Transforming into a Solution Focused Global Support...
Transcript of Transforming into a Solution Focused Global Support...
1© Copyright 2006 EMC Corporation. All rights reserved.
Transforming into a Solution Focused Global Support Organization
Optimizing Global Support
Zelda Garrison-DesanyDirector – GTS Software Solutions
EMC Corporation
2© Copyright 2006 EMC Corporation. All rights reserved.
Executive Summary“About EMC”
– EMC Corporation Overview– EMC Customer Service Overview– The Past and Present Realities
How we support the future with a scalable strategy– The “PPT Methodology”– Five Steps of Success– The Results
Questions and Answers
Agenda
EMC Corporation
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Executive Summary
In our changing world of support, EMC Corporation has deployed a strategy to meet our customers’ needs and our business objectives of providing them the best experience possible. With support operations in all major regions of the world, EMC is leveraging this model to service increasingly complex environments, driven by a support methodology, advances in technology and an ever-widening product base by utilizing language centers, resources in cost effective regions and an advanced service infrastructure. The result isEEMC's company-wide commitment to consistently exceeding our customers’ expectations for quality, service, and innovation.EMC's company-wide commitment to consistently exceeding our customers’ expectations for quality, service, innovation, and interaction.
EMC Corporation
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Who we are– Products, services, and
solutions focused company– Focused on information storage
and management– 2005 revenues of $9.66 Billion– Over 26,000 employees
worldwideOur Customers
– All industries, both public and private sectors
– Company sizes range from startups to the Fortune Global 500
– Caretaker for more than two-thirds of the world’s most essential information.
Overview
“Our starting point is information lifecycle management (ILM), an IT strategy designed to help organizations get the most value possible from their information, for the lowest cost, at every point in the lifecycle of information.”-Joseph M. Tucci, EMC Chairman, President and CEO
EMC Corporation
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EMC Customer ServiceGlobal Resources
– 4,900 professionals worldwide
Field Organization: ~ 3,400– Americas– APJK– EMEA
Global Technical Support (GTS): ~1,000– All geographies
Corporate Organization: ~ 500– CSI– CSM – Finance – Marketing – Operations – Partners – Serviceability– Strategy– Technology
EMC Corporation
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~ 1000 Resources WorldwideGlobal Support Centers
– Main: Hopkinton, MA; Sydney, Australia; Bangalore, India; Cork, Ireland
– Satellite: Duluth, GA; White Plains, NY; Alexandria, VA; Scoresby; Australia; Tokyo, Japan
24 x 7 Support infrastructure145,000 Calls / Month~ 150 Products
Corporate Support - GTSFacts and Figures
EMC Corporation
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SCP Certified 7 years in a rowMission Critical Support SSPA Star Award Recipient 4 years in a row Knowledge Management Magazine Best Practice Award for EMC Powerlink
Corporate Support - GTSA World-Class Global Support Model
Ireland Japan
Australia
SingaporeKoreaFrance
GermanyHopkinton, MA
India
South America
Training CentersWindows Competency CenterInteroperability Lab
Oracle/EMC Joint Solution CenterSolutions Centers Global Support Centers
EMC Corporation
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EMC’s Mission Critical Infrastructure Portfolio
CelerraADICScalarFamily
CenteraCLARiiONDisk Library
CLARiiON Connectrix Symmetrix
iSCSI
Tiered Storage
ILM Software100+ products
Resource Managementand
VirtualizationVMware
InvistaRainfinity
SMARTS
ControlCenterStorage Insight
Documentum NetWorkerXtenders
eRoom
SRDF
TimeFinder
Red text indicates new companies’ products acquired in the last 2 years.
EMC Corporation
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Our Past and Present Realities
Direct and Indirect Direct and Indirect (Channel/Partners)(Channel/Partners)
DirectDirectService Model
Enterprise to SMBEnterprise to SMB(Six Segments)(Six Segments)
EnterpriseEnterpriseCustomer Segmentation
Hardware, Software and Hardware, Software and Solution basedSolution based
HardwareHardwareService Delivery Type
Many (150+)Many (150+)‘‘HandfulHandful’’Products Supported
AllAllAllAllCustomer Industry
Range from High to LowRange from High to LowHighHigh‘Customer Touch’
GrowingGrowingLowLowCall VolumesPresentPast
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Integrated support center/field service model
– Proactive remote support technology
– Telephone support– eServices– Onsite service
eServices complements assisted services
– extends EMC support tools and expertise to customers
– initiates online services seamlessly to live assistance
Remote
eServices
OnsiteGlobal Field Service Engineers
Live telephone support and automated remote support24/7
Online support resources and tools
EMC Corporation
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EMC Mission Critical Support meets customer needsProactiveHighly personalizedGlobal in scopeStringent SLAsMission critical enabling infrastructureeService Support Tools on PowerlinkContinuous improvement cycle
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How Do We Support the Future?
