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