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Optimizing the Service OrganizationService Industry ConferenceOctober 25, 2012
MaryAlice BastianDouglas Lumb
2
Agenda• Introduction
• Optimization Areas• Where am I going? • SET your Customer’s expectations!• Right people, Right time?• Do I really need to do this?• Workforce Segmentation• Cultural Integration• Career Paths & Growth
• Conclusions
• Q&A
3
EMC CUSTOMER SUPPORT SERVICES
Providing an industry-leading experience through service excellence and innovation
4
Burlington, Ontario
Duluth, GA
St. Petersburg, Russia
Tel Aviv, Israel
Brentford, UK
Beijing, China
Bangalore, India
Shanghai, China
Melbourne, Australia
Tokyo, Japan
Hopkinton, MAGlobal Headquarters
Cork, Ireland
Centers of Excellence
Customer Support Centers
Cairo, Egypt
EMC’s Global Customer Support Presence• Services from 620 service locations in 152 countries• Direct EMC service presence in more than 50 countries• 7,000 technical support professionals• Additional 8,000 EMC Global Services professionals
EMC’s Global Customer Support Presence• Services from 620 service locations in 152 countries• Direct EMC service presence in more than 50 countries• 7,000 technical support professionals• Additional 8,000 EMC Global Services professionals
EMC’s Service Presence Around the World
Draper, UT
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Our organization
Remote Support Optimization is chartered with optimizing all aspects of EMC Customer Support. The organization drives workflow efficiency, leverages automation, affects change and assesses risk within Customer Support.
• Streamline workflows• Propose and influence strategic change • Global compliance and consistency• Build sustainable, operational best practices • Functionality enhancements for tools and infrastructure • Operational implementation of optimization tools• Custom tool development• Risk Assessment and Management• Data Analysis and Consulting Services
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Customer Support TechniciansGlobal Support Call Center Operations
• 240 Staff:– Hopkinton, MA – Burlington, ON – Cairo, Egypt– Mainz, Germany (Partner)– Pune, India (Partner)
• Some of the things we do:– First-Line Customer Call Handling: 25,000/Month– Field to Remote Call Handling (Switchboard): 12,000/Month– Contract Entitlement, Software Licensing– Ticket Routing between Remote and Field Support teams
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Where am I heading? Systems & Monitoring
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Build a Wish List
• For each process– Metrics
• Volume• Wait Time in queue• Elapsed time (start to finish)• Working time (time logged by agent)
– Filters• Geography & Product• Severity
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Process Mapping
• Find interesting things to measure
10
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Where am I heading? Systems & Monitoring
Find your direction, Keep on course
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SET your Customer’s expectations!Effective Communication
• Focused, Structured Communication– Service Request Update Templates
• SET (Summary, Evidence, Timetable)• Engineer-focused delivery method
Ease of use Training Communication
– Six Sigma project• Establish baselines• Monitor for adoption, adherence• Show changes
13
Did it work?SET Metrics - Customer & Employee Satisfaction Improvements
“The updates will be in proper understandable format so that the next engineers who will be picking the case or for customers who want to review the status of the SR.” – EMC Technical Support Engineer, India
8.8 9.310.5
8.39.6 9.3
6.8 7.3
4.2
6.3
0%
2%
4%
6%
8%
10%
12%
Q2 10 Q3 10 Q4 10 Q1 11 Q2 11 Q3 11 Q4 11 Q1 12 Q2 12 Q3 12
Poorly Written Communication
73.7
75.776.8
75.6
78.079.6 80.3
81.4
83.5 83.3
68%
70%
72%
74%
76%
78%
80%
82%
84%
86%
Q2 10 Q3 10 Q4 10 Q1 11 Q2 11 Q3 11 Q4 11 Q1 12 Q2 12 Q3 12
Engineer Communication Effectiveness
Average = 75.5% Average = 81%
Average = 9.2% Average = 7.2%
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Right people, Right time? Time of Day Staffing
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Time of Day Staffing
• Phone-based transactions are special
• Change Drivers
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Volume
• Determine Historical Trending
Sun Mon Tue Wed Thu Fri Sat
Number of Calls
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Staffing
• Calculate Required staff
• Allocate Staff
10
5
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23
Standard Weekday Model
Time of day (EST)
Staff
US 3rd Shift US 1st Shift US 2nd Shift
Egypt 1st
Egypt 2nd
Canada 1st Shift
Canada 2nd Shift
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Volume vs. Staffing – Regular Monitoring• Daily Analysis
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Change Business Hours
Sun Mon Tue Wed Thu Fri Sat
Number of Calls
CallAbandon
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Right people, Right time? Time of Day Staffing
Goldilocks (Not too hot, not too cold)
• 2 Real-life examples
• Volume characteristics
• Change Drivers
• Trending
• Measure and Reassess
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Do we really need to do this?Remove Non-Value Add Work
• 3 Real-Life Examples
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Short Transactions are suspicious!
