HCLT Whitepaper: A New Approach in Control Valve Design with a New Hybrid Flow Characteristic
HCLT Whitepaper: Product sustaining-and-support
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Product Sustaining and Support HCL Value Proposition Sustaining products is becoming an expensive affair Challenges in sustaining a product As the largest percentage of product margins come from mature products, sustaining them is a necessary yet costly affair. Customer’s loyalty has always been a critical factor directly affecting an organization’s profit. Organizations spend through their nose to keep their customers satisfied. The costs associated with a satisfied customer can be seen on the right.
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Transcript of HCLT Whitepaper: Product sustaining-and-support
Product Sustaining and Support
Delivery Approach
Case Studies
HCL Value Proposition
Sustaining products is becoming an expensive affair
Challenges in sustaining a product
As the largest percentage of product margins come from mature products, sustaining them is a necessary yet costly affair.
Customer’s loyalty has always been a critical factor directly affecting an organization’s profit. Organizations spend through their nose to keep their customers satisfied. The costs associated with a satisfied customer can be seen on the right.
Cost of
quality
Cost to correct defects increases by up to 100% when they
are identified close to deployment or operational phase
Cost of sustenance
For a software development project, 80% of software development dollars are spent correcting software defects
Investment dilemma
75% of the budget is spent on old product maintenance support and testing; 25% is spent on new product development
In a competitive environment, customers award their loyalty only to the one they perceive as the best. Poor product quality, transgression of defect resolution deadlines, inadequate debug ability and slow response to customer’s issues are hurdles to customer satisfaction
There is an increased pressure on maintaining product margins with existing products consuming a large share of the budget. Expensive tech support and low fix rate add to the woes. Product margin and market share drop while customer case backlog increases
Sensitive customers and reluctance/inability to outsource high value functions tie up expensive resources to sustenance. The lack of experience in new products results in delays, cost escalations and unhappy employees
Improving customer loyalty
PropositionIntegrated engineering and tech support teamsProven phase-containment and code hardening methodologiesIntegrating PDLC processes for acquired products
ImpactReduce the average incoming customer found defects by 20%Reduce critical customer cases by 10%Improve CSAT by 20%
Optimizing sustaining cost
PropositionIntegrated horizontal sustaining teams across product and technologiesWeb 2.0 based e-supportProactive support to reduce the customer cases
ImpactReduce sustaining cost by 15%Reduce support cost by 10%
Freeing up experienced resources for NPD
PropositionProven competencies beyond engineering – Architecture, product management, TMERisk and reward engagement model Process for customer handling
ImpactUnlock experienced resources by 80%Increase innovation capacity by 30%
Business benefit metrics Program status Critical account status SLA mgmt Product roadmap
Customer Portal
Pro
cess
En
ha
nce
rs
CMMi
TL9000
Six Sigma
Client Processes
Solution Accelerators
Critical Competencies
Product architects Product managers TME Program managers Escalation support engineers
Optimization •Phase containment •Code hardening
Dashboard and reporting •Key product quality and support metrics •Product and support CSAT
Integrated support and sustaining center
•Fully integrated workflow •Focus on entire life cycle – Customer case to resolution
•Well defined ASSeT TM methodology •Seamless integration into client development and support environment
Transition
Planning and strategy
•Feature point/ function point estimation •Mccabe complexity
•Critical customer handling processes
•Defect analytics
Key Components
Web 2.0 based e-support portal
ASSeT – Transitionframework
MASCoT – Managedservices framework
Defect analytics engine
CQMP – Phase containment
Code hardeningframework
Leading networking player
Reduced team size and decreased incoming defects through phase containment, code hardening, defect assignment and static analysis. HCL was able to cut down on the team size by 40%. Incoming defects were also reduced substantially.
Telecom OEM
HCL provided technical support on product limitation, recorded customer feedback and suggestions and provided engineering support in the form of technical trainings and knowledge documents. The MTTR was improved by 40% and the incoming CFD was reduced by up to 50%.
Leading networking OEM
HCL is managing end-to-end product sustaining and roadmap for 12 products of a leading networking OEM on a risk-reward sharing model, releasing 400+ engineer bandwidth for new product development.
