A Global Approach to World-Class Service Delivery Kevin Page Worldwide Process Manager Mentor Graphics Customer Support Division Bernd Malke Customer Support.

Slides:

Advertisements

Similar presentations

Bringing the Powerful Application of Outsourced Manufacturing… …to the Solar Industry.

Advertisements

Business Improvement Review Knowledge Understanding Action.

Service Quality Division Leadership – Innovation - Results.

Page 1 Service Organization Overview October, 2006 Oakland Unified School District Redesign Oakland Unified School District.

© AberdeenGroup 2009 Energy Management: Driving Value in the Industrial Environments Mehul Shah Research Analyst Matthew Littlefield Sr. Research Analyst.

08/09/991WCS/KIS Training Program Trepper Widgets Training Program Plan - Agenda Project overview Why must we do this? Project phases and deliverables.

The Power of Collaboration CRS Intranet Catholic Relief Services Or Dashevsky October,

Page 1 Business Architecture – From Business Strategy to the Alignment of IT Rich Waller An Insurance Industry Case Study April 15, 2009.

BP Integrated Supply and Trading Indiana University

E-Commerce: The Second Wave Fifth Annual Edition Chapter 12: Planning for Electronic Commerce.

© 2008 Rolls-Royce plc This information is given in good faith based upon the latest information available to Rolls-Royce plc, no warranty or representation.

KLA Tencor Overview February /30/20152 Vision and Strategy : Extend our leadership as the world’s best Inspection & Metrology company with differentiated.

Managing Performance Improvement Across a Region The Only 5 STAR Support in EDA Gopinath Amargol Channel Support Manager Customer Support Division Mentor.

Chapter 16 Strategically Managing the HRM Function Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without.

Boeing Operations in Orange County Tom Croslin, Vice President, Southern California Engineering Design Center.

Survey Coordinator Orientation For Technology Provider Surveys California State University IT Operations & Support Services.

Enterprise Resource Planning (ERP) Systems

MANAGING ORGANIZATIONAL CHANGE IN A WORLD OF CONSTANT CHANGE, THE SPOILS GO TO THE NIMBLE.

A Case Study: Citi-bank Asia- Pacific. Agenda Background Problems Strategies Implementation Conclusion.

1 Strategic Workforce Planning at Monsanto Stu Larson Global Strategic Workforce Planning Lead January 12, 2009.

Competency Models Impact on Talent Management

AGENDA Welcome and introductions Brief introduction to PSI Mobile Technical Overview Demonstration Q and A Next Actions.

People Health Audit Frank Newman, C.H.R.L. Newman Human Resources  35 years HR experience  Finance Industry, Pharmaceutical Manufacturing, Semi-Conductor,

American Chemical Society Project Management Information Systems: Overview and Case Study PMI Baltimore Chapter Meeting Columbia, MD May 18, 2009.

Service Strategies Certification Showcase March 18, 2004 Kevin Durio Director, Customer Service & Support Accounting Solutions Best Software-Small Business.

“Raising the bar in Customer Service”. 2Mercury Confidential & Proprietary Agenda Mercury Introduction Structure/Evolution of CSO Where we were Overview.

March 2010Developed by Agency Human Resource Services, DHRM1 Organization Assessment Example of an Organizational Design Review and Recommendations.

Together we will accomplish great things! Merrill Legal Solutions Acquisition Update Confidential—Not For Distribution World-class service. Local commitment.

Online Support: Call Deflection Calculations and Other Black Arts Janet Petersen IC Layout & Verification Support Manager Christine.

All Employee Meetings - December, BFS--”Count on Us” Where have we come from? Where are we now? What does the future bring?

The Hilton Worldwide Performance Advantage

Copyright 2011 FUJITSU Employability FUJITSU case.

Sri Lanka Institute of Information Technology Software Engineering Project – I Clone of Rally GROUP NO : WD-SEP-002 | PROJECT NO :25 PROJECT : CLONE OF.

Mentoring Program Case Study SCP Best Practices User Forum Gayle Wehlacz V.P., Customer Support Extended Care Solutions Group.

The Canadian Trade Commissioner Service Indian investment in Canada An Overview October 2011.

This information is confidential and proprietary to Lawson ® and cannot be reproduced without permission. Reducing Resolution Time with Advanced Electronic.

Loving Your Customers Equally But Differently Janet Petersen Worldwide Senior Manager IC Layout & Verification Customer Support Division.

© 2006 JustSystems Inc. Structured Authoring & Publishing for Competitive Advantage Jake Sorofman SVP of Marketing and Alliances June 19, 2008.

BPK Strategic Planning: Briefing for Denpasar Regional Office Leadership Team Craig Anderson Ahmed Fajarprana August 11-12, 2005.

SALES Many Solutions. One Source.. Determining The Right Sales Organization v Tangible or Intangible? v Travel Expectations? v Inside or Outside Positions?

How eNet4S can benefit your project? eNet4S Software Solution Business Team Chief Technology Officer July 11, 2006.

C r e a t i n g S o l u t i o n s B u i l d i n g C a r e e r s 1 Professional Opportunities Orientation Program David Churchill Director of Project Management.

