Implementing Strategy to Effectively Run Your Service Businessto Effectively Run Your Service Business

Tom StierleVP, Global Customer Service Operations, Teradata

Agendag

• Introduction

• Strategy and Implementation

• Examples – Architecture and Talent

• Closing/Questions

IntroductionTeradata CorporationTeradata Corporation

Company Overview• Founded in 1979, shipped first parallel relational

database to customers in 1984

• Leader in Gartner “Database Quadrant”

• 900+ customers, 2000+ EDW implementations

• $2.0B+ revenue per year

• Blue Chip customer base (Global 3000)

• Acquired by NCR in 1991, spun off in late 2007

Introduction Customer Services OverviewCustomer Services Overview

• Support Complex Data Warehouse Solutions> Close to 100,000 electronic & customer service requests, q> Thousands more proactive & change activities> Support DB, HW, multiple OS, applications, third party products

• Offer Portfolio> Availability Management Service Offers> Point Service Offer Solutions

• Technical Talent750 T h i l S t A i t> 750+ Technical Support Associates

> Average years of experience, 15 years

• Global Service Model> Proactive Change Reactive Support Activities> Proactive, Change, Reactive Support Activities> Regional Centers & On-Site Technical Support> Multi-tier Technical Staff with High Touch Service

• Customers> Thousands of Business Critical Customers that are Diverse & Demanding> Small customers with Point Solutions> Active Enterprise Intelligence Customers with Availability Targets

StrategyBasic Definitions and Balanced Business ScorecardBasic Definitions and Balanced Business Scorecard

•Objectives: Measurement “quantifiable and time stamped” j q p

•Strategy: Statement of direction to achieve objective

•Tactics: Actions to be taken to achieve strategy

Balanced Business Scorecard

Business Customers &

Balanced Business Scorecard Best Practice –

Harvard School of Business

BusinessProcesses

Customers & Suppliers

Strategy

Financial Learning & Growth

Strategy and ImplementationHow we do itHow we do it

Service Offers/Portfolio Service Management Process

>Backup Archive and Restore Implementation

>BAR Optimization>Disaster Recovery

Consulting

>System Installation

>Deployment/Relocation

>Environmental Assessment

>Secure Support>Hot Standby Node>Fallback>Large Cliques>Disk Scrubbing

>Data Archive>Active/Active>Active/Standby>Disaster Recovery>Hosted Site>Test/DevelopmentAvailability

>Backup Archive and Restore Implementation

>BAR Optimization>Disaster Recovery

Consulting

>System Installation

>Deployment/Relocation

>Environmental Assessment

>Secure Support>Hot Standby Node>Fallback>Large Cliques>Disk Scrubbing

>Data Archive>Active/Active>Active/Standby>Disaster Recovery>Hosted Site>Test/DevelopmentAvailability

Process

>HW/SW Updates>Upgrade Validation

and Planning>Subscription>ServiceLink

>Enterprise System Support

>Database SW Web Support

>Application

>System Optimization>Operational Mentoring>Software

Implementation>Data Migration>Managed Services

>HW/SW Updates>Upgrade Validation

and Planning>Subscription>ServiceLink

>Enterprise System Support

>Database SW Web Support

>Application

>System Optimization>Operational Mentoring>Software

Implementation>Data Migration>Managed Services

Financial

PeopleService Architecture

RegionSupport

Work Flow Management

FieldSupport

GlobalSupportCustomer

Reactive

Management

Service DeliveryApplications

ProactiveChange

Data FeedsData Foundation/EDWD

a Engineering

Business Intelligence

EngineeringBuilt-in Feeds

Cust.Info

IncidentDRTA

FROParts Knlg.

Base

ata Standards

and Service Analytics

Customer System Feeds

Built in Feeds

Strategy and ImplementationTh F kThe Framework

B i Obj ti

Revenue Operations/People Architecture

Business Objective

ACTIONS123

ACTIONS123

ACTIONS1233

45

345

345

Evaluation

Strategy and ImplementationWhere do I start Identifying BIO’s

Customers

Where do I start - Identifying BIO’s

E-mailAIC noticesT h Al t

Help me, I have a problem with a

Tech AlertsDR’sKnowledgeMyWork, MyTime, MyAnalytics…

query….

Service. Offers

IMP

Service. OffersCoreBaseBC

Change Control

IMP

Change Control Implementation

Critical PatchesSWRM

Support ReviewsSupport ReviewsEtc.

Strategy and ImplementationUsing Strategy to Address Your BIO’sUsing Strategy to Address Your BIO’s

Strategy OverviewStrategy Overview

1. Grow Availability Portfolio Revenue, File Value

2. Effective Delivery of Key Service Activities

3. Realization of asset/fault information capture, analysis & distribution for outage avoidance & service analytics & distribution for outage avoidance & service analytics

4. Advance knowledge, instill a high availability culture and provide an environment for our people to grow

Example - Delivery Management DashboardKey Performance MetricsKey Performance Metrics

EDW Home Key Performance Metrics

EDW - CS Home

Regions

Financial Info

Delivery Delivery

Logistics

Installed Base

MRM Operational Performance AMER APJ EMEA GSC1200 Closed Incidents By Problem Area

360° View of Customer

Request Access 800

1000

1200 Closed Incidents By Problem Area Region EMEA

400500600

Training

About the EDW

Feedback200

400

600

0100200300

Ju l-07

Aug-07

Sep-07

O ct -07

Nov-07

Dec-07

Jan-08

Feb-08

Mar-08

Apr-08

May-08

Jun-08

Jul-08

0Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07 Jan-08 Feb-08 Mar-08 Apr-08 May-

