Business Control Systems-Catalyst 3

Catalyst 3 is the NCSS developed business control system that is the platform for the integration of information and control of the various elements of the NCSS Group.

Developed with the goal of remaining responsive to our client's needs, Catalyst 3 is the vehicle for what we consider a market advantage for NCSS and it's clients.

Catalyst 3 is broken into several modules:

• An Administration module that sets up the parameters for control and billing of the Client's

• A Production Engineering Module for large scale workshop repairs

• A Field support module for the control of a deployed workforce including absolute stock control

• A Dashboard facility for the consolidation of real time reporting by group for overall business control

The Catalyst 3 Administration Module controls all aspects of a support company such as NCSS, including the interface standards for other client systems.

The Production Engineering Module is used by both our Supplier Support group and our high volume Workshop Repair group. The elements of control of work flow and associated logistics control are imperative for being able to offer our clients a timely and supportive facility.

Fundamental to the support of the clients repairs and warranty is the ability to track items and confirm repairs and specification of shipped equipment to effectively manage warranty claims. Catalyst provides this with quality control in the first instance for machine kitting and also the final box closure to ensure the correct kitting has been dispatched.

Quality control is also based on the ability to “Double Check” kitting and cosmetic defects backed up by a 7% total OBI (Out of Box Inspection).

Items that have been serviced previously are identified at entry to raise an alert to validate warranty credits or the requirement for billing for returned service.

The Field Support Module is the integrated database for the management of a deployed foield force of Agent and In-house engineers.

Management of such as capability is based on the availability of timely and appropriate status. Catalyst looks at client call activity from the highest level and concentrates on the calls that are non conforming, to ensure the best return for effort. Calls are represented graphically by status type, Those status types are changeable by operational staff to best represent the work they need to concentrate upon.

Based on this information, Call Centre staff can drill down further to see in tabular form the elements most in need of attention.

Having identified the area they wish to pursue, they can further drill down to “work” those calls that require escalation.

Where client have a national requirement, the proprietary NCSS “InfoCentre” shows all active calls by client and the engineers attending those calls at that time. Further alerts are available as the call exceeds on site expectations, nominally one hour after arrival.

Direct entry from the field or workshops provide immediate input to the InfoCentre. InfoCentre this propagates the update further to the scheduling systems of all agents. The drill down capability allows clients to determine the exact status of a call. The dynamic status of a call is represented by changing colours as shown below.

Catalyst 3 is designed not only to accommodate our business requirements directly through our own staff and Agents but, to allow Agents to also run their own business using the latest tested software and processes for their own business. Thus remote agents will be able to integrate the two sources or more, of their business and have it all controlled by the same software and processes.

We believe that Catalyst 3 and NCSS offer the most advanced combination of software and processes available for establishing and running a deployed service operation in Australia.