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Failing to Plan is Planning to Fail Best Practices in Technology Support Service Strategies - Certification Showcase Bob Galley – Senior Director, Customer Support November 9, 2005
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Page 2 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc.
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Page 3 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc.
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Page 4 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc.
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Page 5 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc.
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Page 6 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc.
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Page 7 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc.
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Page 8 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc.
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Page 9 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc.
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Page 10 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. A Plan Is… Not For: Ignoring Locking Up In A File Cabinet Planning Experts Is For: Us! Achievement Of Strategic Objectives Guidance A Living Document That Needs To Shuck And Jive But, Tough To Get Our Arms Around
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Page 11 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. How Many of You Have … ? Strategic Planning Responsibility Project Management / Leadership Responsibility Project Task / Execution Responsibility Project Reporting Responsibility No Project Responsibility Project Irresponsibility
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Page 12 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. 198319972000 1969 Company founded 1969 2002 2002 SSPA STAR Hall of Fame Award: Five years of Customer Support Excellence “Company to Watch” (Intelligent Enterprise Magazine) 2004 2004 Integration Solution Packages 1999 1999 IPO – Frankfurt Stock Exchange 1979 1979 First Mainframe 4GL 1971 1971 First Mainframe Database developed by Peter Schnell 1998 1998 Introduced First XML Server 1991 1991 First Service Broker for Distributed Applications 2003 2003 Winner of 14 Readers Choice Awards (XML / Web Services Journal) 100-Honoree (CIO Magazine) 1985 1985 First Platform Independent Language 2005 2005 Revenue increases 6% SCP Support Certification achieved for 7 th year in a row 2001 2001 First Database to utilize IBM’s 64 bit Virtual Storage Architecture for Mainframe “Global Market Leader for XML Servers” (IDC) Software AG: 36 Years Heritage of Technology Leadership
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Page 13 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. 3,000 Mission-Critical Customers Worldwide Media & TelecommunicationsRetail & Manufacturing Public Institutions Transport & LogisticsFinance
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Page 14 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Tie Together: Customer Needs Resources Budget Initiatives: Company, Support Interlock within / across organizations, partners Projects Key Performance Indicators: Targets/Actuals Accountability Motivation Reward Competition Why a Plan?
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Page 15 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Software AG Customer Support Planning Process
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Page 16 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Software AG Customer Support: Competitive Differentiators Rock-Solid Mission Critical Customer Support History Interlock Across Software AG Sales, Services, R&D Teams Robust Web Knowledgebase & Self-Support Process 24x7 Live Consultation With Product Experts Industry-Leading Responsiveness, Status, Resolution Rates In-Depth Problem Research, Replication, Testing Full-Time Customer Escalation / Crisis / Support Issue Managers Premium Technical Acct Manager Support with Priority Handling & Proactive Services Seven Years of Support Industry Best Practices Audit / Certification Five Support Industry Awards for High Quality Customer Satisfaction Goaled and Driven Direct, Ongoing Dialog with SAGGroup Executive Committee
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Page 17 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. What Feeds The Plan: Support Business Drivers Company Initiatives / Directives Industry Initiatives Support Initiatives Customer Surveys Employee Surveys Key Performance Indicators Technology Requirements / Plan Training Requirements Product Release Plans Staffing Plans Support Model Process Needs P&L Dynamics And of course… SCP Audit Report
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Page 18 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Planning Components Key Strategies Actionable Initiatives & Projects Three Year Plan Current Year Project Plan Next Year Plan Third Year Plan Continuous Plan Review, Mods Annual Monthly Corporate Commitment & Strategy CustomerFeedback ServiceDeliveryProcesses PerformanceMetrics TrainingPrograms PeoplePrograms ProductivityTools ElectronicServiceDelivery Total Quality Management R&DInterface Sales & ServicesInterface
