Mentor Graphics Best Practice: Open Case Surveys Janet Petersen Worldwide Support Manager, IC Layout & Verification Customer Support Division The only 5 STAR support in EDA

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 2 2 CSD,Support Value, Company Confidential8 Mentor Graphics 3,500 employees worldwide n n 325 support professionals worldwide n n 300,000 square feet of office & lab space Wilsonville, Oregon USA Headquarters Wilsonville, Oregon USA Headquarters

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 3 3 What is Electronic Design Automation (EDA)? n n The Electronic Design Automation industry provides the design software used to create all of the world’s electronic systems. n n It is time-critical technology used to design the most complex system-on- chip (SoC) semiconductors & printed circuit boards. n n Mentor Graphics has been an EDA industry leader for two decades with annual revenues over $600 million.

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 4 4 n 17 SupportCenters worldwide — 7 SCP certified currently in NA and EU — 4 planning for certification in Asia n Regional offices, global support team Mentor Graphics Customer Support

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 5 5 Customer Support Role in Company Annual Customer Sat Survey Annual Global Account Survey Incident Surveys (Closed Case) Open Case Surveys Customer Advisory Group Live Webcasts User Groups Focus Groups Pilot Programs DR/ER prioritization Project team mtgs Complex SR assistance Team building activities CSD Customer Listening Program Ongoing communication with product groups n n Support is in a unique position to provide strong customer perspective, advocacy, and feedback to product groups n n Credible “voice of the customer” n n Help make Support a competitive sales differentiator

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 6 6 Customer Support Role in Development Role of SupportTiming and Impact Early upstream involvement Decreases cost of support Increases customer satisfaction Proactive investment Prevention Credible ‘Voice of the Customer’ Strong Liaison, Business Partner Design in ‘Supportability’ Identify macro-level trending/needs Problem Solving Post-release customer communication Real-time issue handling ‘Safety Net’ for customers Convert fires to fixes/workarounds Characterize & prioritize Defect & Enhancement Reporting Remove customer barriers Feedback Daily/weekly interaction Maintain/grow relationships Impact releases & patches Links to product release cycles Provide ongoing feedback Participation in project meetings Author Support Plans Drive/report customer satisfaction

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 7 7 Why Survey Customers on Open Cases? n Communicate with customers early and often about their issues n Influence engineering direction on defect related calls — Most impact within 90 days after call opened — Additional customer feedback may help define / clarify problem n Alert us about reprioritization of issues from customer’s perspective

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 8 8 Open Case Survey Process The survey audience consists of: ALL customers who have had any type of support case open from days The support case must be linked to a defect report The survey is conducted by: Web-based survey with invitation The survey includes customer's perception of : What is impact of case to customer? What effort has customer expended? What effort has Mentor expended? Is customer well informed? How has Mentor communicated?

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 9 9 Subject: Follow-up about Open Mentor Graphics Service Request Dear, We have been working on a service request for you: Service request number: Log ID Short description: We realize your case has not been resolved yet, but wanted to check in with you about the handling of your request to date, and making sure we fully understand your current situation and respond accordingly. To send us this helpful feedback about your case, please click the Web address below. Thank you, Tom Floodeen General Manager Customer Support Division Invitation - Template

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 10 J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 10 Web Survey Which statement(s) best describes the current impact of your issue? (Please check all responses that apply)  Issue prevents use of tool  Issue is on our critical path  A workaround exists for this issue  Productivity is significantly impacted  The tool does not perform as documented  This issue is no longer a problem or it has been resolved If there is anything else you would like to tell us about the current impact of your issue, please describe here. [Open-end] We realize time spent on issues such as this can be frustrating. To help us understand the impact on you, please tell us how much time and effort you have spent on this issue.  5 - I have spent very little time and effort on this issue  4  3 - I have spent some time and effort on this issue  2  1 - I have spent a significant amount of time and effort on this issue How well have our efforts helped to minimize the amount of time you have spent on this issue?  5 - Mentor has minimized the time I needed to spend on the issue  4  3 - Mentor and I have worked effectively together on this issue  2  1 - I have had to do most of the work on this issue Are you well informed about what we’re doing on this issue?  Yes  No Which statement(s) best describes how well Mentor Graphics has communicated with you about this issue.  I have received clear and consistent information on this issue  I have received frequent status updates on this issue  I know all I need to know about the status of this issue  I have not received frequent updates  I have heard conflicting messages on this issue  I have heard nothing on this issue until now If you have any additional feedback, please describe here. [Open-end]

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 11 J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 11 Open Case Survey Process (Cont’d) n When customer submits survey, it will be sent to the CAE who owns the Service Request with a copy to the Manager. n Each CAE may see 1-2 customer responses/week (depending on call volume and number of defect-related calls). n CAE can update call and Defect Report as appropriate based on feedback. n CAE may contact customer to discuss any updates or questions the customer may have. n Response metrics are reported separately, not rolled into closed-case incident survey reports.

