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

2. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 2 Managing Performance Improvement Across a Region n Support Introduction n Support Value n Where were we? n Global/Regional Integration n Results and Benefits Worldwide n What next? n Questions?

3. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 3 n Support Introduction n Support Value n Where were we? n Global/Regional Integration n Results and Benefits Worldwide n What next? n Questions? Managing Performance Improvement Across a Region

4. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 4 n 300,000 square feet of office & lab space n 3,800 employees worldwide n 300+ support professionals worldwide n State-of-the-art global tracking system n Multi-point communication on your issues Mentor Graphics Wilsonville, Oregon U.S.A. Headquarters Worldwide Support Centers

5. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 5 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 $750 million.

6. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 6 CSD Vision, Mission Vision: To be the services leader in solving our customers’ design problems anytime, anywhere, any task. Mission: Eliminating the barriers between our customers and our technology Tom Floodeen, VP, GM CSD

7. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 7 North America: Oregon Corporate HQ Alabama California Canada Colorado Massachusetts Texas Egypt France Finland Germany Israel Japan: Nagoya Osaka Tokyo Pac Rim: Beijing Bangalore Hyderabad NOIDA Seoul Shanghai Singapore Taipei Hsinchu Responsive, Expert Technical Support Italy Netherlands Spain Sweden Switzerland United Kingdom Europe:

8. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 8 Managing Performance Improvement Across a Region n Support Introduction n Support Value n The Past? n Global/Regional Integration n Results and Benefits Worldwide n What next? n Questions

9. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 9 A Support Contract From Mentor Graphics Delivers The only 5 STAR Support in EDA n High-quality enhancements — Regular update releases — Timely communication about updates n Easy, flexible access to online services — SupportNet (www.mentor.com/supportnet) — KnowledgeBase with thousands of solutions — SupportPro technical newsletter n Responsive, expert technical support — Global presence — Award-winning support Support Value

10. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 10 Enhancement Releases n High-quality enhancements to improve functionality, and maintain operating system compatibility n Frequent updates to keep technology current n Regular transitions to protect your investment n Online downloads of patches, service packs, latest releases.

11. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 11 Managing Performance Improvement Across a Region n Support Introduction n Support Value n Where were we? n Global/Regional Integration n Results and Benefits Worldwide n What next? n Questions

12. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 12 Evolution of Mentor Support: 1983 n Support at Mentor: — 3 support engineers — Dial telephones — Paper tracking forms — Apollo workstations with Aegis operating systems

13. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 13 n Support at Mentor: — 187 Support Engineers — Reactive support (answer the phones) — Separate systems in separate regions — Hardcopy Customer Support Bulletin — Minimal Electronic Services: n Modem support line n SupportNet E-mail Evolution of Mentor Support: 1993

14. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 14 Timely initial contact Customer requests assistance Customer Support Engineer Coordinator DirectConnect If you called us, we provided assistance; If we were on the phone with someone else, you had to wait. 1993 Support Delivery

15. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 15 1993 - Electronic Access SupportNet - Email –Open and review call logs –Query TechNotes –3500 users SupportNet - Web –Retrieve patches, Support- Bulletins, Application Notes –Transfer design data –497 users

16. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 16 Evolution of Mentor Support: Mid 90s - Focus on Faster Response & Resolution Resolution Time in Days

17. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 17 Systems n NA and EU — SCOPUS n Japan — NIL n PacRim — Singapore – In-house systems — Others – NIL n Distributors — NIL

18. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 18 Managing Performance Improvement Across a Region n Support Introduction n Support Value n Where were we? n Global/Regional Integration n Results and Benefits Worldwide n What next? n Questions?

19. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 19 Global/Regional Integration n Process n People & Skills n Knowledge Management n SCP / Standards & Certification n Systems

20. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 20 Working Globally PROCESS PEOPLE SKILLS KNOWLEDGE MANAGEMENT TRAINING SYSTEMS SCP/Std.

21. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 21 Global Processes n Call Handling n Knowledge Management n Customer Listening

22. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 22 Incident Survey Satisfaction Survey SupportNet Survey SupportNet Feedback Form Focus Groups Customer Listening Program: Measuring Results SupportNet Survey 3,200+ Responses - June 75% Success Rate Across All Uses of SupportNet SupportNet Survey 3,200+ Responses - June 75% Success Rate Across All Uses of SupportNet

23. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 23 Support Center Incident Survey for Service Requests 4,000+ Responses in Past Year Scale of 1 to 7 Support Center Incident Survey for Service Requests 4,000+ Responses in Past Year Scale of 1 to 7 Customer Listening Program: Measuring Results We ask for your feedback so we know where to focus

24. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 24 People working in a Global Team n SkillsBank n Performance Reviews: APR n Training and Development — CSDUniversity — Team Building — Soft Skills

25. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 25 Knowledge Management n Explicit Knowledge n Tacit Knowledge

26. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 26 Elements of Knowledge Management 1. Find Knowledge 2. Capture Knowledge 3. Document Knowledge 4. Edit Knowledge 5. Authorise/Approve Knowledge 6. Publish Knowledge 7. Reuse Knowledge 8. Archive Knowledge Knowledge Management Life Cycle

27. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 27 Benefits of Knowledge Management n Available online – all time, all users n No reinventing the wheel n Resource reallocation

28. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 28 Challenges to Knowledge Management n Re-Use — Re-usage — Metrics n Archiving

29. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 29 SYSTEMS For the Past 6 Years: Investments in Support Systems n Over $4M invested — Global Service Request Tracking (Siebel) — KnowledgeBase (Primus-ATG) — Defect Management (ClearQuest) — Search Engine (Inquira) — Call Routing (ACD Telephones) — Reseller Access (Partner Portal)

30. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 30 Comprehensive Online Services www.mentor.com/supportnet With SupportNet You Can: l Search KnowledgeBase l Download releases & patches l Manage Your Support l Open service requests l Manage email profile l Customize SupportPro l Access license files With SupportNet You Can: l Search KnowledgeBase l Download releases & patches l Manage Your Support l Open service requests l Manage email profile l Customize SupportPro l Access license files

31. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 31 I don’t know how to add a delay formula to a virtual pin, and I can’t reach my AE. Help! Need: Technical Question

32. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 32 SupportNet Feature All your users can register for SupportNet Short tutorial

33. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 33 SupportNet Feature Select your product Ask your question

34. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 34 Search for answers Searches include documentation SupportNet Feature

35. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 35 Where can I get the latest Calibre Release? It has new functionality I need. Need: Download Software

36. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 36 SupportNet Feature

37. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 37 Weekly SupportPro Technical Newsletter: Announces Releases Release TechNote Solution TechNote Patch TechNote AppNote

38. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 38 You don’t ship manuals. How do I get the User’s Guide for Board Station RE? Need: Documentation

39. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 39 SupportNet Feature

40. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 40 What’s going on with the issue I reported last week? Can I get status on it? Need: Escalation

41. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 41 SupportNet Feature

42. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 42 Your SupportCenter’s closed, and I want to report a problem. Need: Open Service Request

43. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 43 SupportNet Feature

44. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 44 SupportNet Feature

45. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 45 My system crashed and it’s the middle of the night. How do I get my license file? Need: Authorization Codes

46. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 46 SupportNet Feature

47. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 47 I need to learn more about System Verilog methodology. Any ideas where I can get training? Need: Training

48. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 48 SupportNet Feature

49. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 49 SupportNet Feature

50. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 50 Current Focus Proactive Support “Why didn’t you tell me I could find my answer online myself” Your support needs are met without having to contact us a high percent of the time

51. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 51 Current Focus SupportNet Proactive Support Your support needs are met without having to contact us a high percent of the time

52. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 52 Mentor Graphics’ SCP History 03/04 6 99 1 99/00 2 00/01 3 01/02 3 02/03 5 Year Book: Southern Europe Western Europe Europe Combined Singapore Taiwan India Japan Central Europe North America 03/04 6

53. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 53 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, world-wide

54. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 54 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.

55. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 55 Excellent Processes 1993 (1st award) 1996 (2nd award) 1999 (3rd award) 2000 (4th award) 2001 (5th award) Lifetime Achievement & Hall of Fame

56. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 56 Today - Globally n NA, EU, Japan, and PR — Single Global Processes and Systems n GTS, Knowledgebase n Distributors — Partner Portal, Knowledgebase n Customers — SupportNet

57. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 57 Today - Locally n Local Language Support

58. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 58 n Register for SupportNet n Go to home page at www.mentor.com/supportnet n Click on link Introducing…Chinese SupportNet

59. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 59 Basic solutions to real-world problems were covered step-by- step. Logging in. SupportNet is a secure site.

60. 60 CONGRATULATIONS! MGC Achieves Global Certification Consolidated Audit Score / Benchmark Score = 112.43

61. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 61 Managing Performance Improvement Across a Region n Support Introduction n Support Value n The Past? n Global/Regional Integration n Results and Benefits Worldwide n What next? n Questions?

62. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 62 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

63. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 63 Gaps: smaller is better Current Focus Product Quality n Favorable overall 4-year trending n Focus more on product quality improvements Source: ’02-’05 Sat Surveys

64. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 64 Response & Resolution Time n Response time — The total time it takes for you to reach a Customer Applications Engineer (CAE) — We want to connect you to a qualified CAE as soon as possible — If a CAE is not available, you will hear back from us within two hours — GOAL: 2 Hours — 2004 median response time worldwide: 4.2 minutes n Resolution time — The total time it takes to resolve a support issue to your satisfaction — Answering usage questions, providing workarounds, filing a defect reports — Complexity of our tools varies greatly — No universal resolution standard — 2004 median resolution time worldwide: 1.64 days

65. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 65 Managing Performance Improvement Across a Region n Support Introduction 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

66. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 66 Evolution versus Revolution: The right level of support at the right time. 2010: Future Focus The only 5 STAR Support in EDA. www.mentor.com/supportnet

67. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 67 The Future n Further Expansion in Asia n Continuous Improvements World-wide n Drive SCP Standards Forward n Capture Knowledge from Customers n Drive SCP Standards for Distributors

68. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 68 Managing Performance Improvement Across a Region n Support Introduction 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

69. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006 69 Questions?