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Wells Fargo Services

International
Business Machines 1Q 2005 Scorecard

Scorecard name: Miscellaneous appendices
test
Description: This scorecard is created in
order to test miscellaneous appendices. In particular
AppxMiscVendorSubmitted.ascx and AppxMiscWFSubmitted.ascx
controls
Strategy: Test new

Weight

Grade

YTD Grade

Objective 1: Contract Management
Provide
accurate and timely billing and/or resolution of errors based on
negotiated contract(s)

a. Miscellaneous – Vendor Submitted

Appendix: Generic

30%

3.00

Appendix: Miscellaneous - Vendor Submitted

70%

3.37

60%

3.18

b. Miscellaneous – WF Submitted

Appendix: Generic

45%

5.00

Appendix: Miscellaneous – WF Submitted

55%

2.50

40%

3.63

80%

B

3.36

B

3.36

Objective 2: Futures and Strategies
Partner
with WFSC to improve performance, processes and service through projects
and solutions targeted specifically for Wells Fargo. Understand the lines
of business that are supported and their changing environment

a. Project Support

Appendix: Hardware Availability Summary

2%

100.00

Appendix: Hardware Availability Detail

2%

0

Appendix: Communication Proactive

2%

3.00

Appendix: Single Points of Failure
Notification

2%

2.67

Appendix: Generic

2%

3.00

Appendix: Data Security Incidents

4%

555.00

Appendix: Service Level Objectives

5%

3.00

Appendix: TAC Support

5%

5.00

Appendix: Service Availability: Voice

5%

0

Appendix: Service Availability: Data

5%

10.00

Appendix: Service Availability: SHNA

5%

5.00

Appendix: Hardware Failure Replacement

5%

5.00

Appendix: Data Integration

5%

5.00

Appendix: RMA

5%

5.00

Appendix: Hardware Procurement and
Delivery

5%

5.00

Appendix: Mean Time to Repair

5%

5.00

Appendix: Software Issues

5%

0

Appendix: Data Center Facility Management

5%

5.00

Appendix: Project Support

5%

2.04

Appendix: Business Impact – Unplanned
Outages

5%

0

Appendix: Communication Ongoing

5%

5.00

Appendix: Customer Survey

5%

5.00

Appendix: Miscellaneous - Vendor Submitted

1%

3.01

Appendix: Miscellaneous – WF Submitted

1%

1.60

Appendix: Scheduled and Emergency Changes

1%

77.20

Appendix: Contract Management

1%

13.75

Appendix: Balance of Trade

1%

5.00

Appendix: Offshore Provider

1%

5.00

100%

4.38

20%

A

4.38

A

4.38

Grading scale

Grade

Range

A

Excellent

4.25 - 5.00

B

Satisfactory

2.75 - 4.24

C

Unsatisfactory -
need improvement

2.35 - 2.74

D

Unsatisfactory -
monitor

1.80 - 2.34

F

Unsatisfactory -
critical

1.00 -
1.79

B

3.56

B

3.56