failing to plan is planning to fail best practices in technology support

Failing to Plan is Planning to FailFailing to Plan is Planning to Fail

Best Practices in Technology SupportService Strategies - Certification Showcase

Bob Galley – Senior Director, Customer SupportNovember 9, 2005

Best Practices in Technology Support - November 9, 2005 Bob Galley - Software AG, Inc.


A Plan Is…

Not For:IgnoringLocking Up In A File Cabinet Planning Experts

Is For: Us!Achievement Of Strategic Objectives Guidance

A Living Document That Needs To Shuck And Jive But, Tough To Get Our Arms Around


How Many of You Have … ?

Strategic Planning Responsibility Project Management / Leadership

Responsibility Project Task / Execution Responsibility Project Reporting Responsibility No Project Responsibility Project Irresponsibility


1983 1997 2000

1969 Company founded

1969 2002

2002SSPA STAR Hall of Fame Award: Five years of Customer Support Excellence

“Company to Watch”(Intelligent Enterprise Magazine)

2004

2004Integration SolutionPackages

1999

1999IPO –Frankfurt Stock

Exchange

1979

1979FirstMainframe4GL

1971

1971 FirstMainframeDatabasedeveloped byPeter Schnell

1998

1998IntroducedFirst XMLServer

1991

1991First ServiceBroker forDistributedApplications

2003

2003 Winner of 14Readers Choice Awards (XML / WebServices Journal)

100-Honoree(CIO Magazine)

1985

1985 First Platform IndependentLanguage

2005

2005 Revenue increases 6%

SCP Support Certification achieved for 7th year in a row

2001

2001FirstDatabase toutilize IBM’s 64 bit Virtual StorageArchitecturefor Mainframe

“Global Market Leader for XML Servers” (IDC)

Software AG: 36 Years Heritage of Technology Leadership


3,000 Mission-Critical Customers Worldwide

Media & Telecommunications

Retail & Manufacturing

Public Institutions

Transport & Logistics

Finance

http://www.basf.de/de/

http://www.jpmorganchase.com/pages/jpmc


Tie Together:Customer NeedsResourcesBudget Initiatives: Company, Support Interlock within / across organizations, partnersProjectsKey Performance Indicators: Targets/ActualsAccountabilityMotivationRewardCompetition

Why a Plan?


Software AG Customer Support Planning Process


Software AG Customer Support:Competitive Differentiators

Rock-Solid Mission Critical Customer Support History

Interlock Across Software AG Sales, Services, R&D Teams

Robust Web Knowledgebase & Self-Support Process

24x7 Live Consultation With Product Experts

Industry-Leading Responsiveness, Status, Resolution Rates

In-Depth Problem Research, Replication, Testing

Full-Time Customer Escalation / Crisis / Support Issue Managers

Premium Technical Acct Manager Support with Priority Handling & Proactive Services

Seven Years of Support Industry Best Practices Audit / Certification

Five Support Industry Awards for High Quality

Customer Satisfaction Goaled and Driven

Direct, Ongoing Dialog with SAGGroup Executive Committee


What Feeds The Plan: Support Business Drivers

Company Initiatives / Directives Industry Initiatives Support Initiatives Customer Surveys Employee Surveys Key Performance Indicators Technology Requirements / Plan Training Requirements Product Release Plans Staffing Plans Support Model Process Needs P&L Dynamics

And of course…

SCP Audit Report

SCP Certification Index# Category Name

1.0 Customer Feedback 142.03 107.8

2.0 Service Delivery Processes 133.13 115.8

3.0 Performance Metrics 131.57 106.4

4.0 Training Programs 115.67 118.8

5.0 People Programs 138.50 121.8

6.0 Corporate Commitment & Strategy 121.00 123.1

7.0 Productivity Tools 141.00 113.4

8.0 Electronic Service Delivery 135.53 102.6

9.0 Total Quality Management 98.00 107.9

10.0 Research & Development Interface 111.80 112.6

11.0 Sales and Services Interface 133.27 110.8131.59 112.66

This Support Center Scores > SCP Standard and Benchmark This Support Center Scores < SCP Standard and BenchmarkSCP Community Benchmark This Support Center

