Managing Performance
Improvement Across a Region
The Only 5 STAR Support in EDA
Gopinath Amargol
Channel Support Manager
Customer Support Division
Mentor Graphics
Managing Performance Improvement
Across a Region
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Support Introduction
Support Value
Where were we?
Global/Regional Integration
Results and Benefits Worldwide
What next?
Questions?
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Managing Performance Improvement
Across a Region
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Support Introduction
Support Value
Where were we?
Global/Regional Integration
Results and Benefits Worldwide
What next?
Questions?
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Worldwide Support Centers
Mentor Graphics Wilsonville, Oregon U.S.A. Headquarters
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300,000 square feet of office & lab space
3,800 employees worldwide
300+ support professionals worldwide
State-of-the-art global tracking system
Multi-point communication on your issues
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Mentor Graphics- A leader in the EDA industry
 The Electronic Design Automation
industry provides the design software
used to create all of the world’s
electronic systems.
 It is time-critical technology
used to design the most complex
system-on-chip semiconductors
& printed circuit boards.
 Mentor Graphics has been an
EDA industry leader for two decades
with annual revenues over
$750 million.
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Tom Floodeen, VP, GM CSD
CSD Vision, Mission
Vision: To be the
services leader in solving our
customers’ design problems
anytime, anywhere, any task.
Mission: Eliminating the barriers
between our customers and our
technology
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Responsive, Expert Technical Support
North America:
•Oregon Corporate HQ
•Alabama
•California
•Canada
•Colorado
•Massachusetts
•Texas
Europe:
•Egypt
•Italy
•France
•Netherlands
•Finland
•Spain
•Germany •Sweden
•Israel
•Switzerland
•United Kingdom
Pac Rim:
•Beijing
•Bangalore
•Hyderabad
•NOIDA
•Seoul
•Shanghai
•Singapore
•Taipei
•Hsinchu
Japan:
•Nagoya
•Osaka
•Tokyo
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Managing Performance Improvement
Across a Region
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Support Introduction
Support Value
The Past?
Global/Regional Integration
Results and Benefits Worldwide
What next?
Questions
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Support Value
A Support Contract From Mentor Graphics Delivers
The only 5 STAR Support in EDA
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High-quality enhancements
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Regular update releases
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Timely communication about updates
Easy, flexible access to online services
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SupportNet (www.mentor.com/supportnet)
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KnowledgeBase with thousands of solutions
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SupportPro technical newsletter
Responsive, expert technical support
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Global presence
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Award-winning support
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Enhancement Releases
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High-quality enhancements
to improve functionality,
and maintain operating
system compatibility
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Frequent updates to keep
technology current
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Regular transitions to
protect your investment
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Online downloads of
patches, service packs,
latest releases.
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Managing Performance Improvement
Across a Region
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Support Introduction
Support Value
Where were we?
Global/Regional Integration
Results and Benefits Worldwide
What next?
Questions
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Evolution of Mentor Support: 1983
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Support at Mentor:
3 support engineers
— Dial telephones
— Paper tracking forms
— Apollo workstations with
Aegis operating systems
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Evolution of Mentor Support: 1993
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Support at Mentor:
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187 Support Engineers
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Reactive support (answer the phones)
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Separate systems in separate regions
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Hardcopy Customer Support Bulletin
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Minimal Electronic Services:
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Modem support line
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SupportNet E-mail
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
1993 Support Delivery
Timely initial contact
Customer requests
assistance
DirectConnect
Coordinator
If you called us, we provided assistance;
If we were on the phone with someone else,
you had to wait.
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Customer Support
Engineer
1993 - Electronic Access
•SupportNet - Email
– Open and review call logs
– Query TechNotes
– 3500 users
•SupportNet - Web
– Retrieve patches, SupportBulletins, Application Notes
– Transfer design data
– 497 users
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Evolution of Mentor Support:
Mid 90s - Focus on Faster
Response & Resolution
8
6
4
2
0
Q195
Average
Goal
Resolution Time in Days
Q395
Q196
Q396
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Systems
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NA and EU
—
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Japan
—
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NIL
PacRim
—
—
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SCOPUS
Singapore – In-house systems
Others – NIL
Distributors
—
NIL
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Managing Performance Improvement
Across a Region
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Support Introduction
Support Value
Where were we?
Global/Regional Integration
Results and Benefits Worldwide
What next?
Questions?
