A Global Approach to World-Class Service

DeliveryKevin PageWorldwide Process ManagerMentor Graphics Customer Support Division

Bernd MalkeCustomer Support Operations ManagerMentor Graphics Central Europe

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

A Global Approach to World-Class Service Delivery: Agenda

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 Vision

— To be the Support leader in solving our customers’ design problems anytime, anywhere, any task

Mission— 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

325+ Customer Applications Engineers worldwide

Rapid, Expert,Technical Support WorldWide

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

Mentor Graphics’ SCP History

03/046

991

99/002

00/013

01/023

02/035

YearBook:

Southern Europe

Western Europe

Europe Combined

Singapore

Taiwan

India

Japan

Central Europe

North America

03/046

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

SCP: a means- not an end in itself...

A framework for improvement— 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, world-wide

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

Working Globally

People

SystemsProcesses

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

Global Systems

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 Call Handling Knowledge Management Customer Listening

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

People working in a Global Team

SkillsBank Performance Reviews: APR Training and Development

— CSDUniversity— Team Building— Soft Skills

Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

Impact on Support Teams Survey process

— Quality: support engineers are taking more care with every case.— Ownership: More identification with the case and no closures without dealing with it.

Service delivery process— Formalization of this process- everyone knows what to do. — By knowing what to do and how people are more productive.

Performance Metrics— More visibility of support operation performance.— Helpful information for planning, review and performance management .

Training and people programs— 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

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

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?