UCLA Strategic Sourcing Initiative
Program for Computer and Printer Products and Services
Service Issues and Resolutions
1. Response Times – Response times were too long for quotes, callbacks and order status
Resolutions – Quotes and Callbacks
 Addition of the following dedicated people to the UCLA team
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Sales Assistant for order processing and order status
Buyer to place orders for UCLA
Inside Salesperson for quotes and order status
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Improvement of call handling methods
o Previously, all calls were routed to one salesperson, who had responsibility for passing out the
calls. This process produced a bottleneck at the call distribution process. Now, sales calls are
routed to Sales Assistant for distribution to an available inside sales representative on UCLA
Team.
o End users that have become comfortable with a particular sales representative can always call that
person directly.
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Changes of distribution of functions for UCLA team
o Previously, inside salespeople handled both quoting and order processing functions. Now, the
Sales Assistant processes all of the orders, freeing up the sales representatives to spend more time
quoting and responding to UCLA end user requests.
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Streamlining of quoting process
o No quote is now needed for ‘Sweet Spot’ orders. End users send in a PAC order referring to the
proper ‘Sweet Spot’ desired.
o No quote is needed for accessory items. End users send PAC order with Web printout.
o KST was previously listing every line item on all quotes, including type of keyboard and mouse,
documentation included etc. This was unnecessary and time consuming, since these quotes can
take up to 15 line items. KST is now listing the pertinent information only on quotes.
o Previously, Dell required KST to request a new quote from the Dell inside sales representative in
Texas for every single order that was not an exact ‘Sweet Spot’ model. KST requests for quotes
from the Dell sales representative usually took 1-1½ days to receive. KST can now provide Dell
quotes via the KST/Dell Premier Page in minutes on a standard configuration.
o KST/Dell Premier Page also allows end users to build their own Dell quotes at UCLA’s prices,
configure their systems to order, make changes and print out E-quote, as well as check order
status. All of the ‘Sweet Spots’ are shown on one page, along with their prices and
configurations. This Premier Page has all of the functions of the Dell main Web Site
(www.dell.com).
o No quote is required for any Dell order with a valid E-quote number, regardless of whether it was
generated by KST, the end user or the Dell inside representative.
o KST/Compaq Web Page allows end users to build their own quotes based upon the Compaq
WSCA and CCIP education price schedules, build custom configurations for some models, access
technical specifications and do product inquiries. This site has all of the functions of the Compaq
main Web Site (www.compaq.com).
o No KST quote is required for any Compaq order that was generated by either the end user via the
Web site or a Compaq inside sales representative.
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KST/Gateway Web Page should be operational in late January. Its features will be very similar to
the Dell and Compaq sites. UCLA’s pricing will be loaded onto this site.
Continual education of UCLA end users on how to effectively use the KST Web site and the
KST/Manufacturer Web pages, so they can do their own quotes autonomously.
‘Bruin Buy’ will further streamline the ordering process.
Resolutions – Order Status
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Keeping end users informed
o Order confirmations with order numbers and contact numbers for KST, the manufacturer and
their Web Sites are e-mailed daily. Customers can call KST or the manufacturer, or look up their
orders on the Web.
o Dell orders are signed up for Dell Order Watch. Order Watch notifies the end-user via e-mail of
the confirmation by Dell of the order, and provides the customer with the order information, as
well as links to the Dell order status URL on their Web. Order Watch also sends to end-user email upon product shipment.
o KST has added a visual step by step tutorial to the KST Web site on how to get status on a Dell
order via the Web.
o KST is working with the manufacturers and distributors on developing an ‘Open Order’ process
to proactively contact customers if their orders will experience significant delays.
2. Delivery Issues - Dell orders are not meeting delivery commitments of 10 business days
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Dell did not start processing UCLA orders until November 21, and did not inform UCLA or KST of this
fact until November 20, causing initial delivery delays.
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Dell cannot fulfill their commitment of 10-day deliveries. Dell is currently quoting shipment dates of 2½
to 3 weeks to UCLA and other customers. Adding three days for transit makes delivery time 3 to 3 ½
weeks. This is anticipated to be an ongoing problem with Dell.
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KST is not delaying the delivery process, UCLA orders are placed same day or the following morning.
Currently, over 80% of UCLA orders placed electronically.
3. Web Site Issues - Some customer log-ins were disabled due to databases not synchronizing properly
Resolutions – Web Site
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Web site back end database error was found and logins were restored. Databases will continue to be
monitored for any errors.
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KST is using this Web site for Northrop Grumman, Lockheed, USC, Honda and others. This Web site
allows users to get real-time pricing and availability, technical specifications, and the fullest breadth of
products around. It also allows KST to track orders and purchases, and has many other valuable features.
The search function does take a little getting used to, but it does operate well. Despite the searching
shortcomings, KST’s current back end offers the most robust and full-featured solution to meet UCLA’s
overall program needs.
4. Service Issues - KST was unable to complete a printer repair because the replacement parts
were not available from the manufacturer
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Printer Repair Improvements
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Established on site support at UCLA for field service.
Currently discussing adding another technician on site at Student Affairs in Murphy Hall for field service.
Outfitted Help Desk, Technical Manager and Field Technicians with Nextel phones for walkie-talkie
capabilities.
Added to printer spare parts inventory based on limited analysis of UCLA printer mix. Have added more
parts for LaserJet 4000 and LaserJet 4 families.
All parts are delivered overnight at no cost to UCLA, and repaired the next day, if parts available from
manufacturer.
5. Other Improvements
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Addition of UCLA-dedicated Buyer allows KST to place orders same day or the following morning.
Starting Monday, January 14, 2002, a customer satisfaction survey will be e-mailed after delivery of
product to each customer. Survey responses will go directly to UCLA Purchasing.
Web Site demonstrations and Departmental meetings scheduled in an effort to continually educate the
populace.
Continued emphasis to staff of criticality of achieving 100% callbacks and meeting commitment times.
A new team member from Student Affairs was added to the commodity team
Improved Purchase Order tracking system was implemented to guard against lost orders.
User Guide brochure was created to help end users understand the contract.
KST / Dell Premier page instructions link.
KST added an online tutorial to show how to get order status on a Dell order.
Catalog has been loaded for the ‘Sweet Spot’ computers to Bruin Buy, printers will be added shortly.
6. Ongoing Challenges
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Customers resistant to doing business a different way.
Need to continually educate the customer on the benefits of the contract, and how to easily order via the
contract.
Need to continually reinforce the choice for the end user on support issues. End users get all of the same
manufacturer benefits, and can choose who will support them.
Customers send KST quotes from Web sites (e.g. Dell, Gateway, Sony) that are consumer products. KST
cannot always match configurations, since KST sells business line units. Also, getting the proper
information for these quotes take much longer, which delays the quoting time.
Delays from manufacturers on providing quote information slow down the quoting process.
Manufacturers’ inability to meet delivery times.
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