Let’s Break New Ground Together. Operational Excellence Simplifying Operations Lorna Darley, Jim Wilson & Gerry Scollan & Teresa Zwarg - Comparex Operational Excellence Microsoft | EMEA Channel Partner Conference 2014 Big Picture Operational Excellence We’ve heard your feedback: Business Relationship “If we have Communicat a query that MS it ionsneeds to be escalated withinVariable Quality Programs “Difficult determine which avenue to address queries to…” takes tootolong for a resolution” “There are cases when we are send to find the information somewhere else LSS etc). I think we processed should receive a clear “Often orders for(local OLS and Azure are not correctly Readiness response and rules for are our veryquestions.…” unclear…” Variable Quality ChallengingESA Fees engagement Invoices Turnaround Time “Now, we should use about 10 different webtools to make Product Returns businessQuery with Microsoft. Every tool has differentDownload login system, “Explore.MS: - not user friendly, cluttered, bad performance Manage different database…” information are not easy to find…” Credit “CLT responses are hit and miss.Transaction Standard non-complex queriesServices Accuracycomplex queries always are generally fine. However, the more Support lack andanswer information…” inefficiencies “Thedetail detailed to a request is usually received after Systems & Tools Online Services Channel Incentives Accuracy and speed Rebates repeatedly asking the question.…” OAM Service Fulfilment Credit Adjustments Microsoft | EMEA Channel Partner Conference 2014 Let’s Break New Ground Together in… Quality in a complex environment Complex Query Management EA Contracting Simplification Operational Excellence Variable Quality Accuracy and speed Challenging engagement Variable Quality Accuracy and speed Support inefficiencies Support inefficiencies Microsoft | EMEA Channel Partner Conference 2014 Quality in a complex environment | Current Situation Operational Excellence Variable Quality Accuracy and speed Simplicity and quality are tied Improvement opportunities exist throughout the process Microsoft | EMEA Channel Partner Conference 2014 Quality in a complex environment | Key Learnings & Implications Operational Excellence Quality inbound • Pre-Validation • Pre-Entry Variable Quality Accuracy and speed Quality outbound • Agent Training and Certification • Quality Dashboard • Validation Matrix – simplify rules and ‘non-negotiable’ Microsoft | EMEA Channel Partner Conference 2014 Quality in a complex environment | Next Steps & Key Actions To Be Operational Excellence Taken Variable Quality Quality inbound • All Partners Utilize Pre-Validation Service • 50 % of All Pre-Validations pre-entered • Pre-Entry expanded to include VLSC Quality outbound • Customer Re-signs • 2 Days given back per year • 20 days given back per year <2% • First Pass Yield >92% • Reduce credits for EOC errors by 30% Accuracy and speed March FY 14 June FY 14 Aug FY 15 June FY 14 June FY 14 June FY 14 Microsoft | EMEA Channel Partner Conference 2014 Complex Query Management | Current SituationOperational Excellence Challenging engagement Variable Quality Support inefficiencies P&F OPERATIONS PartnerSource GetHelp Partner CLT Email CAP tool Live Chat 23.86 900 11.38 17 49+ 12hrs Microsoft | EMEA Channel Partner Conference 2014 Complex Query Management | Key Learnings & Implications Operational Excellence Challenging engagement Variable Quality Support inefficiencies Microsoft | EMEA Channel Partner Conference 2014 Complex Query Management | Next Steps & Key Actions To Be Taken Operational Excellence Challenging engagement Desired Outcome Activity Variable Quality Support inefficiencies Milestone First-time query resolution Pilot for EA within UK Jan-Jun FY 14 Quality & complete answers Agent customer care training Jun FY14 Improved self-help options Self-help query tracking Feb FY14 Single Entry point On-going re-design of Access Strategy Pilots Learning FY14 – FY15 & beyond Self-service options Release of self-service for • Contact Changes • Status Updates August FY15 Microsoft | EMEA Channel Partner Conference 2014 EA Contracting Simplification Its Complex Operational Excellence Competitive Landscape Today VLA Deal Desk Pre-Val EA SPOC Customer BDSG Microsoft | EMEA Channel Partner Conference 2014 EA Contracting Simplification Operational Excellence The Future Desired Outcome Deal Assessment Contract Optimisation Quoting PreValidation + Activity Milestone Consolidate Contract Management Pilot for EA within WECA & Netherlands Jan-Jun FY 14 Single Entry point On-going redesign FY14 – FY15 & beyond Microsoft | EMEA Channel Partner Conference 2014 Summary | Where Are We Going? Operational Excellence Quality From...Variable experience To...Predictable High Quality Query Management From...Stealing your time with multiple answers To...Respecting your time with right first-time answers EA Contracts Process From...Complex To...Simple Microsoft | EMEA Channel Partner Conference 2014 Operational Excellence Thank you. © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentations. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT CONFIDENTIAL – FOR PARTNER USE ONLY. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. Microsoft | EMEA Channel Partner Conference 2014