implementing strategy to effectively run your service business · introduction teradata corporation...
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Implementing Strategy to Effectively Run Your Service Businessto Effectively Run Your Service Business
Tom StierleVP, Global Customer Service Operations, Teradata
Agendag
• Introduction
• Strategy and Implementation
• Examples – Architecture and Talent
• Closing/Questions
IntroductionTeradata CorporationTeradata Corporation
Company Overview• Founded in 1979, shipped first parallel relational
database to customers in 1984
• Leader in Gartner “Database Quadrant”
• 900+ customers, 2000+ EDW implementations
• $2.0B+ revenue per year
• Blue Chip customer base (Global 3000)
• Acquired by NCR in 1991, spun off in late 2007
Introduction Customer Services OverviewCustomer Services Overview
• Support Complex Data Warehouse Solutions> Close to 100,000 electronic & customer service requests, q> Thousands more proactive & change activities> Support DB, HW, multiple OS, applications, third party products
• Offer Portfolio> Availability Management Service Offers> Point Service Offer Solutions
• Technical Talent750 T h i l S t A i t> 750+ Technical Support Associates
> Average years of experience, 15 years
• Global Service Model> Proactive Change Reactive Support Activities> Proactive, Change, Reactive Support Activities> Regional Centers & On-Site Technical Support> Multi-tier Technical Staff with High Touch Service
• Customers> Thousands of Business Critical Customers that are Diverse & Demanding> Small customers with Point Solutions> Active Enterprise Intelligence Customers with Availability Targets
StrategyBasic Definitions and Balanced Business ScorecardBasic Definitions and Balanced Business Scorecard
•Objectives: Measurement “quantifiable and time stamped” j q p
•Strategy: Statement of direction to achieve objective
•Tactics: Actions to be taken to achieve strategy
Balanced Business Scorecard
Business Customers &
Balanced Business Scorecard Best Practice –
Harvard School of Business
BusinessProcesses
Customers & Suppliers
Strategy
Financial Learning & Growth
Strategy and ImplementationHow we do itHow we do it
Service Offers/Portfolio Service Management Process
>Backup Archive and Restore Implementation
>BAR Optimization>Disaster Recovery
Consulting
>System Installation
>Deployment/Relocation
>Environmental Assessment
>Secure Support>Hot Standby Node>Fallback>Large Cliques>Disk Scrubbing
>Data Archive>Active/Active>Active/Standby>Disaster Recovery>Hosted Site>Test/DevelopmentAvailability
>Backup Archive and Restore Implementation
>BAR Optimization>Disaster Recovery
Consulting
>System Installation
>Deployment/Relocation
>Environmental Assessment
>Secure Support>Hot Standby Node>Fallback>Large Cliques>Disk Scrubbing
>Data Archive>Active/Active>Active/Standby>Disaster Recovery>Hosted Site>Test/DevelopmentAvailability
Process
>HW/SW Updates>Upgrade Validation
and Planning>Subscription>ServiceLink
>Enterprise System Support
>Database SW Web Support
>Application
>System Optimization>Operational Mentoring>Software
Implementation>Data Migration>Managed Services
>HW/SW Updates>Upgrade Validation
and Planning>Subscription>ServiceLink
>Enterprise System Support
>Database SW Web Support
>Application
>System Optimization>Operational Mentoring>Software
Implementation>Data Migration>Managed Services
Financial
PeopleService Architecture
RegionSupport
Work Flow Management
FieldSupport
GlobalSupportCustomer
Reactive
Management
Service DeliveryApplications
ProactiveChange
Data FeedsData Foundation/EDWD
a Engineering
Business Intelligence
EngineeringBuilt-in Feeds
Cust.Info
IncidentDRTA
FROParts Knlg.