SCP Mean

Center Scores

Benchmark of SCP Certified centers60 70 80 90 100 110 120 130 140 150


Planning Components

Key Strategies Actionable Initiatives & Projects Three Year Plan

Current Year Project PlanNext Year PlanThird Year Plan

Continuous Plan Review, ModsAnnual Monthly

CorporateCorporateCommitment &Commitment &

StrategyStrategy

CustomerCustomerFeedbackFeedback

ServiceServiceDeliveryDelivery

ProcessesProcesses

PerformancePerformanceMetricsMetrics

TrainingTrainingProgramsPrograms

PeoplePeopleProgramsPrograms ProductivityProductivity

ToolsTools

ElectronicElectronicServiceServiceDeliveryDelivery

Total QualityTotal QualityManagementManagement

R&DR&DInterfaceInterface

Sales &Sales &ServicesServicesInterfaceInterface


Continuous Planning Cycle

BusinessDrivers

Strategies

ProjectsAnnual PlanUpdate

Current YearNext YearThird Year

Monthly Plan Review, Mods

Release PlansP&L Dynamics

Industry InitiativesCustomer Surveys

Employee SurveysTechnology Plan

SCP Audit Report

ResourcesBudget

KPIsCompetition

Customers

Key Strategies Actionable Initiatives & Projects Three Year Plan

Current Year Project Plan Next Year Plan Third Year Plan

Continuous Planning Process Annual Monthly

Annual IndividualPerformance Evaluation


Key Strategies – Boil Down The Business Drivers

Key Strategies

Resources Budget Initiatives Interlock Projects KPIs Accountability Motivation Reward Competition Customers

Industry Initiatives Customer Surveys Employee Surveys Technology Plan Training Requirements Product Release Plans Staffing Plans Support Model Process Needs P&L Dynamics SCP Audit Report


Key Strategies – Build Focus

Ownership Accountability Visibility Communication

BusinessDrivers

Strategies

Examples Employees as Assets Self Service Content Management Corporate Strategies Operations Workload Optimization


Build Actionable Projects / Initiatives

Importance Ownership Resources Description Business Need / Justification Requirements Timeframe / Schedule

Strategies

Projects


Build Current Year Plan

Finalize Ownership Priority Schedule Resource Definition Project Management System

Coordinate with Business Owners: Sales, Professional Services … Resource Owners Service Providers: IT, Marketing, Product Mgmt, Engineering …

Report to Executives Support Team Projects

Current Year Plan

Current Business

DriversAnnual Plan Update


Build Year Two & Three Plans

Long-Term View Strategic, Directional Focus

IndustryCompanySupport

Two Year PlanStrategies, Initiatives

Third Year PlanStrategies, Directions

Current Year PlanYear Two Plan

Year Three PlanCurrent Business Drivers

Annual Plan Update


Annual Planning Events

Six Month Checkpoint - July Review Business Plans / Initiatives / Conditions / Results Update Current Year Plan - Projects Update Next Year Plan – Initiatives

Annual Planning Retreat – November Key Strategies Actionable Projects Current Year Plan – Finalize This Year’s Current Year Plan – Build Next Year’s From Next Year Plan Build Next Year and Third Year Plans

End of Year Planning Sessions Review Operational Results Set Targets / KPIs Finalize Ownership, Priorities, Schedule, Communication

Current Year Plan (This Year)

Current Year Plan (Next Year)Year Two PlanYear Three Plan Current Business Drivers

Annual Plan Update


Monthly Planning Review

Leadership Team Joint Review Initiative / Project Owners Deliver

• Project Control System Updates Prior to Meeting• Status & Outlook for each active Project• Brief Project Accomplishment Report

Joint Re-evaluation & Decision on Each Project• Direction, Scope, Priority, Schedule

1-1 Bi-Weekly Meetings: Manager & Sr. Director Monthly Project Review Accountability, Issue Mgmt, Schedule Mgmt

Current Year Plan Adjustments Whenever Needed Strategy Priority Scope Schedule

Current Year Plan

Current Business Drivers

Current Year Plan


Individual Performance Review

Individual AccountabilityManager Ownership: Initiatives & Projects

• Tasks Can be DelegatedProject Completion with DeliverablesDefined Objectives MetOn Top of Their Day Jobs

360 Degree Review ProcessManager’s Team MembersManager’s PeersManager’s Self EvaluationManager’s Manager

Current Year Plan

Current Business Drivers

IndividualPerformance

Review


Continuous Planning Cycle

BusinessDrivers

Strategies

ProjectsAnnual Plan

UpdateCurrent Year

Next YearThird Year

Monthly Plan Review, Mods

Release PlansP&L Dynamics

Industry InitiativesCustomer Surveys

Employee SurveysTechnology Plan

SCP Audit Report

ResourcesBudget

KPIsCompetition

Customers

Annual IndividualPerformance Evaluation


Tips

Be Firm on Ownership & Accountability Be Flexible on Dates and Scope Whenever Possible Share, Share, Share

Objectives, Roadblocks, Issues, Solutions Celebrate, Celebrate, Celebrate

Completions, Accomplishments Communicate, Communicate, Communicate

Results, Benefits

failing to plan is planning to fail best practices in technology support

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