Ensuring Clients Achieve Superior Value in the Digital Economy Ensuring Clients Achieve Superior Value in the Digital Economy 12 th Software Engineering.

The North American Leader in Providing Technology and Best Practices in Recruiting and Staffing Solutions and Services.

Glen Fields - Final Project Presentation. What Sets CSI Apart... GBA 573 Consultants Company Background Located in San Diego, CA 5 Engineering Consultants.

Xilinx Ireland Campus. Xilinx Ireland Campus Facility Details  Location : Dublin, Ireland  Campus Size30,000 m2  Employees 1998 : 150  Campus facilities.

Establishing and Implementing Standards in Motor Claims – advantages and benefits for the entire industry from a Romanian case study Dr. Richard J. Nathschlaeger.

It’s tough to beat a Rhino. Save money ★ Guaranteed Quality ★ Help the environment ★ Save the rhino RHINOTEK Managed Print Solutions.

Strategic Mentoring: The Power of Many SiliconIndia Women 2.0 Summit 13 th March, 2009.

Overview What do we mean by a Learning Organisation? Why did we develop a People Development Framework? What was the process involved in building the.

Copyright © Information Resources, Inc Confidential and proprietary. February 13, 2003 Driving Business Performance for our Clients Career Opportunities.

OUTSOURCING PLANNING. Group Members Sumeet Rao 39 Aastha Salaskar 59 Krunal Madia 58 Dhanashree Kalamkar 18 Ritesh Karunakar 19.

Operational Excellence Evolution

Alan Page Director, Test Excellence Microsoft. A little about the book A little about the “SDET” A little about me Some other stuff.

Japan Airlines – Impact of E-Ticketing Fino Indrasaputra Jimmy Budi Haryanto Noviana Soesanty Picasso Hutabarat Sutrisna Yussy Agastuty P MMUGM Group 4.

Stephen Draughon Shay Little Aaron Rhoney Jennifer Roche (Group 2)

CORPORATE PRESENTATION

From Data to Insights Evolving your Program with Analytics.

Employee Training Management System by CustomSoft.

Customer Information Global electronics manufacturer

Organization Development and Change

Development of the Team

Organization Development and Change

Jim Hudak Vice President, Sales and Engineering Asia Pacific

MGA Welcome & Update John Day, Director, Member Products & Programs

PERFORMANCE MANAGEMENT SYSTEM

Enterprise Resource Planning (ERP) Systems

Electronics Business challenge

Presentation transcript:

A Global Approach to World-Class Service Delivery Kevin Page Worldwide Process Manager Mentor Graphics Customer Support Division Bernd Malke Customer Support Operations Manager Mentor Graphics Central Europe

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 A Global Approach to World-Class Service Delivery: Agenda n Mentor Graphics Customer Support Overview n How we’ve used SCP to build World-Class Support World-wide n Results and Benefits Worldwide n What next? n Questions

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 Mentor Graphics- A leader in the EDA industry n The Electronic Design Automation industry provides the design software used to create all of the world’s electronic systems. n It is time-critical technology used to design the most complex system-on-chip semiconductors & printed circuit boards. n Mentor Graphics has been an EDA industry leader for two decades with annual revenues over $600 million.

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 Mentor Graphics Customer Support n Vision — To be the Support leader in solving our customers’ design problems anytime, anywhere, any task n Mission — Eliminate the barriers between our customers and our technology — Establish Support as a competitive differentiator for Mentor Graphics n The only 5 STAR support in EDA

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 n 325+ Customer Applications Engineers worldwide Rapid, Expert,Technical Support WorldWide

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 Mentor Graphics’ SCP History 03/ / / / /03 5 Year Book: Southern Europe Western Europe Europe Combined Singapore Taiwan India Japan Central Europe North America 03/04 6

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 SCP: a means- not an end in itself... n A framework for improvement — Share best practices between regions and sites — Compare with, and learn from, the best in the industry n A tool to develop “plug and play” processes, systems for consistent world-class support, worldwide

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 Working Globally People SystemsProcesses

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 Global Systems n Global Tracking System (Siebel) n Knowledge Capture (Primus) n Tracking Feedback & Follow-up (Feedback Tracker)

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 Global Processes n Call Handling n Knowledge Management n Customer Listening

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 People working in a Global Team n SkillsBank n Performance Reviews: APR n Training and Development — CSDUniversity — Team Building — Soft Skills

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 Impact on Support Teams n Survey process — Quality: support engineers are taking more care with every case. — Ownership: More identification with the case and no closures without dealing with it. n Service delivery process — Formalization of this process- everyone knows what to do. — By knowing what to do and how people are more productive. n Performance Metrics — More visibility of support operation performance. — Helpful information for planning, review and performance management. n Training and people programs — Orientation program and formalized training programs- new support engineers are up to speed faster.

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 Benefits World-wide n Higher Customer Satisfaction n Better Employee Satisfaction n Lower Cost/Reduced Risk with new Support Sites n Higher Revenue n More Productive, better Quality Support n Recognition in the EDA Industry n Improved recognition & credibility of Support within Mentor

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 The Future n Further Expansion in Asia n Continuous Improvements World-wide n Drive SCP Standards Forward

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 Questions?