Leverage the largest assets of the Remote Support organization
– People– Process– Technology
Support them with a strategy that links the three assets to Global Technical Support
– Worldwide resources– Main and Satellite support centers– 24x7x365 Coverage– Knowledge Centered Support
“Change is the law of life. And those who look only to the past or present are certain to miss the future. “
– John F. Kennedy
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People, Process, and Technology…is how EMC continues to address these challenges and meet the future.
“The PPT Methodology”
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Leverage “PPT Methodology”:Step 1: Establish and set a clear direction aligned with
corporation/organization objectives Step 2: Focus on the people, your most important assetStep 3: Inspect what you expect, automate, and continuously
improve/evolve processesStep 4: Introduce and Evolve ‘Best in Class’ TechnologiesStep 5: Leverage operational and communication frameworks to tie it all
together
Five Steps to SuccessSkilled People…Tuned Processes…Better Data…Improved Execution = Increased CSAT
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VisionThe GTS organization’s vision is to “Globally deliver the industry’s leading solutions support resulting in the highest levels of customer satisfaction”.
People, Process, and TechnologyStep 1: Set a clear direction
MissionWe will accomplish this vision through our people, processes and technology.
“The PPT Methodology”
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Our PeopleAttract, hire, develop and retain skilled personnel who emphasize the importance of customer satisfaction through teamwork, sense of urgency, professionalism, technical expertise and innovation.
InitiativesPersonnel Investments
– College Hire Program
Knowledge Management– Knowledge Centered Support
Training Focus– Boot Camp for New Hires– Management, Technical and Soft Skills
Mentor Program(s)– New Hire, Transfers and Promotions
Rotation Program(s)– Cross-geo, and/or Cross-functional
Individual Development Plans– For EVERY employee– ‘Getting Started’ Plan focus
90 Day Plans
People, Process, and TechnologyStep 2: Focus on the people, your most important asset
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Our ProcessesDeliver quality support with emphasis on global consistency, collaboration, career development with continuous improvement.
InitiativesSun Never Sets (24x7x365) Refinement
– Turnover– Code Red
Team Collaboration– CST Productivity
Global Quality Metric Dashboards– Weekly, Monthly, Quarterly,
Yearly
Moving from VIC to Web…– Customer Viewable Text
Engineering SLA ‘frameworks’
People, Process, and TechnologyStep 3: Inspect what you expect, automate, and improve!
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TechnologySurpass customer needs by implementing and leveraging leading edge tools and systemsfacilitating the delivery of support.
InitiativesExternal Technology
– WebEx– Primus/Clarify Integration– Instant Messaging
Internal Technology– Service Tools– Customer Topology (eRoom)– GTS Central (Web Forum)
Knowledge Center Support Focus– Primus Authoring/Approval
Process Standardization
Support Matrix Enhancements– eLab Navigator and SAN Advisor
People, Process, and TechnologyStep 4: Introduce and Evolve ‘Best in Class’ Technology
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People, Process, and TechnologyStep 5: Leverage operational & communication frameworks
Institute Quarterly Business Reviews to review, prioritize, remove/add key initiativesEvolve the Organization Structure aligning to businessInstitute a Communication FrameworkLeverage Six Sigma methodologies to measure and manage business and initiativesContinuously benchmark against Industry Best PracticesCommunicate and Celebrate successesEmbrace the Total Customer Experience (TCE) initiative, enabling our customers to achieve a better “end to end” experience
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FunctionA
GTS Triage
SLA
GTS Core
Rul
es o
f Eng
agem
ent
Functional Alignment and Co-LocationEnd to End
SustainingEngineering
FunctionB
FunctionC
FunctionD
FunctionE
GTS Triage GTS Triage GTS Triage GTS Triage
GTS Core
Rul
es o
f Eng
agem
ent
GTS Core
Rul
es o
f Eng
agem
ent
GTS Core
Rul
es o
f Eng
agem
ent
GTS Core
Rul
es o
f Eng
agem
ent
SustainingEngineering
SustainingEngineering
SustainingEngineering
SustainingEngineering
SLA
SLA
SLA
SLA
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Protocols andTransports
(SAN, iSCSI, etc.)
