Leadership Impact

Slide1EMC CONFIDENTIAL—INTERNAL USE ONLY

Cite at least one example of when your leadership had an impact on or changed a certain situation, and justify how the IE-SMU MBA Degree programme would help you to strengthen or improve this competence.

Leadership Impact:

Large Corporations having global presence often find extremely challenging to run operations which involve processes managed by people working in different countries and especially in different time-zones. Asia-Pacific region is one such example, where from ANZ to India the business is run in more than five time zones. While working at EMC, I was part of a team which was spread across APJ region and few processes involved working with teammates in different time zones and with employees who were not part of the team as to complete the process in fixed SLA. This required extensive knowledge of contacts within organization, largely by all the teammates. In such scenario, I lead the project of consolidating contacts information into a database and managed it in online repository (eRoom) so that it remains at everyone’s disposal at any given moment. This facilitated smooth operations of the Sales processes.

IE-SMU contribution:

Exposure from an M.B.A. program will help me gain insights of complexities that large businesses face in different geographies. How the business is done involving different teams present in different regions and keeping the operational cost optimized at the same time is one such case-study scenario. I hope to see this and many other complex scenarios in my learning from a truly global M.B.A. program of IE-SMU.

2EMC CONFIDENTIAL—INTERNAL USE ONLY

Lean Six Sigma ProjectImplementation of Process for tracking Partner-CAM mapping for APJ

EMC APJ Partner Support CenterProject Lead: Ashish JainJune 24, 2008


AGENDA

One-Pager Summary

Project Contract recap– Problem statement– Goal– Scope– Team

Root Cause Solution Analysis

Process change

Improvement actions

Before-After Improvement Analysis

APJ Partner CAM Mapping

Control Plan


Project Summary

Six Sigma Team:Yellow Belt:

I

Dates: Phase Project

Start 05/28/08

End 06/27/08

Prepared as of: 06/27/08

D M A C R

Sponsors:

Ashish Jain

MK, WeeChong and Dave

• Problem statement: – Non-existence of tracking process for mapping

Channel partners to Account managers for APJ region, thereby partner-CAM information is available to its own GEO.

• Goal: – To reduce the average of non-available information of

Partner-CAM records from more than 80% to less than 5%

• Project Results: Closed– APJ Partner CAM Mapping is created in PSC-APJ

eRoom– Tracking process is formulated for updating and

validation of Mapping– Improvement of SLA of PSC processes

• Lessons Learned:– Process owner and process Team members need to

timely run the process and update the Mapping after validation through regional CAMs


Project Contract Recap

Problem statement– Non-existence of tracking process for mapping Channel partners to Account

managers for APJ region, thereby partner-CAM information is available to its own GEO.

Goal– To reduce the average of non-available information of Partner-CAM records

from more than 80% to less than 5%

Scope– Start point: Request requires Partner-CAM information– End point: Request Processing with CAM is completed – Focused Geo and partner: APJ and All partners

Team members– Core: Transaction Team, Quote Support Team – Extended: Daniel– Sponsors: MK, WeeChong, Dave

Define Measure Analyze Improve Control Realize


Root Cause Analysis

Possible Waste/Problem Identified

Possible Root Cause Possible Improvement Idea/Solution

Time lag in Processing Request CAM contact information unavailable

Extract the contact from the Matrix

CAM contact information available but not verified

The contact info derived from the Matrix is updated every two weeks

Re-occurrence of process cycle due to incorrect data

Process owner regularly verifies the CAM – partner mapping data

Lack of availability of system Each request processing is limited to a certain Geo. No centralized system.

Centralized repository of all partner contacts and their respective CAMs

More Resources Involved Unavailability of information to All members results in high TCO

Information is collected from the Centralized database by member processing the request.


PSC Processing Partner Request: As-is

PSC Rep requires information of CAM for completing certain process

START

PSC Rep. seeks CAM Info.

Request Complete

STOP

PSC Rep. knows CAM?

N

YPSC Rep. processes the Request with CAM data

PSC Rep. in same GEO orPSC Rep. in different GEO


PSC Processing Partner Request: To be

START

PSC Rep. seeks CAM info. from APJ Partner CAM

Mapping

Request Complete

STOP

PSC Rep. knows CAM?

N

Y

PSC Rep. processes the request with CAM data

PSC Rep requires information of CAM for completing certain process

APJ Partner CAM Mapping(eRoom)

Validation and Updating by Tracking Process


Creation of Central repository for all partner contacts and their respective CAMs

Partner-CAM mapping exposed to PSC Rep. is for all GEOs

Formulate a Tracking system to keep the information updated

Implement the tracking system process to incorporate data changes timely

Improvement ActionsDefine Measure Analyze Improve Control Realize



% of Unavailable Partner-CAM records with a GEO

% of Available Partner-CAM records with a GEO




AVG. % of Unavailable Partner-CAM records with a GEO (Change occurring in mapping)

% of Available Partner-CAM records with a GEO(APJ Partner-CAM mapping accessible in eRoom)





http://smeroom03.corp.emc.com/eRoom/slsapjkjapan/EMCAPJPartnerSupportCenter/0_4343





Control Plans

• Process Owner describes the PSC Team on how to update the records and utilize the tracking process

Process Owner – AshishProcess Announcement • PSC-APJ Team

• PSC Team can update the records .• Process Owner validates records of each GEO updated by PSC Team in the database.• This is reviewed on a monthly basis.

Process Owner – AshishMapping Records of APJ• APJ Partner CAM Mapping

How & When?Who?What?



Benefits Achieved

Intangible benefits Better Control of PSC Processes owing to instant availability of CAM

data

Reduction in time consumption of PSC Rep. and removed dependency on other PSC Reps in completing PSC process

Partner-CAM knowledge enhancement of entire PSC Team for other GEO owing to location of Mapping in eRoom

Partner accessibility is improved with inclusion of Partner contact data

PSC is in better reach with CAMs owing to inclusion of Email and Phone

Partner-CAM data can be shared with other EMC Teams


Leadership & Management

Leadership Impact