0
50
100
150
200
250
300
0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 25 30 32
Minutes Logged
Number of Transactions
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Dispatch
Dispatch
Case #1: Remove Unnecessary FlowsBefore
• Contract CheckPass: 50,000/MonthFail: 5,000/Month
• Region CheckUS, Canada: 1,000/MonthOther: 4,000/Month
Contract
Check
Region Check
Dispatch
Perform T&M
Other
US, Canada
Fail
DispatchTeam
TM Team
Pass
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Fail
Dispatch
Dispatch
Case #1: Remove Unnecessary FlowsAfter
Contract
Check
Region Check
Dispatch
Perform T&M
Other
US, Canada
PassDispatchTeam
TM Team • Reduce TM Team Transaction Count by 80%
• Significantly reduce total Workload
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Case #2: Automate
Dispute-NC Basic
Check Account A1, A2, A3)
Check Inactive Contract
Basic
Dispute-NC Enhanced
Enhanced
Dispute-NC Premium
Premium
Check Site Message
Check if Customer
accepts to Pay T&M?
A1/A2
A3
No
Dispute
Check SR Type
Hardware
Software
Check Channel DH
VIC
Check For:-PVR,-Entered contract with future end date,-Evaluation Box,-Field Dispute,
No
Check SeverityNon-Sev1
Emergency Situation
SAM or SM Over-ride?
SAM/SM Over-ride
No
Business Hours?
T&M/PPI Extended Hour
T&M/PPI Normal
NoYes
T&M/PPI Rejected
Send Paperwork,Wait 3 days
Incoming
Sev1
Yes
Yes
No
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Case #2: Automate
Dispute-NC Basic
Check Account A1, A2, A3)
Check Inactive Contract
Basic
Dispute-NC Enhanced
Enhanced
Dispute-NC Premium
Premium
Check Site Message
Check if Customer
accepts to Pay T&M?
A1/A2
A3
No
Dispute
Check SR Type
Hardware
Software
Check Channel DH
VIC
Check For:-PVR,-Entered contract with future end date,-Evaluation Box,-Field Dispute,
No
Check SeverityNon-Sev1
Emergency Situation
SAM or SM Over-ride?
SAM/SM Over-ride
No
Business Hours?
T&M/PPI Extended Hour
T&M/PPI Normal
NoYes
T&M/PPI Rejected
Send Paperwork,Wait 3 days
Incoming
Sev1
Yes
Yes
No
90% of Volume. Automate Candidates
10% of Volume. True Value-Add work
27
Case #3: Remove work with poor success
0100200300400500
01 02 03 04 05 06 07 08 09 10
2010
Volume
Volume ReceivedSuccessful Events
0%
5%
10%
15%
20%
01 02 03 04 05 06 07 08 09 10
Success Rate
Success Rate
28
Not Successful
Case #3: Remove work with poor success
Successful Event
Tool Run
Contacted Customer
Business Hours
Contract Type
A07 Error 2,902
Premium: 2,826 (98%)
Yes: 1,899 (67%)
Yes:505 (27%)
Yes:90 (18%)
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No:392, 78%
59
No:1,383 (73%)
95
No:910 (32%)
Yes:25 (3%)
7
No:797 (88%)
27
Blank:88 (10%)
1
Blank:17 (1%)
Enhanced:68 (2%)
31 252=
Not Successful 2,550
• Analyze instances of Successes and Failures
29
Remove Non-Value Add WorkDo we really need to do this?