Barry Boehm
NIST study
Forrester
& creating the associated solution delivery ecosystem to help build market leadership. Right now, 16,000 of
With multiple patents and an exhaustive knowledge repository, HCL has used the most innovative models to help some of the big names sustain their products which earned it a brilliant track record across verticals.
Product Sustaining and Support
Delivery Approach
Case Studies
HCL Value Proposition
Challenges in sustaining a product
As the largest percentage of product margins come from mature products, sustaining them is a necessary yet costly
Customer’s loyalty has always been a critical
can be seen on the right.
Cost of
quality
Cost to correct defects increases by up to 100% when they
Cost of sustenance
For a software development project, 80% of software development dollars are spent correcting software defects
Investment dilemma
75% of the budget is spent on old product maintenance support and testing; 25% is spent on new product development
In a competitive environment, customers award their loyalty only to the one they perceive as the best. Poor product quality, transgression of defect resolution deadlines, inadequate debug ability and slow response to customer’s issues are hurdles to customer satisfaction
There is an increased pressure on maintaining product margins with existing products consuming a large share of the
customer case backlog increases
Sensitive customers and reluctance/inability to outsource high value functions tie up expensive resources to sustenance. The lack of experience in new products results in delays, cost escalations and unhappy employees
Improving customer loyalty
PropositionIntegrated engineering and tech support teamsProven phase-containment and code hardening methodologiesIntegrating PDLC processes for acquired products
ImpactReduce the average incoming customer found defects by 20%Reduce critical customer cases by 10%Improve CSAT by 20%
Optimizing sustaining cost
PropositionIntegrated horizontal sustaining teams across product and technologiesWeb 2.0 based e-supportProactive support to reduce the customer cases
ImpactReduce sustaining cost by 15%Reduce support cost by 10%
Freeing up experienced resources for NPD
PropositionProven competencies beyond engineering – Architecture, product management, TMERisk and reward engagement model Process for customer handling
ImpactUnlock experienced resources by 80%Increase innovation capacity by 30%
Program status Critical account status SLA mgmt Product roadmap
Customer Portal
Pro
ce
ss E
nh
an
cers
CMMi
TL9000
Six Sigma
Client Processes
Solution Accelerators
Critical Competencies
Product architects Product managers TME Program managers Escalation support engineers
Optimization •Phase containment •Code hardening
Dashboard and reporting •Key product quality and support metrics •Product and support CSAT
Integrated support and sustaining center
••Focus on entire life cycle – Customer case to resolution
••Seamless integration into client development and support environment
Transition
Planning and strategy
•Feature point/ function point estimation •Mccabe complexity
•Critical customer handling processes
•Defect analytics
Key Components
Web 2.0 based e-support portal
ASSeT – Transitionframework
MASCoT – Managedservices framework
Defect analytics engine
CQMP – Phase containment
Code hardeningframework
Leading networking player
Reduced team size and decreased incoming defects through phase containment, code hardening, defect assignment and static analysis. HCL was able to cut down on the team size by 40%. Incoming defects were also reduced substantially.
Telecom OEM
HCL provided technical support on product limitation, recorded customer feedback and suggestions and provided engineering support in the form of technical trainings and knowledge documents. The MTTR was improved by 40% and the incoming CFD was reduced by up to 50%.
Leading networking OEM
HCL is managing end-to-end product sustaining and roadmap for 12 products of a leading networking OEM on a risk-reward sharing model, releasing 400+ engineer bandwidth for new product development.
Barry Boehm
NIST study
Forrester
With 1000+ professionals, multiple patents and an exhaustive knowledge repository, HCL has used the most innovative models to help some of the big names sustain their products which earned it a brilliant track record across verticals.
Hello, I'm from HCL's Engineering and R&D Services. We enable technology led organizations to go to market with innovative products and solutions. We partner with our customers in building world class products and creating associated solution delivery ecosystems to help bring market leadership. We develop engineering products, solutions and platforms across Aerospace and Defense, Automotive, Consumer Electronics, Software, Online, Industrial Manufacturing, Medical Devices, Networking & Telecom, Office Automation, Semiconductor and Servers & Storage for our customers.
