A Global Approach to
World-Class Service
Delivery
Kevin Page
Worldwide Process Manager
Mentor Graphics Customer Support Division
Bernd Malke
Customer Support Operations Manager
Mentor Graphics Central Europe
A Global Approach to World-Class
Service Delivery: Agenda
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Mentor Graphics Customer Support Overview
How we’ve used SCP to build World-Class Support
World-wide
Results and Benefits Worldwide
What next?
Questions
Kevin Page: A Global Approach to World-Class Service Delivery, October 2004
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
$600 million.
Kevin Page: A Global Approach to World-Class Service Delivery, October 2004
Mentor Graphics Customer Support
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Vision
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Mission
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To be the Support leader in solving
our customers’ design problems
anytime, anywhere, any task
Eliminate the barriers between our
customers and our technology
Establish Support as a competitive
differentiator for Mentor Graphics
The only 5 STAR support in EDA
Kevin Page: A Global Approach to World-Class Service Delivery, October 2004
Rapid, Expert,Technical Support
WorldWide
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325+ Customer Applications Engineers worldwide
Kevin Page: A Global Approach to World-Class Service Delivery, October 2004
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
Kevin Page: A Global Approach to World-Class Service Delivery, October 2004
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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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 world-class support, worldwide
Kevin Page: A Global Approach to World-Class Service Delivery, October 2004
Working Globally
People
Processes
Systems
Kevin Page: A Global Approach to World-Class Service Delivery, October 2004
Global Systems
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Global Tracking System (Siebel)
Knowledge Capture (Primus)
Tracking Feedback & Follow-up (Feedback Tracker)
Kevin Page: A Global Approach to World-Class Service Delivery, October 2004
Global Processes
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Call Handling
Knowledge Management
Customer Listening
Kevin Page: A Global Approach to World-Class Service Delivery, October 2004
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
Kevin Page: A Global Approach to World-Class Service Delivery, October 2004
Impact on Support Teams
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Survey process
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Service delivery process
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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.
Kevin Page: A Global Approach to World-Class Service Delivery, October 2004
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
Kevin Page: A Global Approach to World-Class Service Delivery, October 2004
The Future
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Further Expansion in Asia
Continuous Improvements World-wide
Drive SCP Standards Forward
Kevin Page: A Global Approach to World-Class Service Delivery, October 2004
Questions?
Kevin Page: A Global Approach to World-Class Service Delivery, October 2004