NKNew vs. Known...Introductions Mentor Grappphics Corporation — A technology leader in Electronic...

N KNew vs. KnownTheory & Application

Andy Westlund

y pp

N h A i S DiNorth America Support DirectorMentor Graphics Corporation

October 26, 2010 – Revision 1.3

S i I d t S itServices Industry SummitSan Diego, California

IntroductionsIntroductions

Mentor Graphics Corporationp p— A technology leader in Electronic Design Automation solutions— Established in 1981— FY 2010 revenue: $802.7M; Support Revenue: $296.4MFY 2010 revenue: $802.7M; Support Revenue: $296.4M

350+ support professionals in 16 countries worldwide— Service Capability & Performance (SCP) certified since 1999

2© 2010 Mentor Graphics Corp. Company Confidentialwww.mentor.comANW: SSC New vs. Known, 26-Oct-2010, Revision 1.3

Meet Andy WestlundMeet Andy Westlund

Mentor Graphics HistoryMGC World Trade p y— 1988 – 1992:

Software Development— 1992 – 1995:

Customer Support Division

1992 1995: Customer Support CAE

— 1995 – present: Customer Support Mgmt

Andy WestlundNorth America Support

Director Customer Support Mgmt

Education— BSCS: Oregon State U.SCS O ego State U— MBA: Portland State U.

Personal— Home near Portland, OR— Married, two sons in

college

3© 2010 Mentor Graphics Corp. Company Confidentialwww.mentor.com

g

ANW: SSC New vs. Known, 26-Oct-2010, Revision 1.3

What is Electronic Design Automation?What is Electronic Design Automation?

Turning Ideas into Products…Better Cheaper Smaller Faster


Better, Cheaper, Smaller, Faster

Mentor Graphics Customer SupportMentor Graphics Customer Support

Vision— Remain the Services leader in solving

our customers’ design problems any time, anywheretime, anywhere

Mission— Eliminate the barriers between our

customers and their success— Strengthen Support as a competitive

differentiator for Mentor Graphicsd e e t ato o e to G ap cs

The only 5 STAR Support in EDA


TopicsTopics

KCS BasicsKCS Basics Mentor Graphics’

KCS JourneyKCS Journey Measuring New and

KKnown Results, Challenges, , g ,

and Next Steps


Knowledge-Centered Support (KCS)Knowledge-Centered Support (KCS)

Create content as aCreate content as a by-product of solving problemsp ob e s

Solve once, use often“Th l l “The long term goal of KCS is to remove K i fKnown issues from the assisted model.”

G O t CSI— Greg Oxton, CSI


“NEW”NEW

FreshFresh InterestinggStimulatingEnergizing


“KNOWN”KNOWN

StaleStaleBoringgRepetitiveDe-motivating


Desired StateDesired State


Mentor Graphics’ KCS JourneyMentor Graphics KCS Journey

Mar-2001: PrimusMar 2001: Primus Apr-2003: Knowledge

Base on SupportNetBase on SupportNet Nov-2007: InQuira IM Oct-2009: New vs.

Known Studyy Nov-2009: “TAPS”

N R it li i Now: Revitalizing our KCS culture


New vs Known StudyNew vs. Known Study

Process:Process:— Selected three product areas— Examined one month’s worth of Service Requests

– Minimum of 75 Service Requests in each product area— Subject Matter Experts assessed SRs in detail

– “A good experience, but a lot of work.”A good experience, but a lot of work.

What we learned:— Our link accuracy was very goodOur link accuracy was very good— Our link rate was not— Our Linking mechanism didn’t g

work well


“TAPS”TechNote Authoring and Publishing SystemTechNote Authoring and Publishing System

Internally developed authoring systemInternally developed authoring system Integrated with SR and defect tracking systems

T hN bli h d S N TechNotes published to SupportNet


Revitalizing our KCS CultureProcess

Done

Process

Done

LINK NeedsImprovement?

KNOWN(Found) Content to Publish Workflow

(Contributing Editor domain)

SRCreated SEARCH PublishReview

AuthorsCreateContent

(Contributing Editor domain)

Non-SRHandlingOrigins

RecommendedContent

NEW(Not Found)

LINKFully DocumentSolution in GTS

Promote asTechNote?

