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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.