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What Is iQ?

iQ = INTERVOICE QUALITY

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iQiQ55 Program Positioning

Intervoice Strategy &

Business Planning

ISO 9001 – 2000CMM Level 2

iQ5

Moving from a Good Company to a Moving from a Good Company to a GREAT GREAT CompanyCompany

Core Process Evaluation Team -(CPET) Business Process Improvement – (BPI)

Sarbanes Oxley Implementation SAP Process Evaluation - ERP

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What is iQiQ55 ?

It’s the ‘fifth star’It’s the ‘fifth star’

It’s the ‘last box’It’s the ‘last box’

It’s moving us from “Good” to “Great”!It’s moving us from “Good” to “Great”!

Poor Fair GoodVeryGood x

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What is iQiQ55?

• iQiQ55 Intervoice Quality to the 5th Power

It’s our way of doing businessIt’s our way of doing business

It is Intervoice’s program for continual improvementIt is Intervoice’s program for continual improvement

It shapes the vision for our future products, solutions and It shapes the vision for our future products, solutions and servicesservices

It involves every department and employee around the It involves every department and employee around the worldworld

It sets the expectation for Intervoice in terms of delivering It sets the expectation for Intervoice in terms of delivering valuevalue

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The Impact of iQiQ55 ?

iQiQ55 - - The fifth power = The fifth power =– End UsersEnd Users– CustomersCustomers– PartnersPartners– EmployeesEmployees– ShareholdersShareholders

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iQiQ5 5 ObjectiveObjective?

• Our iQiQ55 objective?– To set the To set the Standard of ExcellenceStandard of Excellence in the industryin the industry for: for:

• End UserEnd User Benefit Benefit• ProductProduct QualityQuality• CustomerCustomer Satisfaction Satisfaction• EmployeeEmployee Evangelism Evangelism• ShareholderShareholder Enrichment Enrichment

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Who Has A High iQ5?

Someone who…Someone who…Is motivated by being the best at what they doIs motivated by being the best at what they do

Understands their unique contribution to meeting Understands their unique contribution to meeting company goalscompany goals

Sees Intervoice through the customer’s eyesSees Intervoice through the customer’s eyes

Seeks continual improvement in themselves, for the Seeks continual improvement in themselves, for the company and our productscompany and our products

Focuses on improving the ends by improving the meansFocuses on improving the ends by improving the means

Demonstrates a high standard of integrity Demonstrates a high standard of integrity

Helps… transform the way people and Helps… transform the way people and information connectinformation connect

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iQ5 and You

• YesterdayYesterday -- iQiQ55 was added to our business plan was added to our business plan– It is the competitive differentiator thatIt is the competitive differentiator that

“Our competition can’t match”“Our competition can’t match”

• Today Today -- everyone must define what everyone must define what iQiQ55 is: is: for for you and for your department or work groupyou and for your department or work group

– We want We want allall employees to relate to employees to relate to iQiQ55

• iQiQ5 5 is a personal commitment to excellenceis a personal commitment to excellence• iQiQ55 is different between an engineer and a sales administrator is different between an engineer and a sales administrator

• Tomorrow Tomorrow -- iQiQ55 must become part of our daily activity must become part of our daily activity and decision- making processesand decision- making processes

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Measuring iQiQ55

• Performance MeasurementsPerformance Measurements– If you’re not keeping score it’s just practice

– End UserEnd User and Customer SatisfactionCustomer Satisfaction• Satisfaction Surveys • Ease of Business• Post-Sale Support• ROI

– PartnersPartners• Mutually beneficial relationship• Prompt communication• Active engagement

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Measuring iQiQ55

• Performance MeasurementsPerformance Measurements– Employee SatisfactionEmployee Satisfaction

• Satisfaction Survey

– iQ5iQ5 Award Program– Annual Awards Trip – Los Cabos, Mexico– Financial Awards – iQ5iQ5 Spot Awards

• Productivity• Efficiency and Effectiveness - Doing the right things right!• Top candidates seek us out - “Best Place to Work”

– ShareholdersShareholders• Maximize shareholder value• Improved Margins • Increased Earnings Per Share• Continued Investment

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iQ5 - You and Your Team

• Departments make Departments make iQiQ55 meaningful:meaningful:– Assess your Departments values toward excellenceAssess your Departments values toward excellence– Clearly define your departments Clearly define your departments iQiQ5 5 expectationsexpectations– Identify policies and practices that conflict with Identify policies and practices that conflict with iQiQ55

– Set SMART Goals that supportSet SMART Goals that support iQiQ55, , MBO’sMBO’s– iQiQ55 Holds each team member accountable Holds each team member accountable – Include Include iQiQ55 as goal in Performance Review program as goal in Performance Review program– Recognition and Rewards Recognition and Rewards

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What is iQiQ5 5 todaytoday ?

• Department ExerciseDepartment Exercise:

– What are we doing today that supports the What are we doing today that supports the Intervoice Quality, Intervoice Quality, iQiQ55, philosophy?, philosophy?

Department Individual Department Individual

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iQiQ5 5 todaytoday ?

iQiQ55

What are we doing What are we doing todaytoday that supports the Intervoice Quality, that supports the Intervoice Quality, iQiQ55 philosophy? philosophy?

Department Individual

End User

Customer

Partners

Employees

Share Holders

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What is iQiQ55 tomorrow?

• Department ExerciseDepartment Exercise:

– If If iQiQ55 is going to be part of our organization, is going to be part of our organization, what do we need to start doing?what do we need to start doing?

DepartmentDepartment IndividualIndividual

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iQiQ5 5 tomorrowtomorrow ?

iQiQ55

If Intervoice is going to be an iQiQ55 organization, what do we need to start doing?

Department Individual

End User

Customer

Partners

Employees

Share Holders

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iQiQ55 and You

• Implementation:Implementation:– How do we put these ideas and concepts How do we put these ideas and concepts

into action?into action?• iQiQ55 ChampionsChampions

• SMART GoalsSMART Goals• Individual OwnershipIndividual Ownership• Desire to Make a DifferenceDesire to Make a Difference

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iQiQ55 and You

• Implementation, Next Steps:Implementation, Next Steps: – Departmental Meetings

– iQiQ5 5 Goals

– Performance Review Goals– Recognition and Rewards

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iQiQ55 and You

• Follow-up:Follow-up:– Collect Departmental and Individual objectives for Collect Departmental and Individual objectives for iQiQ55

– Share Share iQiQ55 findings findings

– Measure and Track Measure and Track iQiQ55 progress progress

– Celebrate Success!Celebrate Success!

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iQiQ55 and You

iQiQ55

• iQiQ55 is a philosophy about is a philosophy about PeoplePeople with a Quality component with a Quality component

NotNot

a Quality program with a People component!a Quality program with a People component!

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In FY’In FY’0505

Let’s Make it HappenLet’s Make it Happen