1. Peregrine System’s Help Desk Walking the Talk Kelly Hoopes Director, Customer Support Peregrine Systems

2. Agenda Quality Initiative Programs 1 2 3 4 Training Programs People Programs About Peregrine Systems

3. About Peregrine Systems… Founded in 1981 Headquarters in San Diego California with offices worldwide Develops asset and service management software solutions as follows: Service Management: ServiceCenter Asset Management: AssetCenter Employee Self Service: Get-Answers, Get-Services, Get- Resources Discovery: Enterprise Discovery, Network Discovery, Desktop Discovery Connecting: Connect-It

4. About Peregrine Systems… 120 Support Analysts in 5 regional offices Average of 4000-5000 support requests resolved each month Customer Satisfaction at 95+% measured through transactional survey sent when an incident is resolved Customers access self service knowledgebase website at rate of 7,000 per week Customer Support

5. CenterPoint Analyst Portal Peregrine ServiceCenter & Apropos Technology ACD Apropos Inbound Call Learning Management SSPA SkillTrack Employee Engagement Kenexa Performance Management SuccessFactors Reward Management Brevanta CenterPoint Web Customer Portal Loyalty Survey Prognostics Transactional Survey Peregrine ServiceCenter (managed outside of Support) Profiler Tool Motive Profile Knowledge Management Peregrine Get-Answers Remote Control Microsoft Live Meeting CenterPoint Peregrine Systems - Support Investments External Facing Internal Facing

6. Customer Satisfaction Performance

7. Service is the Differentiator Services are today’s product –Service supports products (Past) –Service leads to new sales (Revitalized Trend) –Service is the product (Today) Impact on the Support Organization –Greater demands on people, process, technology –Increased need for multiple services / delivery channels –Better, faster, cheaper service is a requirement

8. Certification Elements Customer Feedback Service Delivery Process Performance Metrics Training Programs Sales Interface Corporate Commitment Productivity Tools People Programs Electronic Service Quality Management Development Interface

9. Training Programs People Programs Quality Management External Audit (SCP Certification) Service Strategies Knowledge as the Center of Support (KCS) Consortium for Service Innovation Quality Management

10. Training Programs People Programs Quality Management Certification Audit Deliverables Audit report –Executive summary –Overall score and complete certification index –Conclusions and Recommendations Elements below compliance Opportunities for improvement Elements exceeding compliance Comparative benchmark report

11. Value of Certification Program Increase Operational Efficiency Examples –Improved resolution time –Improved response time –Lower cost per interaction Result –Lower operational costs –Direct correlation to improving customer satisfaction

12. Value of Certification Program Architectural Plan for Success Examples –Provides framework to build world-class service infrastructure –Helps set priorities based on unique criteria and element weighting scheme Result –Provides a roadmap for service improvement –Mature organizations use certification program to assess capability Validate good practices Identified areas for improvement

13. Value of Certification Program Global Consistency Examples –Common service processes –Consistent use of tools –Standard set of service metrics –Knowledge capture and reuse –Service strategy and vision Result –Strategic Planning Focus –Consistent global service delivery

14. Value of Certification Program Recognition Examples –Internal recognition elevates perception of support within the company –Customers appreciate the value of pre/post sales support Result –Raised awareness of the support organization –Becoming certified helped to raise internal/external awareness of value of support –Leverage service as a competitive advantage –Market the certification achievement

15. Certification Elements Customer Feedback Service Delivery Process Performance Metrics Training Programs Sales Interface Corporate Commitment Productivity Tools People Programs Electronic Service Quality Management Development Interface

16. Learning Management SSPA SkillTrack Employee Engagement Kenexa Performance Management SuccessFactors Reward Management Brevanta CenterPoint Web Customer Portal Loyalty Survey Prognostics Transactional Survey Peregrine ServiceCenter (managed outside of Support) CenterPoint Analyst Portal Peregrine ServiceCenter & Apropos Technology Profiler Tool Motive Profile Knowledge Management Peregrine Get-Answers Remote Control Microsoft Live Meeting CenterPoint Peregrine Systems - Support Investments Electronic Service Productivity Tools Electronic Service Productivity Tools Electronic Service Customer Feedback Training Programs People Programs Productivity Tools

17. Training Programs People Programs Quality Management External Audit (SCP) Service Strategies Knowledge as the Center of Support (KCS) Consortium for Service Innovation

18. Training Programs People Programs Quality Management P: Something loose in cockpit. S: Something tightened in cockpit. P: Left inside main tire almost needs replacement. S: Almost replaced left inside main tire. P: Test flight OK, except auto-land very rough S: Auto-land not installed on this aircraft. P: Autopilot in altitude-hold mode produces a 200-feet-per-minute descent. S: Cannot reproduce problem on ground. P: Evidence of leak on right main landing gear. S: Evidence removed.