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Global/Regional Integration
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Process
People & Skills
Knowledge Management
SCP / Standards & Certification
Systems
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Working Globally
PROCESS
SYSTEMS
PEOPLE
SKILLS
SCP/Std.
KNOWLEDGE
MANAGEMENT
TRAINING
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Global Processes
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Call Handling
Knowledge Management
Customer Listening
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Customer Listening Program:
Measuring Results
• Incident Survey
SupportNet Survey
• Satisfaction Survey
• 3,200+ Responses - June
• SupportNet Survey
• 75% Success Rate Across
All Uses of SupportNet
• SupportNet
Feedback Form
• Focus Groups
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Customer Listening Program:
Measuring Results
We ask for your feedback so we know where to focus
Support Center Incident Survey
for Service Requests
• 4,000+ Responses in Past Year
• Scale of 1 to 7
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
People working in a Global Team
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SkillsBank
Performance Reviews: APR
Training and Development
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CSDUniversity
Team Building
Soft Skills
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Knowledge Management
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Explicit Knowledge
Tacit Knowledge
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Elements of Knowledge Management
1. Find Knowledge
2. Capture Knowledge
3. Document Knowledge
4. Edit Knowledge
5. Authorise/Approve Knowledge
6. Publish Knowledge
7. Reuse Knowledge
8. Archive Knowledge
Knowledge Management Life Cycle
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Benefits of Knowledge Management
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Available online – all time, all users
No reinventing the wheel
Resource reallocation
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Challenges to Knowledge Management
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Re-Use
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Re-usage
Metrics
Archiving
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
SYSTEMS
For the Past 6 Years:
Investments in Support Systems
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Over $4M invested
Global Service Request Tracking (Siebel)
— KnowledgeBase (Primus-ATG)
— Defect Management (ClearQuest)
— Search Engine (Inquira)
— Call Routing (ACD Telephones)
— Reseller Access (Partner Portal)
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Comprehensive Online Services
www.mentor.com/supportnet
With SupportNet You Can:
 Search KnowledgeBase
 Download releases &
patches
 Manage Your Support
 Open service requests
 Manage email profile
 Customize SupportPro
 Access license files
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Need: Technical Question
I don’t know how to add a delay formula
to a virtual pin, and I can’t reach my AE.
Help!
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
SupportNet
Feature
• All your
users can
register for
SupportNet
• Short
tutorial
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
SupportNet
Feature
• Select your
product
• Ask your
question
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
SupportNet
Feature
•Search for
answers
•Searches
include
documentation
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Need: Download Software
Where can I get the latest Calibre
Release? It has new functionality I
need.
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
SupportNet
Feature
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Weekly SupportPro
Technical Newsletter:
Announces Releases
Release TechNote
Solution TechNote
Patch TechNote
AppNote
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Need: Documentation
You don’t ship manuals. How do I get
the User’s Guide for Board Station RE?
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
SupportNet
Feature
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Need: Escalation
What’s going on with the issue I reported
last week? Can I get status on it?
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
SupportNet
Feature
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Need: Open Service Request
Your SupportCenter’s closed, and I
want to report a problem.
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
SupportNet
Feature
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
SupportNet
Feature
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Need: Authorization Codes
My system crashed and it’s the middle
of the night. How do I get my license
file?
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
SupportNet
Feature
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Need: Training
I need to learn more about System
Verilog methodology. Any ideas where I
can get training?
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
SupportNet
Feature
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
SupportNet
Feature
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Current Focus
Proactive Support
“Why didn’t you tell me I could find my answer online
myself”
Your support needs are
met without having to contact us a high
percent of the time
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Current Focus
SupportNet
Proactive Support
Your support
needs are met
without having to
contact us a high
percent of the
time
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Mentor Graphics’ SCP History
Japan
India
Taiwan
Singapore
Europe
Combined
Southern
Europe
Central
Europe
Western
Europe
North
America
Year
Book:
99
1
99/00
2
00/01
3
01/02
3
02/03
5
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03/04 03/04
6
6
SCP: a means- not an end in itself...
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A framework for improvement
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—
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Share best practices between regions and sites
Compare with, and learn from, the best in the
industry
A tool to develop “plug and play”
processes, systems for consistent worldclass support, world-wide
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Impact on Support Teams
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Survey process
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Service delivery process
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—
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Formalization of this process- everyone knows what to do.
By knowing what to do and how people are more productive.
Performance Metrics
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Quality: support engineers are taking more care with every case.