(Not Found)

Done


Solution in GTS TechNote?

Done

Measuring KNOWNMeasuring KNOWN

Service Request

Th

TechNote

QuestionThe

Answer

Question

Oct 1, 2010

TechNote created before Jul 9, 2010the Service Request

Why didn’t the customer


find it?


Measuring NEW? Or UNKNOWN??Measuring NEW? Or UNKNOWN??

Service Request

Question TechNoteQuestion

Oct 1, 2010

TechNote

No link We don’t know if this is a

NEW issue or not


Mentor Graphics’ Definition of NEW:Mentor Graphics Definition of NEW:

Service Request

Th

TechNote

QuestionThe

Answer

Question

Oct 1, 2010

TechNote created after Oct 3, 2010the Service Request

This is what we want!


Metric: Increase New : Known Ratio?Reinforcing the Desired ProcessReinforcing the Desired Process

Teams can increaseTeams can increase their performance by not linking to Known ot g to oissues

“What you measure What you measure is what you get”Wh t b h i d What behaviors do we want to drive?

SEARCH— SEARCH— DOCUMENT solutions— LINK


LINK


Our Objective:Our Objective:

“Make Known issues available on SupportNet”Make Known issues available on SupportNet— Or, “…available to Customers”— This can be accomplished by creating, then publishing,

content

Goal / Target: Increase the percentage of NEW g p gService Requests over time— Apply our modified definition of NEW: An SR linked to

SupportNet content created after the Service Request

Avoid driving unwanted behaviorg


Results to Date: Focus on Linking

% f Cl d SR Li k d t T hN t

Results to Date: Focus on Linking

12.0%

% of Closed SRs Linked to TechNotes

8.0%

10.0%

6.0%

2.0%

4.0%

0.0%

Jan‐10 Feb‐10 Mar‐10 Apr‐10 May‐10 Jun‐10 Jul‐10 Aug‐10 Sep‐10


Results: Ongoing Troubleshooting SuccessResults: Ongoing Troubleshooting Success


Results: “Barriers Eliminated”Results: Barriers Eliminated

60000

Worldwide Closed SRs and Successful Searches

40000

50000

20000

30000

0

10000

Feb‐09

Mar‐09

Apr‐09

May‐09

Jun‐09

Jul‐0

9

Aug‐09

Sep‐09

Oct‐09

Nov‐09

Dec‐09

Jan‐10

Feb‐10

Mar‐10

Apr‐10

May‐10

Jun‐10

Jul‐1

0

Aug‐10

Sep‐10

Oct‐10

Nov‐10

Dec‐10

Jan‐11

Assisted Support (SRs) Self‐Help


Our Favorite “Deflection” MeasureOur Favorite Deflection Measure

$300,000 $325,000

70 000

80,000

Worldwide SR Volume vs. Support Revenue

$200 000$225,000 $250,000 $275,000

50,000

60,000

70,000

$125,000 $150,000 $175,000 $200,000

30,000

40,000

50,000

$25 000$50,000 $75,000 $100,000

10,000

20,000

$0 $25,000

02001 2002 2003 2004 2005 2006 FY 2008 FY 2009 FY 2010 FY 2011*

Worldwide SRs WW Support Revenue


Challenges and Next StepsThe Journey ContinuesThe Journey Continues…

Today we can only link SRs to TechNotesToday we can only link SRs to TechNotes— AppNotes, documentation, movies, not linked

Today we cannot link a closed SR to a TechNote Today we cannot link a closed SR to a TechNote— SR must be re-opened, resulting in a changed closed

date and re-notification to the customer— TechNotes created after the SR is closed are not being

counted as “New”

Improvements are neededImprovements are needed


ConclusionConclusion

Repeatedly solvingRepeatedly solving Known issues is inefficient and costlye c e t a d cost y

Objective: Make Known issues availableKnown issues available to customers— Choose metrics thatChoose metrics that

reinforce this

The KCS workflow The KCS workflow begins with Search…— Then: Solve & Share


Then: Solve & Share


w w w . m e n t o r . c o m


NKNew vs. Known...Introductions Mentor Grappphics Corporation — A technology leader in Electronic...

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