• 3 Case Studies
Just because staff perform a task doesn’t mean it needs to be done!
Seek and Destroy NVA
30
Workforce SegmentationWhat are the benefits?
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Tiered Complexity, Tiered Workforce
• Severity 1 requests• Complex License Keys, Enterprise Agreements
Tier 1Basic Requests
Tier 2Simple Tasks
Tier 3Complex
Work
IncomingVolume
• Simple License Keys• Perform Legacy Customer Transition
• Send Templates, Status Requests • Check Sales Order, Re-Issue Keys
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0
2
4
6
8
10
12
14
16
18
20
0
500
1000
1500
2000
2500
3000
1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39
StaffBacklog
Week Number
Backlog(Work Outstanding)
Backlog Before
Backlog After
Staff
Before and After
33
Workforce SegmentationWhat are the benefits?
Use valuable resources wisely
34
Cultural IntegrationWhy does it matter?
35
3 Enabling EMC Growth
2 Shared Delivery
Trust – Built on Customers first touch experience with the CST Organization – team must demonstrate excellenceCommitment and consistency in getting the Customer to appropriate technical support team for remediationExecute with excellence – CST always validates with Customer that their needs are met effectively
Dedication to service internal stakeholders, and our EMC Customers across the EMC global portfolio. Every internal practice relies on the CST organization to enable their Customer service delivery
Build professionalism, technical aptitude and growth for the future , augmenting skills critical for this team to continuously evolve and deliver exceptional service
Guiding Principles for the CST Organization
1 TotalCustomer Experience
36
5 Steps to Success
EnvironmentCulture &
Environment
• Merging Cultures• Reward & Recognition
Enabling Innovation
• Interactive repository • Common Forum • Promote team success
Reach Out
• Network & Partnerships• Videoconferencing
Make it Happen
• Consistency• Consistency• Consistency
Communication
• Promote CST accomplishments to a worldwide audience
37
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Promoting the Organization• CST Forum is a great way to promote individual growth and
accomplishments within the organization!
39
Promoting the Organization• Winners of CSTs “Employee of the Month” award are also
posted to promote global recognition.
40
Global Staff Meetings
• Video Conferencing
• Global Sharing based on personal experience
• Bi-weekly
41
Cultural IntegrationWhy does it matter?
Create One Culture
42
Career Paths & Growth
43
Vision• Create an unforgettable first impression by
providing exceptional Customer Support Service
Career Building
Execution Create an organization of individuals with
exceptional, portable skill sets desired for anyfuture EMC Career
Identify career tracks based on current roles Align training with career growth interests for
individuals
44
Shift Lead
Senior CST VIC
CST I VIC
AST/CRU Specialist
VIC Track Technical Track
Licensing Specialist
LicensingTrack
CST II Web
CST I Web
Web Track
Contracts Track
T&M Specialist
Management Track
Manager
Supervisor
Senior Licensing Specialist
OperationsTrack
Project Coordinator
Sr Project Coordinator
BusinessAnalyst
Car
eer G
row
th
Technical Support
Contracts, Administration
Project ManagementE-Services Technical
Support
Inside SalesCareer Tracks
45
Career Paths & Growth
Look after your people - Set them up for growth
46
Recap & Conclusion
• Systems & Monitoring You need them
• Focused Communication SET Customer’s Expectations
• Time of Day Staffing The right people at the right time
• Non Value Added Work Seek and Destroy
• Workforce Segmentation Rapid Ramp-up
• Cultural Integration Create one culture
• Career Paths & Growth Grow your people
Optimization – You can do it!
47
Q & A
48
THANK YOU