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Lawson Regional Support Western Europe

Lawson Regional Support Western Europe. Ian Hewitt Regional Support Manager. Agenda. New Department / New Organisation Lawson Total Care Quality Assurancel Performance Q&A. Worldwide Support Locations. Stockholm. Linköping. Elland. St. Paul. Paris. Zug. Osaka. Mumbai. Manila.

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Lawson Regional Support Western Europe

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  1. Lawson Regional SupportWestern Europe Ian Hewitt Regional Support Manager

  2. Agenda • New Department / New Organisation • Lawson Total Care • Quality Assurancel • Performance • Q&A

  3. Worldwide Support Locations Stockholm Linköping Elland St. Paul Paris Zug Osaka Mumbai Manila Singapore Regional Support Location– 11 centers Sydney Product Support Location– 9 centers

  4. Support Levels ApplicationManagement • Administration of customer installation • Maintenance of customer modifications • Installation of corrections and fix packs EnhancedSupport • Non-Warranty Support (“how-to questions“) • 24 x 7 Emergency Support, Priority Queuing • Online usage reports and statistics BaseMaintenance • Upgrades, updates, corrections • Self-service tools, Lawson Knowledge Base • Access to support staff Gold Bronze Silver Additional options available, likeHealth Check, Pager Support, or staffing for Customer-internal Support Center

  5. Services Scope of Supply • Administration of customer installation • Maintenance and support ofcustomer modifications • Installation of corrections and fix packs Support & Delivery Scope of Supply • Quality assurance and maintenance • Support of standard software • Pro-active support products Collaborative Delivery ApplicationHosting (future) ApplicationManagement EnhancedSupport BaseMaintenance Gold Bronze Silver

  6. Product Management Product Development Customer-centric Quality Assurance Deliver fully quality assured releases Customer Resolve productproblems Delivery Support Close the quality loop Ensuremaintainable releases Correct errors

  7. Release Strategy Legend: = New Development = Mainstream Maintenance = Extended Maintenance • 3 years Mainstream Maintenance = free of charge fix packs • 2 years Extended Maintenance = customer-specific hot fixes +8yr GA +1yr +2yr +3yr +4yr +5yr +6yr +7yr

  8. Regional Support Product Support CompetencyCenter CompetencyCenter CompetencyCenter Support Process Lawson Supply Users Users Customer Supply 1 Customer-internal Support Center Customer-internal Support Center Unified SupportInfrastructure - Communication- Tracking- Knowledge base 2 3

  9. Performance Statistic’s… as requested by and agreed with the MUA

  10. Lawson: Regional Support • Responsiveness – all incidents • NW E Business Group • UK & IRE

  11. Lawson: Regional Support • Resolution Rates –all incidents • NW E Business Group • UK & IRE

  12. Lawson: Regional Support • Resolution Rates – analysis • NW E Business Group • Functional Errors • Operational Errors

  13. LAWSON: Regional Support • Resolution Rates – analysis • UK & Ire • Functional Errors • Operational Errors

  14. Lawson: Regional Support RSWE: Avg - 3.828 UK & IE: Avg - 4.026 BE Avg: - 3.711 Online Satisfaction Survey

  15. Q & A ?

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