Base
ata Standards
and Service Analytics
Customer System Feeds
Built in Feeds
Strategy and ImplementationTh F kThe Framework
B i Obj ti
Revenue Operations/People Architecture
Business Objective
ACTIONS123
ACTIONS123
ACTIONS1233
45
345
345
Evaluation
Strategy and ImplementationWhere do I start Identifying BIO’s
Customers
Where do I start - Identifying BIO’s
E-mailAIC noticesT h Al t
Help me, I have a problem with a
Tech AlertsDR’sKnowledgeMyWork, MyTime, MyAnalytics…
query….
Service. Offers
IMP
Service. OffersCoreBaseBC
Change Control
IMP
Change Control Implementation
Critical PatchesSWRM
Support ReviewsSupport ReviewsEtc.
Strategy and ImplementationUsing Strategy to Address Your BIO’sUsing Strategy to Address Your BIO’s
Strategy OverviewStrategy Overview
1. Grow Availability Portfolio Revenue, File Value
2. Effective Delivery of Key Service Activities
3. Realization of asset/fault information capture, analysis & distribution for outage avoidance & service analytics & distribution for outage avoidance & service analytics
4. Advance knowledge, instill a high availability culture and provide an environment for our people to grow
Example - Delivery Management DashboardKey Performance MetricsKey Performance Metrics
EDW Home Key Performance Metrics
EDW - CS Home
Regions
Financial Info
Delivery Delivery
Logistics
Installed Base
MRM Operational Performance AMER APJ EMEA GSC1200 Closed Incidents By Problem Area
360° View of Customer
Request Access 800
1000
1200 Closed Incidents By Problem Area Region EMEA
400500600
Training
About the EDW
Feedback200
400
600
0100200300
Ju l-07
Aug-07
Sep-07
O ct -07
Nov-07
Dec-07
Jan-08
Feb-08
Mar-08
Apr-08
May-08
Jun-08
Jul-08
0Jul-07 Aug-07 Sep-07 Oct-07 Nov-07 Dec-07 Jan-08 Feb-08 Mar-08 Apr-08 May-
08Jun-08 Jul-08
Incoming Closed BLOG
Ju A ug Sep O c No De Ja Fe Ma Ap May Ju Ju
Advocated Solutions Hardware Software
Change Control Customer Managed
Example - Sales and Financial DashboardRenewal and AR ManagementRenewal and AR Management
DaysPre-Billing Verification DashboardEDW Home
EDW - CS Home
Contract Number
Master Customer
Name
Annual Value -
US
Status (R,Y,G)
Renewal Date
Days Exceedi
ng Expiration Date
Last PBV Comment Next Action Owner
1076772R01 Customer 1 $46,596 R 11/1/2008 46 Waiting on sales to finalize Upgrade plan Bowling,Karen
EDW CS Home
Regions
Financial Info
Delivery
L i ti plan
1076788R01 Customer 2 $250,000 R 12/15/2008 0 OK to Bill in 3 days Pirrung, Donna
1076825R01 Customer 3 $150,000 R 11/1/2008 46 Possible contract renegotiation Bowling,Karen
1076788R01 Customer 4 $1,200,000 R 12/2/2008 15 OK to Bill now Pirrung, Donna
Logistics
Installed Base
MRM
360° View of Customer360° View of Customer
Request Access
TrainingSum of
Month End Amount
Sum of Current
Balance-Sum of
ReductionSum of
ReserveAbout the EDW
Feedback
Bucket Master Customer NamAmount Due-US
BalanceUS
Reduction - US
Reserve Impact CollectoComments
061 - 090 DCustomer 1 220,001.76 220,001.76 0.00 0.00 Leigh
Invs to be cxl/rebilled for only 6 months of service - waiting for new orders to be signed
Making effort to get pymt sooner than agreed pymt date of Dec 15-inv was re-
Customer 2 184,760.00 184,760.00 0.00 0.00 Charlene submitted which pushed pymt date back
Customer 3 168,063.25 168,063.25 0.00 0.00 Leigh
Invs have not been mailed to the cust because of tax and credit issues - TSAM B Bedell is working with CA M Dill to correct
061 - 090 Days Total 879,755.78 879,755.78 0.00 0.00
Strategy and ImplementationUsing Strategy to Address Your BIO’sUsing Strategy to Address Your BIO s
Strategy OverviewStrategy Overview
