Crisis Management
EMC Symmetrix Technical Support
John Sarro
Christopher Grondin
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Agenda
EMC Overview
–
EMC Support Model
–
–
Mission Critical Support
Behind a System Phone Home
Crisis Management Process
–
–
–
Product offerings
Criteria
Goal of Crisis Mgmt.
Standard Operating Procedure
Summary
Q&A
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EMC Overview
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EMC Support Model
Committed to quality service wherever and whenever needed
Cork, Ireland
Hopkinton, MA
Tokyo, Japan
Sydney,
Australia
Global Support Centers
©
© 2003
2005 EMC
EMC Corporation.
Corporation. All
All rights
rights reserved.
reserved.
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4
Mission Critical Support
Remote Support for mission-critical data storage systems
Average recovery time for an issue = 15 minutes
Average monetary downtown calculation
– $10,000+ lost revenue per minute downtime
Data Loss / Data Unavailable
– Hospitals and Health Care Facilities
• Health Records unavailable or lost
• Can result in a patient having to go through a second liver biopsy
– Financial Institutions
• SEC violations
• Global Trading unavailable
– Airlines
• Flight schedules disrupted or cancelled
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Behind a System Phone-home
Customer Support Center
4
Problem Escalation
Solutions
Support Center
PSE Lab
(HW Support)
2
3
EMC
Customer
Support
Center
Technicians
Dial-in
Engineering
4
Local Expertise
1
Call Home
or customer
call
Customer
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Site Visit
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Customer Engineer
& Reg. Tech.
Specialist
6
Crisis Management Process Detail
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Crisis Management Process - Criteria
Multiple Corporate Groups Involved
Elongated Recovery Process Likely
Multiple Recovery Options Available
High Level Managerial Escalation Required
Escalation to Design Engineering Required
Customer Recovery Choices Necessary
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Crisis Management Process - Goal
Improve Quality of Support through:
–
–
–
–
–
Initiating timely escalation to Customers & EMC Field personnel
Providing actionable timelines for recovery
Having clearly communicated Action Plans
Recovery checkpoints – i.e. re-engaging Engineering
Performing Root Cause Analysis
Result: Improved Communication
–
–
–
–
–
Customer Choice
Developing Collaboration
Defined Ownership
Checkpoints
Timely resolution of issues, with high customer satisfaction
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Crisis Management Standard Operating Procedure
Site Specific
Procedures
Internal Escalation
External Escalation
1
2
3
• Unique operating guidelines
• Structured seating alignment
• Design Engineering
• Specific customer
requirements
• Streamlined tiered escalation
process
• Corporate Support
Management
Code Red
Recovery
Proceedings
Case Turnover
Process
4
5
6
• Notification to high level
management
• Provide all available
options to customer
• Seamless case
management
• Standardized information
fields for consistency
• Consistent checkpoints
with Engineering
• Continued
consistent support
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Crisis Management SOP Step 1
Non-Standard Operating Guidelines
Unique Customer Environment
Specific Customer Requirements
Site Specific
Procedures
1
• Unique operating guidelines
• Specific customer
requirements
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Crisis Management SOP Step 2
Structured Seating Assignments
Streamlined Tiered Technical Escalations
Top Technical Resource
Internal Escalation
2
• Structured seating alignment
• Streamlined tiered escalation
process
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Crisis Management SOP Step 3
Technical Escalation to Engineering
Automated Paging Process
Managerial Escalation to Corporate Support
Management
Notification to Field
External Escalation
3
• Design Engineering
• Corporate Support
Management
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Crisis Management SOP Step 4
High Level Management Notification
Automated Process
Consistent Data Points
Automatically Archived for Future Review
Consistent Updates and Resolution Notification
Code Red
4 1
• Notification to high level
management
• Standardized information
fields for consistency
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Crisis Management SOP Step 5
Provide all available options to Customer
Consistent checkpoints with Engineering
Customer chooses Recovery options and Action Plan
More accurate time estimates for Recovery
Recovery
Proceedings
5
• Provide all available
options to customer
• Consistent checkpoints
with Engineering
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Crisis Management SOP Step 6
Seamless Case Management
Continued, consistent Support
Follow the Sun
Core hours of responsibility
Allocation of proper skill set
Case Turnover
Process
6
• Seamless case
management
• Continued
consistent support
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Summary
Standardized consistent process
Scalable over time
Streamlined escalation process
Measurable archived information
Decreased problem resolution time
Improved Customer Service
Thank you for your time
Questions & Answers
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