08Jun-08 Jul-08

Incoming Closed BLOG

Ju A ug Sep O c No De Ja Fe Ma Ap May Ju Ju

Advocated Solutions Hardware Software

Change Control Customer Managed

Example - Sales and Financial DashboardRenewal and AR ManagementRenewal and AR Management

DaysPre-Billing Verification DashboardEDW Home

EDW - CS Home

Contract Number

Master Customer

Name

Annual Value -

US

Status (R,Y,G)

Renewal Date

Days Exceedi

ng Expiration Date

Last PBV Comment Next Action Owner

1076772R01 Customer 1 $46,596 R 11/1/2008 46 Waiting on sales to finalize Upgrade plan Bowling,Karen

EDW CS Home

Regions

Financial Info

Delivery

L i ti plan

1076788R01 Customer 2 $250,000 R 12/15/2008 0 OK to Bill in 3 days Pirrung, Donna

1076825R01 Customer 3 $150,000 R 11/1/2008 46 Possible contract renegotiation Bowling,Karen

1076788R01 Customer 4 $1,200,000 R 12/2/2008 15 OK to Bill now Pirrung, Donna

Logistics

Installed Base

MRM

360° View of Customer360° View of Customer

Request Access

TrainingSum of

Month End Amount

Sum of Current

Balance-Sum of

ReductionSum of

ReserveAbout the EDW

Feedback

Bucket Master Customer NamAmount Due-US

BalanceUS

Reduction - US

Reserve Impact CollectoComments

061 - 090 DCustomer 1 220,001.76 220,001.76 0.00 0.00 Leigh

Invs to be cxl/rebilled for only 6 months of service - waiting for new orders to be signed

Making effort to get pymt sooner than agreed pymt date of Dec 15-inv was re-

Customer 2 184,760.00 184,760.00 0.00 0.00 Charlene submitted which pushed pymt date back

Customer 3 168,063.25 168,063.25 0.00 0.00 Leigh

Invs have not been mailed to the cust because of tax and credit issues - TSAM B Bedell is working with CA M Dill to correct

061 - 090 Days Total 879,755.78 879,755.78 0.00 0.00

Strategy and ImplementationUsing Strategy to Address Your BIO’sUsing Strategy to Address Your BIO s

Strategy OverviewStrategy Overview

1. Grow Availability Portfolio Revenue, File Value

2. Effective Delivery of Key Service Activities

3. Realization of asset/fault information capture, analysis & distribution for outage avoidance & service analytics& distribution for outage avoidance & service analytics

4. Advance knowledge, instill a high availability culture and provide an environment for our people to grow

Talent Management meets HBDI“The Assessment Web”The Assessment Web

Leadership/ Problem SolvingBusiness Acumen g

RelationshipManagement

Technical Knowledge/Process ManagementProcess

Source: Bill Stierle, Corporate Culture Development, 310-433-8380

Talent Management“The Baseline/Assessment Web”

Manager

“The Baseline/Assessment Web”

Business AccumenFinancial Management

Leadership/ Problem Solving

Technical KnowledgeKnowledge in Work Area

RelationshipManagementCustomer/Internal

Technical SalesBusiness AccumenFinancial Management

Leadership/ Problem Solving

Business AccumenFinancial Management

Leadership/ Problem Solving

Technical Sales

Technical KnowledgeKnowledge in Work Area

RelationshipManagementCustomer/Internal

Technical KnowledgeKnowledge in Work Area

RelationshipManagementCustomer/Internal

Skills AssessmentExampleExample

Please enter a "Skill Level" (from the choice of 4 below) into the Self Assessment column, that you believe best describes your current level, for each of the 27 skills.

1 Determine attributes Skill Self Assessment Manager AssessmentTechnical Knowledge

Data W arehouse Hardware KnowledgeUNIX Operating Systems KnowledgeW 2K Operating Systems KnowledgeTeradata Software KnowledgeApplications Knowledge (CRM, SDG, ..)Client Software Knowledge

1.Determine attributes to be measured

2.Have associates and Client Software KnowledgeBAR KnowledgeDBA KnowledgeSystem & DB Performance KnowledgeProcesses, Process and Service Tools Knowledge

Leadership / Problem SolvingLeadershipSense of UrgencyTime Management

managers complete

3.Calculate “perceived” variances Time Management

InnovationProblem SolvingQuality Result

Relationship ManagementTeamworkCustomer OrientedCustomer Communication ExcellenceCustomer Follow up & Closure

variances

4.Coach and create development plans

Customer Follow-up & ClosureAppearanceOral expression

Business AccumenBusiness Communication SkillsService Delivery Model KnowledgeService Offer KnowledgeCustomer SLA KnowledgeE li h L

5.Make part of quarterly and annual business reviews English Language

Skill Level Skill Level DescriptionLow Comprehends basic conceptsSatisfactory Handles routine tasks independentlyGood Performs complex tasks and can be lead othersExcellent Creates new ways to apply and considered a though

business reviews

What’s Next for UsContinuous Improvement - Organized Professional DeliveryContinuous Improvement Organized, Professional Delivery

AIC, Tech Alerts and DR analysis for and DR analysis for BC

Improved Proactive, Change and Reactive Management

Customer Meetings

Closing Remarks

1 L th B l d B i S d F k

g

1. Leverage the Balanced Business Scorecard Framework to Establish Organization Objectives

2 Use the Strategic Framework to Establish Your 2. Use the Strategic Framework to Establish Your Strategy and Tactics for your BIO’s

3. Assign clear owners, cross-org interlock and place 3. Assign clear owners, cross org interlock and place within the annual objective setting process

4. Stay the course and make sure strategic plan become y g pthe working plan vs. a dust collector

5. Empower your people to achieve great things

QuestionsQuestionsQuestionsQuestionsQuestionsQuestionsand Answersand Answers

QuestionsQuestionsand Answersand Answers