1. 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

2. 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

3. 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.

4. 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

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

6. Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 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

7. 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, world- wide

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

9. 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)

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

11. 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

12. 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.

13. 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

14. 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

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