Download Failing to Plan is Planning to Fail

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
Page 2
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Page 3
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Page 4
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Page 5
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Page 6
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Page 7
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Page 8
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Page 9
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
Page 10
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
Page 11
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Software AG: 36 Years Heritage of Technology Leadership
2002
1971
1991
First
Mainframe
Database
developed by
Peter Schnell
1969
1971
1969
Company
founded
1979
SSPA STAR Hall
of Fame Award:
Five years of
Customer Support
Excellence
First Service
Broker for
Distributed
Applications
1983
1979
First
Mainframe
4GL
1985
1991
1985
First Platform
Independent
Language
1997
“Company to
Watch”
(Intelligent
Enterprise
Magazine)
1998
Introduced
First XML
Server
1998
1999
2000
1999
IPO –
Frankfurt Stock
Exchange
2001
2002
2003
2004
Integration
Solution
Packages
2004
2005
2001
2003
First
Database to
utilize IBM’s 64
bit Virtual
Storage
Architecture
for Mainframe
Winner of 14
Revenue
Readers Choice increases 6%
Awards
(XML / Web
Services Journal) SCP Support
Certification
achieved for 7th
100-Honoree
year in a row
(CIO Magazine)
2005
“Global Market
Leader for XML
Servers” (IDC)
Page 12
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
3,000 Mission-Critical Customers Worldwide
Finance
Transport & Logistics
Media & Telecommunications
Public Institutions
Retail & Manufacturing
Page 13
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Why a Plan?
 Tie Together:
 Customer Needs
 Resources
 Budget
 Initiatives: Company, Support
 Interlock within / across organizations, partners
 Projects
 Key Performance Indicators: Targets/Actuals
 Accountability
 Motivation
 Reward
 Competition
Page 14
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Software AG Customer Support Planning Process
Page 15
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
Page 16
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
SCP Certification Index
Customer Feedback
Support Model
Service Delivery Processes
Performance Metrics
Process Needs
Training Programs
People Programs
P&L Dynamics
And of course…

Page 17
SCP Audit Report
Benchmark of SCP Certified centers
Center
Scores
SCP
Mean
1.0
142.03
107.8
2.0
133.13
115.8
3.0
131.57
106.4
4.0
115.67
118.8
5.0
138.50
121.8
6.0 Corporate Commitment & Strategy
121.00
123.1
7.0 Productivity Tools
141.00
113.4
8.0 Electronic Service Delivery
135.53
102.6
9.0 Total Quality Management
98.00
107.9
10.0 Research & Development Interface
111.80
112.6
11.0 Sales and Services Interface
133.27
131.59
110.8
112.66
This Support Center Scores < SCP Standard and Benchmark
This Support Center
#
Category Name
This Support Center Scores > SCP Standard and Benchmark
SCP Community Benchmark
Best Practices in Technology Support - November 9, 2005
60
70
80
90
100
110
120
130
140
Bob Galley - Software AG, Inc.
150
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
Customer
Feedback
Service
Delivery
Processes
Sales &
Services
Interface
Performance
Metrics
Total Quality
Management
Training
Programs
Electronic
Service
Delivery
People
Programs
Corporate
Commitment &
Strategy
Page 18
Best Practices in Technology Support - November 9, 2005
R&D
Interface
Productivity
Tools
Bob Galley - Software AG, Inc.
Continuous Planning Cycle
Industry Initiatives
Resources
Business
Customer Surveys
Budget
Employee Surveys
Drivers
KPIs
Technology
Plan
Competition
Release Plans
Customers
P&L Dynamics
SCP Audit Report
Annual Individual
Performance Evaluation




Monthly Plan
Review, Mods
Key Strategies
Actionable Initiatives & Projects
Three Year Plan
 Current Year Project Plan
 Next Year Plan
 Third Year Plan
Continuous Planning Process
 Annual
 Monthly
Annual Plan
Update
Strategies
Projects
Current Year
Next Year
Third Year
Page 19
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Key Strategies – Boil Down The Business Drivers






















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
Key Strategies
Page 20
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Key Strategies – Build Focus
Business
Drivers




Strategies
Ownership
Accountability
Visibility
Communication
Page 21
Best Practices in Technology Support - November 9, 2005






Examples
Employees as Assets
Self Service
Content Management
Corporate Strategies
Operations
Workload Optimization
Bob Galley - Software AG, Inc.
Build Actionable Projects / Initiatives
 Importance
 Ownership
 Resources
 Description
 Business Need / Justification
 Requirements
 Timeframe / Schedule
Strategies
Projects
Page 22
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Build Current Year Plan

Finalize

Coordinate with

Report to
 Ownership
 Priority
 Schedule
 Resource Definition
 Project Management System
 Business Owners: Sales, Professional Services …
 Resource Owners
 Service Providers: IT, Marketing, Product Mgmt, Engineering …
 Executives
 Support Team
Projects
Annual Plan Update
Current Year Plan
Page 23
Best Practices in Technology Support - November 9, 2005
Current
Business
Drivers
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
Annual Plan Update
Year Two Plan
Year Three Plan
Page 24
Best Practices in Technology Support - November 9, 2005
Current Business Drivers
Current Year Plan
Bob Galley - Software AG, Inc.
Annual Planning Events

Six Month Checkpoint - July

Annual Planning Retreat – November

 Review Business Plans / Initiatives / Conditions / Results
 Update Current Year Plan - Projects
 Update Next Year Plan – Initiatives





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
Annual Plan Update
Current Year Plan (Next Year)
Year Two Plan
Year Three Plan
Page 25
Best Practices in Technology Support - November 9, 2005
Current Business Drivers
Current Year Plan (This Year)
Bob Galley - Software AG, Inc.
Monthly Planning Review

Current
Year Plan

Current
Year Plan
Current
Business Drivers
Page 26

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
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Individual Performance Review
Individual
Performance
Review
 Individual Accountability
 Manager Ownership: Initiatives & Projects
Current
Year Plan
Current
Business Drivers
Page 27

• 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
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Continuous Planning Cycle
Industry Initiatives
Resources
Business
Customer Surveys
Budget
Employee Surveys
Drivers
KPIs
Technology
Plan
Competition
Release Plans
Customers
P&L Dynamics
SCP Audit Report
Annual Individual
Performance Evaluation
Monthly Plan
Review, Mods
Strategies
Annual Plan
Update
Projects
Current Year
Next Year
Third Year
Page 28
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.
Page 29
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
Page 30
Best Practices in Technology Support - November 9, 2005
Bob Galley - Software AG, Inc.