Making it Easy at Cisco

Joe Pinto

Senior Vice President, Technical Services, Cisco Systems

April 30, 2014

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Our story begins with a wake-up call In 2011…

Later that year, we miss our annual EoDB target, negatively impacting bonuses of every employee

Walker tells us our #1 position is at risk because of our EoDB scores

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Why the alarm?

The loyalty equation

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John Chambers

Cisco Live 2011

“We will fix this and I know just

the guys to do it”

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How We Got Started

John, This is Joe Pinto with the monthly update on Ease of Doing Business work being done across Cisco. Our Q1 performance against the EoDB metric in the Customer Sat survey is up year-over-year from 4.17 to 4.22 – an early indication that Cisco’s commitment toward ease of doing business is finding its way to the market.

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Service Contract Management

Meeting Delivery Needs

Registration, Onboarding, & Access Management

Order Management

Pricing, Negotiation, & Deal Approval

Software Licensing

Digital Experience

Technical Support

Today’s EoDB program Executive Sponsor Business Lead

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EoDB Program Team Structure

Program Sponsors Program Office

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We’re making progress on this journey… Achieved EoDB goal in FY12 and FY13

On track to achieve our FY14 goal

No longer a requested agenda item on customer advisory board meetings

Recently recognized for having an industry leading EoDB program

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Cross-functional and cross-geo sponsorship

Decisive action on obvious breakdowns in the experience that can deliver quick relief

An holistic understanding of the customer & partner experience from the outside-in

Attributes of a Leading EoDB Program

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Customer loyalty

Efficiency

ROI

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Our story started in 2011.

But it doesn’t have an ending. Ease of doing business is a way of doing business.

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10. Don’t ignore the problem hoping it will go away: get the data and have the real internal conversations

9. Get serious: make a public commitment to customers and (if applicable) partners

8. Keep focused: set expectations that this is a multi-year journey and keep it top-of-mind for the organization

7. Start small and scrappy: get some low hanging fruit, build momentum, publicly recognize the folks already doing great work

6. But don’t stay small and scrappy: Build a process and structure to move the big rocks

5. Big change doesn’t have to mean big effort: simple policy or process changes can make a big difference

4. Get executive buy-in early and often

3. Measure progress and celebrate the wins along the way

2. Include customers: don’t guess what EoDB means to them, ask

1. You’re never done: build an EoDB structure that’s sustainable and embedded into the business. Think culture, not project.

Top 10 Learnings

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Questions?

Thank you.