: Complex Commercial

installations/surveys NCT5: Optical Fiber and

Facilities Maintenance

NCT6: Headend and C-RAN

Maintenance

CT3: Multi-Product residential and basic commercial installation and

service including Video, CDV, CHSI

CT2: Video and CHSI installations and service

NCT4: Coaxial and Fiber

Network Maintenance

Functional Proficient Advanced

Network CT

Functional Proficient Advanced

Functional Proficient Advanced Network CT

Must Stay in Horizontal Level for Two Consecutive Quarters

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Powering the dream Powering the dream

Linking Performance to Customer Expectations

Customer Promise Individual KPIs Behavioral Goal

We will always be on time

within your appointment

window

Rework Rate

Make it easier for the

customer to do business with

us by providing first interaction

resolution every single time

We will resolve routine issues

in one visit Rework Rate

We will treat you and your

home with courtesy and

respect

Voice of the Customer

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Powering the dream Powering the dream

The Results…

"Last year was a very important year for our company. Cable continued to

drive innovation, increase new product introductions and transform the

customer experience, and we successfully integrated NBCUniversal. We

also reported strong financial and operating results in both the fourth quarter

and for the full year. Specifically, cable had another terrific quarter of

improving customer metrics, demonstrating that our new XFINITY brand

and our intensified focus on service and innovation are making a real

difference…”

Source: Brian L. Roberts, Chairman and Chief Executive Officer

of Comcast Corporation, 4th Quarter and Year End 2011 Results

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• 2011 Consolidated Revenue increased 47%

• Operating Cash Flow increased 26%

• Operating Income increased 34%

• Free Cash Flow increased 30% to $7.0 Billion, with $5.2 Billion from Cable

Powering the dream Powering the dream

The Employee Experience Results

• Attrition of 10% or less

• Comcast employee engagement higher than general industry on

most fronts

• Comcast field technicians have highest ratings on annual employee

satisfaction survey:

Our strategy

Communications

Great Place to Work

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IQPC - Strategic Performance Management & Measurement Summit

Tina Waters │March 2012

Powering the dream Powering the dream

Strategic Performance & Change Management Conference

Actuate - The BIRT Company™

Spider Strategies, Inc. Association for Strategic Planning Process Excellence Network Strategy Management Group

If you would like to receive the free IQPC brochure

directly email taryn.soltysiak@iqpc.com

November 13-15, 2012 in New Orleans, LA

View the Strategic

Performance & Change

Management program here:

http://tinyurl.com/8wxywgc