A Global Approach to World-Class Service Delivery

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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

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A Global Approach to World-Class Service
Delivery Agenda

• Mentor Graphics Customer Support Overview
• How weve used SCP to build World-Class Support
  World-wide
• Results and Benefits Worldwide
• What next?
• Questions

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Mentor Graphics- A leader in the EDA industry

• The Electronic Design Automation industry
  provides the design software used to create
  all of the worlds 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.

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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

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Rapid, Expert,Technical Support WorldWide

• 325 Customer Applications Engineers worldwide

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Mentor Graphics SCP History
Japan
India
Taiwan
Singapore
Europe Combined
Southern Europe
Central Europe
Western Europe
North America
03/04 6
99 1
99/00 2
00/01 3
01/02 3
02/03 5
Year Book
03/04 6
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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

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Working Globally
People
Systems
Processes
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Global Systems

• Global Tracking System (Siebel)
• Knowledge Capture (Primus)
• Tracking Feedback Follow-up (Feedback Tracker)

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Global Processes

• Call Handling
• Knowledge Management
• Customer Listening

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People working in a Global Team

• SkillsBank
• Performance Reviews APR
• Training and Development
• CSDUniversity
• Team Building
• Soft Skills

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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.

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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

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The Future

• Further Expansion in Asia
• Continuous Improvements World-wide
• Drive SCP Standards Forward

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Questions?