IOUG Support Quality Council

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Newly formed in the fall of 2010, The IOUG Support Quality Council serves as a customer advocacy group working directly with the Oracle Product Support's executive team.

The objective of this Council is to represent Oracle Database, Enterprise Manager and Middleware customers to Oracle Product Support by engaging and collaborating together to improve the overall customer experience including but not limited to:

. Review and respond to proposals and initiatives of Oracle
. Request changes that will benefit Oracle Users
. Inform Oracle Database, Enterprise Manager and Middleware Support of member concerns

The main activities and goals of the Council are:

. Work with Oracle on methods to make certification and SR/Bug/Patch information readily available to Oracle Database, Enterprise Manager and Middleware customers via various media
. Educate the customer base on how to secure certification and bug/patch information
. Work with Oracle on quality improvement initiatives
. Provide input and participate in reviews, support processes changes and overall customer service improvement

Members of the council include:

Vinod Haval, Bank of America
Sridhar Ramachandran, Barclays Capital
Sridhar Annapantula, Boeing
Eric Fisher, Embry Riddle Aeronautical University
Bob Stoneman, Greater Cincinnati Oracle User Group (RUG Leader)
John Matelski (chair), Gwinnett County Department of Information Technology
Jonathan Jackson, Masterlock
Meena Maheswaran, Nevada Energy
Kim Floss, Pepsico
April Sims, Southern Utah University
Arup Nanda, Starwood Hotels & Resorts
Linda Hellow, Station Casinos
James Howerton, University of Alabama at Birmingham
Kirby McCord, US Cellular

To date, the council influenced improving the functionality of the MyOracle Support portal, discussed the need for communication around middleware patching, reviewed consistency of segment advisor automation (ensuring members understand the functionality), and reviewed concerns around Oracle Support Hub and the lack of the ability to upload through single point of connection (configure to single source and then uploads to MyOracleSupport). Oracle will be working with one of the council members in a case study format, to execute single point of connection and then communicate the process via a member wide webinar in the spring. Additionally based on council member feedback, a series of Oracle Support webinars will be presented during 2011 addressing member requested topics.

For more information or to join the council, please contact John Matelski, IOUG Executive Vice President and Council Chair at