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 12 J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 12 Survey Process n n Sample of all closed calls invited by to complete a web survey n n Results posted to secure web site immediately n n All results ed to appropriate Customer Support Manager, Customer App Engineer for review n n Empower and enable CAEs have access to all of report site - don’t “bowl blindfolded” Mentor Graphics Datafeed Satmetrix Invites out Mentor Rpt. Site Responses CSM CAE Loyalty <4 Mentor Feedback Tracker CSM Customer Other company areas Trigger

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 13 J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 13 n Phase I (June 2002) n Managers automatically copied on feedback to facilitate escalation of issues outside CAEs responsibility  n Improve response to include more appropriate subject line and key to results  n Phase II (December 2002) n Add Global Support Managers to response s  n Phase III (Q1 2004) n Re-write invitation n Remove questions that are not yielding actionable data n Reword remaining questions to make feedback clearer n Incorporate into call tracking system auto- notifications Open Case Survey Process Improvements

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 14 J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 14 7 point scale to rate both importance and satisfaction; Can then analyze gaps for: n n Overall satisfaction with Mentor's communication on this issue? n n Mentor has understood the impact of this issue. n n I know how far the issue has progressed through its lifecycle. n n The communication told me what I need to know about the status of the issue. n n I understand how this issue has been prioritized. n n I know what will happen next with this issue. n n Anything else we should know about how we have communicated on this issue? (free text) Open Case Survey Process Improvements (Cont’d) Remove Questions That Are Not Yielding Actionable Data; Reword Questions to Make Feedback Clearer

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 15 J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 15 SR Open DR Open Accept/Reject Planned Rls New Customer Issue New Customer Issue Code Fixed QA Verified DR/SR Closed “SR Open & Number” “SR Open & Number” “DR Open & Number” “DR Open & Number” “Initial Status” “Initial Status” “PR Assigned” “PR Assigned” “Fixed, QA to Test” “Fixed, QA to Test” “Verified, to be Rlsd” “Verified, to be Rlsd” “DR & SR Closed, Rls Available” “DR & SR Closed, Rls Available” Project Team Actions Customer Message Open Case Survey Process Improvements (Cont’d) Incorporate into call tracking system auto- notices Open Case Survey if Accepted; Open Case Survey Incident Survey if Rejected Incident Survey

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 16 J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 16 Open Case Survey Lessons Learned n Good acceptance by customers: — average 30% response rate — comparable with other surveys n Follow-up is essential n Survey results must be actionable n Most customers feel we have not kept them well informed: — 78% of non defect-related issues lacking information — 52% of defect-related issues lacking information n We don’t always know the correct status of the issue: — 40 cases open that customers told us we could close — 7 cases logged as medium priority when were critical

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 17 J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 17 Open Case Survey Lessons Learned n Division review & response are not always timely : — 42 cases were still waiting for review & response n Comments have included useful technical updates: — Many comments have included workarounds and solutions — Many comments have helped CAE process the case n CAEs are frustrated with process: — Feel they are scapegoats for poor division engineering responsiveness — Need better process/guidance on expected behaviors/processes n Catalyst for communication with development groups n Raised awareness of engineering processes in Customer Support Division

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 18 J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 18

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 19 J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 19 1 Copyright © , Mentor Graphics. Mentor Graphics Customer Support Division Overview of the Customer Support Division ? CSD employs over 325 support professional worldwide. ? Our mission is to remove the barriers between our customers and our technology by delivering world class support. ? Our goal is to attract, develop and retain the world’s best Corporate Applications Engineers (CAEs). Environment ? CAEs are located and partnered with development engineers. ? CAEs use a state of the art global tracking system, integrated with an online knowledge base and support web site. ? CSD delivers local language, local time zone support in 17 support centers around the world. ? Our main campus is recognized for its people-oriented culture and excellent facilities. Why Join CSD ? CSD provides a dynamic, customer-focussed environment. ? Support is a recognized competitive differentiator for Mentor Graphics. ? Mentor is industry-recognized for excellence in s/w support. We are a five time winner of STAR Award from SSPA. ? Support is a career at Mentor Graphics, with challenging growth opportunities. ? Our CAEs are highly motivated: recognition and rewards are given high priority. ? Our CAEs are experienced: 52% have 5+ years of MGC support experience; 87% have 8+ years experience.

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 20 J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 20 The Only 5 STAR Support in EDA "Best after sales support"; Mentor Graphics rated #1 in all support related categories: * Best Pre-sales support *Best Post-sales support *Best Web Site *Best Training Services *Best Documentation EETimes' 2003 EDA Branding Study, Board Design "... I will also mention that I've found Mentor's support desk to be the best of any EDA vendor I have ever worked with. Other vendors pale in comparison." - Tom McKeone, AMD quoted in John Cooley's DAC '02 Trip Report, Item 22 5x winner* Audited, certified in multiple global locations** First EDA company to receive *Software Technical Assistance Recognition from the Service & Support Professionals Assoc. **Support Center Practices (SCP) awarded by Service Strategies Corp. Market confirmation Award confirmation Customer confirmation

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 21 J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 21 ClearQuest View DR/ER Lifecycle Triggers SR Open DR Open Accept/Reject Planned Rls New Customer Issue New Customer Issue Code Fixed QA Verified DR/SR Closed “SR Open & Number” “SR Open & Number” “DR Open & Number” “DR Open & Number” “Initial Status” “Initial Status” “PR Assigned” “PR Assigned” “Fixed, QA to Test” “Fixed, QA to Test” “Verified, to be Rlsd” “Verified, to be Rlsd” “DR & SR Closed, Rls Available” “DR & SR Closed, Rls Available” Project Team Actions Customer Message minutes hours/days days/wkswks/months days/wks Patch=days Rls=wks/mos NEW SUBMITTED ASSIGNED OPENED RESOLVED VALIDATED POSTPONED CLOSED

J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 22 J. Petersen,MGC Open Call Survey SSPA, September Company Confidential 22 New Invitation Prototype Dear, In response to customer feedback we are making improvements to the way we communicate with you about enhancement requests and defects you have reported. You should have recently received a communication about the following issue- Defect/Enhancement Request : XXXXX Service Request: YYYYY [status change: From aaaa to bbbbb ] We would be grateful if you could spare 5 minutes of your time to let us know how effective the communication has been. We have engaged SatMetrix Systems to conduct a survey on our behalf. Please click the Web address below. Thank you, Tom Floodeen General Manager Customer Support Division