Connectivity
Application(Resource Mgmt,Backup/Recovery…)
Storage Mgmt.Network Mgmt.
UnixWindows
Mainframe
Host Systems SW
NAS / CASCLARiiONSymmetrix
“Open”
Platforms
Functional “Skill Set” AlignmentsThe GTS “OSI” Model
Pow
erPa
th
“SA
N”
EDM
etc…
Sym
met
rix
CLA
RiiO
N
Invi
sta
RM
ECC
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Customer and Employee overall satisfaction increasedBusiness has scaled to meet growing call volumes
– SLA Response times on track– Relief and Resolution Times reduced– Number of ‘handoffs’ reduced– Acquisition integration streamlined
Strategic vision supported by strategic and tactical application
The Results are the ProofCSAT, Call Volume, SLA, Resolution Times
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It’s all about the CustomersCustomer Satisfaction Survey Results
Technical Skill of Support Rep
0%
50%
100%
Q1 Q2 Q3 Q4
Understanding Your Technical Environment
0%
50%
100%
Q1 Q2 Q3 Q4
50%
Q1 Q2 Q3 Q4
Overall Satisfaction
100%
0%
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Complements framework leveraged for ‘integration’ of acquired technologies
– Eight service integrations completed in 2005– People, Process and Technology methodology applied for
integration focus– Scalable for global support
Enables incorporating new products, product integrations, and bundled solutions
– Functional Skill Set vs. Product Stovepipe
It’s all about One EMCAcquisition and Integration
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Preparing for it now, before it arrivesHow do we do it…
and…
The Future…
“The PPT Methodology”
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Inputs Outputs
Call Handling
Standardization
Support Models
Dispatch Rate
GTS Dashboard
Create and Re-use Rate
ESAT Case types
# Cases
CST’s
Customers
Support Engineers
Training
Experience
Product Knowledge
Leverage Six Sigma MethodologiesFact-based decision-making moving forward
CSAT
IPO Diagram 1: Examination of our current Call Handling Process Flow
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“Value Chain”Analyze
CallStatistics
Analyze Call
Statistics
Verify Customer
Satisfaction
Verify Customer
Satisfaction
Provide Resolution
& Track Closure
Provide Resolution
& Track Closure
Route Issue to Best Channel
Route Issue to Best Channel
Understand Issues and Concerns
Understand Issues and Concerns
Receive Customer
Call
Receive Customer
Call
Provide Input
to Eng/NPI
Provide Input
to Eng/NPI
Provide Clear Service EntitlementProvide Clear Service Entitlement Provide Input to Eng/NPIProvide Input to Eng/NPI
with Initiative Alignment
Call HandlingCall Handling
Recruiting Strategy and FocusRecruiting Strategy and Focus
TrainingTraining
CSAT ImprovementCSAT Improvement
Business MetricsBusiness Metrics
NPI ProcessNPI Process
Hyper Growth Focus Hyper Growth Focus
Cross Functional PODsCross Functional PODs
Partner IntegrationPartner Integration
Service ToolsService Tools
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Expertise in multi-vendor, complex environments– Support team collaboration– Specialized support centers– Interoperability lab and tools– 550+ Cooperative Support Agreements
Proactive and pre-emptive mission critical support infrastructure– Automated remote support technology– eService support tools provide interoperability for proactive infrastructure design and
planning
Continuous improvement based on customer feedback– To meet evolving customer needs with mission critical applications and provide a best-
in-class support experience
Leading in customer satisfaction (CSAT)– EMC’s 92% overall CSAT rating exceeds 86.7% ServiceXRG 2005 industry benchmark
CSAT rating
All supported by “The PPT Methodology”
In Closing…Skilled People…Tuned Processes… Better Data… Improved Execution = Improved CSAT
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Questions and
Answers
EMC Corporation
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