1. Grow Availability Portfolio Revenue, File Value
2. Effective Delivery of Key Service Activities
3. Realization of asset/fault information capture, analysis & distribution for outage avoidance & service analytics& distribution for outage avoidance & service analytics
4. Advance knowledge, instill a high availability culture and provide an environment for our people to grow
Talent Management meets HBDI“The Assessment Web”The Assessment Web
Leadership/ Problem SolvingBusiness Acumen g
RelationshipManagement
Technical Knowledge/Process ManagementProcess
Source: Bill Stierle, Corporate Culture Development, 310-433-8380
Talent Management“The Baseline/Assessment Web”
Manager
“The Baseline/Assessment Web”
Business AccumenFinancial Management
Leadership/ Problem Solving
Technical KnowledgeKnowledge in Work Area
RelationshipManagementCustomer/Internal
Technical SalesBusiness AccumenFinancial Management
Leadership/ Problem Solving
Business AccumenFinancial Management
Leadership/ Problem Solving
Technical Sales
Technical KnowledgeKnowledge in Work Area
RelationshipManagementCustomer/Internal
Technical KnowledgeKnowledge in Work Area
RelationshipManagementCustomer/Internal
Skills AssessmentExampleExample
Please enter a "Skill Level" (from the choice of 4 below) into the Self Assessment column, that you believe best describes your current level, for each of the 27 skills.
1 Determine attributes Skill Self Assessment Manager AssessmentTechnical Knowledge
Data W arehouse Hardware KnowledgeUNIX Operating Systems KnowledgeW 2K Operating Systems KnowledgeTeradata Software KnowledgeApplications Knowledge (CRM, SDG, ..)Client Software Knowledge
1.Determine attributes to be measured
2.Have associates and Client Software KnowledgeBAR KnowledgeDBA KnowledgeSystem & DB Performance KnowledgeProcesses, Process and Service Tools Knowledge
Leadership / Problem SolvingLeadershipSense of UrgencyTime Management
managers complete
3.Calculate “perceived” variances Time Management
InnovationProblem SolvingQuality Result
Relationship ManagementTeamworkCustomer OrientedCustomer Communication ExcellenceCustomer Follow up & Closure
variances
4.Coach and create development plans
Customer Follow-up & ClosureAppearanceOral expression
Business AccumenBusiness Communication SkillsService Delivery Model KnowledgeService Offer KnowledgeCustomer SLA KnowledgeE li h L
5.Make part of quarterly and annual business reviews English Language
Skill Level Skill Level DescriptionLow Comprehends basic conceptsSatisfactory Handles routine tasks independentlyGood Performs complex tasks and can be lead othersExcellent Creates new ways to apply and considered a though
business reviews
What’s Next for UsContinuous Improvement - Organized Professional DeliveryContinuous Improvement Organized, Professional Delivery
AIC, Tech Alerts and DR analysis for and DR analysis for BC
Improved Proactive, Change and Reactive Management
Customer Meetings
Closing Remarks
1 L th B l d B i S d F k
g
1. Leverage the Balanced Business Scorecard Framework to Establish Organization Objectives
2 Use the Strategic Framework to Establish Your 2. Use the Strategic Framework to Establish Your Strategy and Tactics for your BIO’s
3. Assign clear owners, cross-org interlock and place 3. Assign clear owners, cross org interlock and place within the annual objective setting process
4. Stay the course and make sure strategic plan become y g pthe working plan vs. a dust collector
5. Empower your people to achieve great things
QuestionsQuestionsQuestionsQuestionsQuestionsQuestionsand Answersand Answers
QuestionsQuestionsand Answersand Answers