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Page 19 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Continuous Planning Cycle Business Drivers Strategies Projects Annual Plan Update Current Year Next Year Third Year Monthly Plan Review, Mods Release Plans P&L Dynamics Industry Initiatives Customer Surveys Employee Surveys Technology Plan SCP Audit Report Resources Budget KPIs Competition Customers Key Strategies Actionable Initiatives & Projects Three Year Plan Current Year Project Plan Next Year Plan Third Year Plan Continuous Planning Process Annual Monthly Annual Individual Performance Evaluation
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Page 20 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Key Strategies – Boil Down The Business Drivers Key Strategies Resources Budget Initiatives Interlock Projects KPIs Accountability Motivation Reward Competition Customers Industry Initiatives Customer Surveys Employee Surveys Technology Plan Training Requirements Product Release Plans Staffing Plans Support Model Process Needs P&L Dynamics SCP Audit Report
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Page 21 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Key Strategies – Build Focus Ownership Accountability Visibility Communication Business Drivers Strategies Examples Employees as Assets Self Service Content Management Corporate Strategies Operations Workload Optimization
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Page 22 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Build Actionable Projects / Initiatives Importance Ownership Resources Description Business Need / Justification Requirements Timeframe / Schedule Strategies Projects
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Page 23 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Build Current Year Plan Finalize Ownership Priority Schedule Resource Definition Project Management System Coordinate with Business Owners: Sales, Professional Services … Resource Owners Service Providers: IT, Marketing, Product Mgmt, Engineering … Report to Executives Support Team Projects Current Year Plan Current Business Drivers Annual Plan Update
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Page 24 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Build Year Two & Three Plans Long-Term View Strategic, Directional Focus Industry Company Support Two Year Plan Strategies, Initiatives Third Year Plan Strategies, Directions Current Year Plan Year Two Plan Year Three Plan Current Business Drivers Annual Plan Update
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Page 25 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Annual Planning Events Six Month Checkpoint - July Review Business Plans / Initiatives / Conditions / Results Update Current Year Plan - Projects Update Next Year Plan – Initiatives Annual Planning Retreat – November Key Strategies Actionable Projects Current Year Plan – Finalize This Year’s Current Year Plan – Build Next Year’s From Next Year Plan Build Next Year and Third Year Plans End of Year Planning Sessions Review Operational Results Set Targets / KPIs Finalize Ownership, Priorities, Schedule, Communication Current Year Plan (This Year) Current Year Plan (Next Year) Year Two Plan Year Three Plan Current Business Drivers Annual Plan Update
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Page 26 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Monthly Planning Review Leadership Team Joint Review Initiative / Project Owners Deliver Project Control System Updates Prior to Meeting Status & Outlook for each active Project Brief Project Accomplishment Report Joint Re-evaluation & Decision on Each Project Direction, Scope, Priority, Schedule 1-1 Bi-Weekly Meetings: Manager & Sr. Director Monthly Project Review Accountability, Issue Mgmt, Schedule Mgmt Current Year Plan Adjustments Whenever Needed Strategy Priority Scope Schedule Current Year Plan Current Business Drivers Current Year Plan
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Page 27 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Individual Performance Review Individual Accountability Manager Ownership: Initiatives & Projects Tasks Can be Delegated Project Completion with Deliverables Defined Objectives Met On Top of Their Day Jobs 360 Degree Review Process Manager’s Team Members Manager’s Peers Manager’s Self Evaluation Manager’s Manager Current Year Plan Current Business Drivers Individual Performance Review
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Page 28 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Continuous Planning Cycle Business Drivers Strategies Projects Annual Plan Update Current Year Next Year Third Year Monthly Plan Review, Mods Release Plans P&L Dynamics Industry Initiatives Customer Surveys Employee Surveys Technology Plan SCP Audit Report Resources Budget KPIs Competition Customers Annual Individual Performance Evaluation
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Page 29 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc.
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Page 30 Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc. Tips Be Firm on Ownership & Accountability Be Flexible on Dates and Scope Whenever Possible Share, Share, Share Objectives, Roadblocks, Issues, Solutions Celebrate, Celebrate, Celebrate Completions, Accomplishments Communicate, Communicate, Communicate Results, Benefits
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