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Managing Performance Improvement Across a Region

Managing Performance Improvement Across a Region. The Only 5 STAR Support in EDA. Gopinath Amargol Channel Support Manager Customer Support Division Mentor Graphics. Managing Performance Improvement Across a Region. Support Introduction Support Value Where were we?

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Managing Performance Improvement Across a Region

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  1. Managing Performance Improvement Across a Region The Only 5 STAR Support in EDA Gopinath Amargol Channel Support Manager Customer Support Division Mentor Graphics

  2. Managing Performance Improvement Across a Region • Support Introduction • Support Value • Where were we? • Global/Regional Integration • Results and Benefits Worldwide • What next? • Questions? Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  3. Managing Performance Improvement Across a Region • Support Introduction • Support Value • Where were we? • Global/Regional Integration • Results and Benefits Worldwide • What next? • Questions? Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  4. Worldwide Support Centers Mentor Graphics Wilsonville, Oregon U.S.A. Headquarters • 300,000 square feet of office & lab space • 3,800 employees worldwide • 300+ support professionals worldwide • State-of-the-art global tracking system • Multi-point communication on your issues Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  5. Mentor Graphics- A leader in the EDA industry • The Electronic Design Automation industry provides the design software used to create all of the world’s electronic systems. • It is time-critical technology used to design the most complex system-on-chip semiconductors & printed circuit boards. • Mentor Graphics has been an EDA industry leader for two decades with annual revenues over $750 million. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  6. CSD Vision, Mission Tom Floodeen, VP, GM CSD Vision: To be the services leader in solving our customers’ design problems anytime, anywhere, any task. Mission: Eliminating the barriers between our customers and our technology Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  7. Responsive, Expert Technical Support • North America: • Oregon Corporate HQ • Alabama • California • Canada • Colorado • Massachusetts • Texas Europe: • Egypt • France • Finland • Germany • Israel • Italy • Netherlands • Spain • Sweden • Switzerland • United Kingdom • Pac Rim: • Beijing • Bangalore • Hyderabad • NOIDA • Seoul • Shanghai • Singapore • Taipei • Hsinchu • Japan: • Nagoya • Osaka • Tokyo Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  8. Managing Performance Improvement Across a Region • Support Introduction • Support Value • The Past? • Global/Regional Integration • Results and Benefits Worldwide • What next? • Questions Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  9. Support Value A Support Contract From Mentor Graphics Delivers The only 5 STAR Support in EDA • High-quality enhancements • Regular update releases • Timely communication about updates • Easy, flexible access to online services • SupportNet (www.mentor.com/supportnet) • KnowledgeBase with thousands of solutions • SupportPro technical newsletter • Responsive, expert technical support • Global presence • Award-winning support Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  10. Enhancement Releases • High-quality enhancements to improve functionality, and maintain operating system compatibility • Frequent updates to keep technology current • Regular transitions to protect your investment • Online downloads of patches, service packs, latest releases. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  11. Managing Performance Improvement Across a Region • Support Introduction • Support Value • Where were we? • Global/Regional Integration • Results and Benefits Worldwide • What next? • Questions Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  12. Evolution of Mentor Support: 1983 • Support at Mentor: • 3 support engineers • Dial telephones • Paper tracking forms • Apollo workstations with Aegis operating systems Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  13. Evolution of Mentor Support: 1993 • Support at Mentor: • 187 Support Engineers • Reactive support (answer the phones) • Separate systems in separate regions • Hardcopy Customer Support Bulletin • Minimal Electronic Services: • Modem support line • SupportNet E-mail Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  14. If you called us, we provided assistance; If we were on the phone with someone else, you had to wait. 1993 Support Delivery Timely initial contact Customer requests assistance DirectConnect Coordinator Customer Support Engineer Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  15. 1993 - Electronic Access • SupportNet - Email • Open and review call logs • Query TechNotes • 3500 users • SupportNet - Web • Retrieve patches, Support-Bulletins, Application Notes • Transfer design data • 497 users Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  16. Evolution of Mentor Support: Mid 90s - Focus on Faster Response & Resolution Resolution Time in Days Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  17. Systems • NA and EU • SCOPUS • Japan • NIL • PacRim • Singapore – In-house systems • Others – NIL • Distributors • NIL Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  18. Managing Performance Improvement Across a Region • Support Introduction • Support Value • Where were we? • Global/Regional Integration • Results and Benefits Worldwide • What next? • Questions? Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  19. Global/Regional Integration • Process • People & Skills • Knowledge Management • SCP / Standards & Certification • Systems Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  20. Working Globally PROCESS SYSTEMS PEOPLE SKILLS SCP/Std. KNOWLEDGE MANAGEMENT TRAINING Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  21. Global Processes • Call Handling • Knowledge Management • Customer Listening Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  22. Customer Listening Program:Measuring Results • Incident Survey • Satisfaction Survey • SupportNet Survey • SupportNet Feedback Form • Focus Groups • SupportNet Survey • 3,200+ Responses - June • 75% Success Rate Across All Uses of SupportNet Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  23. Customer Listening Program:Measuring Results We ask for your feedback so we know where to focus • Support Center Incident Survey for Service Requests • 4,000+ Responses in Past Year • Scale of 1 to 7 Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  24. People working in a Global Team • SkillsBank • Performance Reviews: APR • Training and Development • CSDUniversity • Team Building • Soft Skills Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  25. Knowledge Management • Explicit Knowledge • Tacit Knowledge Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  26. Elements of Knowledge Management 1. Find Knowledge 2. Capture Knowledge 3. Document Knowledge 4. Edit Knowledge 5. Authorise/Approve Knowledge 6. Publish Knowledge 7. Reuse Knowledge 8. Archive Knowledge Knowledge Management Life Cycle Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  27. Benefits of Knowledge Management • Available online – all time, all users • No reinventing the wheel • Resource reallocation Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  28. Challenges to Knowledge Management • Re-Use • Re-usage • Metrics • Archiving Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  29. SYSTEMSFor the Past 6 Years: Investments in Support Systems • Over $4M invested • Global Service Request Tracking (Siebel) • KnowledgeBase (Primus-ATG) • Defect Management (ClearQuest) • Search Engine (Inquira) • Call Routing (ACD Telephones) • Reseller Access (Partner Portal) Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  30. Comprehensive Online Serviceswww.mentor.com/supportnet With SupportNet You Can: • Search KnowledgeBase • Download releases & patches • Manage YourSupport • Open service requests • Manage email profile • Customize SupportPro • Access license files Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  31. Need: Technical Question I don’t know how to add a delay formula to a virtual pin, and I can’t reach my AE. Help! Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  32. SupportNet Feature • All your users can register for SupportNet • Short tutorial Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  33. SupportNet Feature • Select your product • Ask your question 1st 2nd Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  34. SupportNet Feature • Search for answers • Searches include documentation 3rd 4th Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  35. Need: Download Software Where can I get the latest Calibre Release? It has new functionality I need. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  36. SupportNet Feature 1st 2nd 3rd Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  37. Weekly SupportPro Technical Newsletter: Announces Releases Release TechNote Solution TechNote Patch TechNote AppNote Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  38. Need: Documentation You don’t ship manuals. How do I get the User’s Guide for Board Station RE? Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  39. SupportNet Feature 1st 2nd 3rd Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  40. Need: Escalation What’s going on with the issue I reported last week? Can I get status on it? Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  41. SupportNet Feature 2nd 1st Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  42. Need: Open Service Request Your SupportCenter’s closed, and I want to report a problem. Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  43. SupportNet Feature 1st Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  44. SupportNet Feature 3rd 2nd Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  45. Need: Authorization Codes My system crashed and it’s the middle of the night. How do I get my license file? Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  46. SupportNet Feature 1st 2nd Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  47. Need: Training I need to learn more about System Verilog methodology. Any ideas where I can get training? Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  48. SupportNet Feature 1st 2nd Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  49. SupportNet Feature 4th 3rd Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

  50. Current FocusProactive Support “Why didn’t you tell me I could find my answer online myself”Your support needs are met without having to contact us a high percent of the time Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006

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