Ownership: More identification with the case and no closures without dealing with it.
More visibility of support operation performance.
Helpful information for planning, review and performance management .
Training and people programs
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Orientation program and formalized training programs- new support engineers are
up to speed faster.
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Excellent Processes
1993 (1st award)
1996 (2nd award)
1999 (3rd award)
2000 (4th award)
2001 (5th award)
Lifetime Achievement & Hall of Fame
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Today - Globally
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NA, EU, Japan, and PR
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Single Global Processes and Systems
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Distributors
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GTS, Knowledgebase
Partner Portal, Knowledgebase
Customers
—
SupportNet
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Today - Locally
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Local Language Support
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Introducing…Chinese SupportNet
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Register for SupportNet
Go to home page at www.mentor.com/supportnet
Click on link
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Basic solutions to
real-world
problems were
covered step-bystep.
Logging in.
SupportNet is a
secure site.
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
CONGRATULATIONS!
MGC Achieves Global Certification
Consolidated Audit Score / Benchmark Score = 112.43
SCP Certification Index
Benchmark of SCP Certified centers
Center
Scores
SCP
Mean
1.0 Customer Feedback
121.30
111.1
2.0 Service Delivery Processes
116.60
117.4
3.0 Performance Metrics
53.50
115.4
4.0 Training Programs
111.63
119.2
5.0 People Programs
125.92
124.9
6.0 Corporate Commitment & Strategy
128.91
127.6
7.0 Productivity Tools
127.31
114.2
8.0 Electronic Service Delivery
144.03
104.5
9.0 Total Quality Management
65.33
106.1
10.0 Research & Development Interface
113.97
114.0
11.0 Sales and Services Interface
121.31
112.43
112.4
115.38
This Support Center Scores < SCP Standard and Benchmark
This Support Center
#
Category Name
This Support Center Scores > SCP Standard and Benchmark
SCP Community Benchmark
60
60
70
80
90
100
110
120
130
140
150
Managing Performance Improvement
Across a Region
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Support Introduction
Support Value
The Past?
Global/Regional Integration
Results and Benefits Worldwide
What next?
Questions?
61
Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Benefits World-wide
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Higher Customer Satisfaction
Better Employee Satisfaction
Lower Cost/Reduced Risk with new
Support Sites
Higher Revenue
More Productive, better Quality Support
Recognition in the EDA Industry
Improved recognition & credibility of
Support within Mentor
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Current Focus
Product Quality
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Favorable overall 4-year trending
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Focus more on product quality improvements
'02
'03
'04
'05
Gaps:
smaller
is better
2
1.5
1
0.5
al
ue
of
V
om
m
of
A
om
m
C
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Source: ’02-’05 Sat Surveys
C
va
ila
bi
lit
y
om
m
C
ef
ec
t
R
ef
ec
t
Pa
tc
D
es
ol
ut
io
n
ua
li t
y
Q
Q
e
pd
at
U
h
D
O
'A
ll
P
ro
d
Q
ua
li t
y
ua
li t
y
0
Response & Resolution Time
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Response time
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The total time it takes for you to reach a Customer Applications Engineer (CAE)
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We want to connect you to a qualified CAE as soon as possible
—
If a CAE is not available, you will hear back from us within two hours
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GOAL: 2 Hours
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2004 median response time worldwide: 4.2 minutes
Resolution time
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The total time it takes to resolve a support issue to your satisfaction
Answering usage questions, providing workarounds, filing a defect reports
Complexity of our tools varies greatly
No universal resolution standard
—
2004 median resolution time worldwide: 1.64 days
—
—
—
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Managing Performance Improvement
Across a Region
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Support Introduction
Mentor Graphics Customer Support
Overview
How we’ve used SCP to build WorldClass Support World-wide
Results and Benefits Worldwide
What next?
Questions
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
2010: Future Focus
Evolution versus Revolution:
The right level of support at the right time.
The only 5 STAR Support in EDA.
www.mentor.com/supportnet
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
The Future
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Further Expansion in Asia
Continuous Improvements World-wide
Drive SCP Standards Forward
Capture Knowledge from Customers
Drive SCP Standards for Distributors
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Managing Performance Improvement
Across a Region
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Support Introduction
Mentor Graphics Customer Support
Overview
How we’ve used SCP to build WorldClass Support World-wide
Results and Benefits Worldwide
What next?
Questions
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006
Questions?
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Gopi Amargol - Managing Performance Improvement Across a Region - Sydney 2006