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A Global Approach to World-Class Service Delivery

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. A Global Approach to World-Class Service Delivery: Agenda.

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A Global Approach to World-Class Service Delivery

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  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. A Global Approach to World-Class Service Delivery: Agenda • Mentor Graphics Customer Support Overview • How we’ve used SCP to build World-Class Support World-wide • Results and Benefits Worldwide • What next? • Questions Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

  3. Mentor Graphics- A leader in the EDA industry • The Electronic Design Automation industry provides the design software used to create all of the world’s electronic systems. • It is time-critical technology used to design the most complex system-on-chip semiconductors & printed circuit boards. • Mentor Graphics has been an EDA industry leader for two decades with annual revenues over $600 million. Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

  4. Mentor Graphics Customer Support • Vision • To be the Support leader in solving our customers’ design problems anytime, anywhere, any task • Mission • Eliminate the barriers between our customers and our technology • Establish Support as a competitive differentiator for Mentor Graphics • The only 5 STAR support in EDA Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

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

  6. Mentor Graphics’ SCP History Japan India Taiwan Singapore Europe Combined Southern Europe Central Europe Western Europe North America Year Book: 99 1 99/00 2 00/01 3 01/02 3 02/03 5 03/04 6 03/04 6 Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

  7. SCP: a means- not an end in itself... • A framework for improvement • Share best practices between regions and sites • Compare with, and learn from, the best in the industry • A tool to develop “plug and play” processes, systems for consistent world-class support, world-wide Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

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

  9. Global Systems • Global Tracking System (Siebel) • Knowledge Capture (Primus) • Tracking Feedback & Follow-up (Feedback Tracker) Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

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

  11. People working in a Global Team • SkillsBank • Performance Reviews: APR • Training and Development • CSDUniversity • Team Building • Soft Skills Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

  12. Impact on Support Teams • 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. • Service delivery process • Formalization of this process- everyone knows what to do. • By knowing what to do and how people are more productive. • Performance Metrics • More visibility of support operation performance. • Helpful information for planning, review and performance management . • Training and people programs • Orientation program and formalized training programs- new support engineers are up to speed faster. Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

  13. Benefits World-wide • Higher Customer Satisfaction • Better Employee Satisfaction • Lower Cost/Reduced Risk with new Support Sites • Higher Revenue • More Productive, better Quality Support • Recognition in the EDA Industry • Improved recognition & credibility of Support within Mentor Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

  14. The Future • Further Expansion in Asia • Continuous Improvements World-wide • Drive SCP Standards Forward Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

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

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