19. Training Programs People Programs Quality Management P: DME volume unbelievably loud. S: DME volume set to more believable level. P: IFF inoperative. S: IFF always inoperative in OFF mode. P: Suspected crack in windshield. S: Suspect you're right. P: Number 3 engine missing. S: Engine found on right wing after brief search. P: Aircraft handles funny. S: Aircraft warned to straighten up, fly right, and be serious.

20. Training Programs People Programs Quality Management Knowledge as the Center of Support (KCS) Consortium for Service Innovation “KCS is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the support organization” KCS seeks to:  Create content as a by-product of solving problems  Evolve content based on demand and usage  Develop a KB of our collective experience to-date  Reward learning, collaboration, sharing and improving

21. Knowledge Capture in The workflow Structure For reuse Searching Is creating Just-in-time Solution Quality Solve Leadership Performance Assessment Content vitality Workflow Evolve KCS Processes

22. Operational efficiency  30-60% improved time to resolve  Increased support capacity >100%  Improved time to proficiency – months to weeks  Efficient creation of content to enable web self-help  Identification/elimination of root causes Increased job satisfaction  Less redundant work  More confidence  Reduced training time Increased customer satisfaction Tangible Benefits

23. Training Programs People Programs Quality Management Training Programs Product training Customer communication skills Technical skills Tools and processes Problem solving and troubleshooting Quality Management Training Programs

24. Peregrine Catalog Training Programs

25. Learning Plan Training Programs

26. Learning Plan

27. Training Programs People Programs Quality Management People Programs Performance Review Process Career Path Planning Staff Communication Plans Employee Feedback Process Employee Recognition Programs Training Programs People Programs

28. Performance Review Process

29. People Programs Performance Review Process PEREGRINE Be Adaptable Communicate Effectively Drive for Results Inspire Trust Take Initiative Work Collaboratively CUSTOMER SUPPORT Knowledge and Tools Queue Management Soft Skills

30. People Programs Career Path Planning Associate TSE TSESenior TSE Staff TSE Senior Staff TSE Principal TSE Team Lead Technical Group Lead License Support Engineer Field Support Engineer Technical Specialist Development CS Engineer Process Lead Product Lead L1 Engineer L2 Engineer Old Career Path New Career Path

31. People Programs Career Path Planning

32. Job Description Example People Programs Career Path Planning

33. People Programs Staff Communication Plan Customer Support Newsletter Product Updates (from Product Leads) New Faces Survey Comments (no names) Birthdays Employment Anniversaries Other updates

34. Survey Follow-up / Action Plan Meetings to take place in cross-functional teams Team develops list of 3 ideas on what we can do to improve our workplace Feedback will be compiled and consolidated Employees will be asked to provide feedback using the “dot” feedback method on consolidated list Employee Feedback Process

35. People Programs Employee Feedback Process Survey Follow-up / Action Plan

36. People Programs Employee Recognition Programs

37. People Programs Employee Recognition Programs

38. People Programs Employee Recognition Programs Horse Race (August 2004) Count Down to 2005 (December 2004) Marathon (February 2005) Contest / Challenges

39. People Programs Employee Recognition Programs Employee Appreciation Week Monday, October 4th SUNDAY ON MONDAY!: Wear whatever you wear on Sunday morning. Pajamas or sweats will be the attire of the day BREAKFAST: (7:30 - 9:30) delivered to your desk, Browse the menu, make a selection and allow us to serve you WEB GAMES BEGIN: (Instructions, rules and prize info to follow). Games that everyone will enjoy (participation is not required) Tuesday, October 5th ICE CREAM SUNDAES: (11:30 am) Brought to you on a cart - no need to leave your desk Wednesday, October 6th FREE LUNCH: (11:00 - 1:00) (It’s free, what could be better?

40. People Programs Employee Recognition Programs Employee Appreciation Week Thursday, October 7th GAMES OF SKILL: Instructions, rules and prize info to follow. Guaranteed to make you laugh! (Participation is not required) Margaretville: (2:30 pm - 5:00 pm)Participation is not required, but highly encouraged Friday, October 8th ONE MORE FREE LUNCH: (11:00 - 1:00) It’s free, what could be better? CHAIR MASSAGES: Just what you need on a Friday. MANAGER CAR WASH: Leave for the weekend in a nice clean car – Compliments of Management

41. Peregrine System’s Help Desk Walking the Talk Kelly Hoopes Director, Customer Support Peregrine Systems