Global Services Delivery (GSD)
November 8th, 2006
Brian Hayward
GSD – General Business Service Desk
Service Vice President
720-444-2300
[email protected]
© 2006 Avaya Inc. All rights reserved.
Purpose of Overview…
High Level Global Services Delivery Strategy and Plans
Highlight Services Delivery Actions Completed
Summarize Services Delivery Actions Underway
Gain your Feedback
Q&A…
© 2006 Avaya Inc. All rights reserved.
2
Global Services Delivery Executive Leadership
Sal Mahbouba
Vice President
Global Services Delivery
Nicky Harward
Executive Support
Premium Support/
Command Center
Mary Ann Littler
Field Technical Services
US and Canada
David Kristof
EMEA Theatre Lead
Rusty Mills
Business Operations
Steve Jewett
Advanced Services
Glenn Jenkins
CALA Theatre Lead
Paulo Manzato
Technical Operations
Justin Nelson
General Business
Service Desk
Brian Hayward
Backbone Management
Chip Brown
© 2006 Avaya Inc. All rights reserved.
Updated 07 August 2006
APAC Theatre Lead
Mike Fink
Escalation Management
Martin Ingram
Strategy and
Workforce Management
Mike Tetley
APAC Backbone
Rajeev Shroff
3
The Transformation
Create the Vision
Build the framework
– Key Initiatives and champions
– Build the Technology Footprint
Live Business Practice Optimization / Daily Metrics
– Response, Restore, Resolve, Backlog
Change the Service Model
– Service Desk, Backbone, Command Center, Field Services
– Escalation Management, Advanced Services
Roll out Key Initiatives
– Avaya Diagnostic Methodology
– Knowledge Management
– Global Four Shift Model
– Engineering Workbench, Global Ticketing and CRM
Improve Service Levels, Business Partner Support, Customer Satisfaction
© 2006 Avaya Inc. All rights reserved.
4
Delivering the GSD Vision
Create a
Consistent
Service
Experience
Globally
Utilize Standard
Technology &
Processes
Globally
Global
Services
Delivery
Maximize
Resources
Globally..both
Remote & in the
Field
© 2006 Avaya Inc. All rights reserved.
5
Global Services Delivery - Spanning the Globe
Netherlands
Belgiu
m
Redmon
d
Denver
Milpita
s
Dallas
Russia
Hungary
UK
Canada
Germany
France
Chelmsfor
d
Spain
Switzerland
China
Austria
Japan
Italy
India
St.
Pete
Hong Kong
Mexico
Singapor
e
Colombia
Brazil
Australia
Argentina
North America
Region
(NAR)
© 2006 Avaya Inc. All rights reserved.
Caribbean,
Latin America
(CALA)
Europe, Middle
East, Africa
(EMEA)
Asia
Pacific
(APAC)
6
GSD Four Shift Strategy
Shift 1
Shift 2
Shift 3
Shift 4
Backbone deployment in a Four Shift Strategy
GSD will have the full complement of Backbone Engineers
to address cases across the Portfolio
© 2006 Avaya Inc. All rights reserved.
7
Triad of Technology: Our Strategic Direction
Avaya Diagnostic Methodology (ADM)
Product Trend Analysis (PTA)
Knowledge Management (KM)
These three initiatives are interrelated and inter-dependent.
Each effort impacts and drives the
other two initiatives.
Deploying ADM, PTA, and KM is a
strategic plan.
GSD is not implementing
disparate and conflicting
methodologies. Each program
needs to be successful for GSD to
be successful.
© 2006 Avaya Inc. All rights reserved.
8
Technology: ADM/PTA/KM Update
Avaya Diagnostic Methodology
(ADM)
CRM
Foundational - provides a
structured, repeatable, and
systematic approach to
problem solving.
Problem Clarification
Captures real-time progress
of the issue – necessary for •Problem Statement
transfers to the Backbone
•Details
Problem Analysis
and customer status via the
•Problem Clarification
Web.
•Findings
Makes Product Trend
Problem Resolution
•Cause
Analysis (PTA) possible –
•Solution
case data must be welldocumented and
•Resolution Plan
consistently completed in
•Customer Feedback
order to perform trending
analysis.
Drives Knowledge
Knowledge
KM
Management (KM) effort –
Management
basis for KM article
•Existing Article Associated
creation.
ADM Promo
Video: Click Here
© 2006 Avaya Inc. All rights reserved.
•New Article Generated
ADM
PTA
9
Technology: ADM/PTA/KM Update
Product Trend Analysis (PTA)
PTA Dashboard
PTA Cycle Drill Down
Filename MM-May2006
Owner J. Steele
Proactive analysis of ticket
information to understand
the issues that are causing
the majority of the work
effort within the contact
center
Enterprise analysis versus
point solution.
Goal is to eliminate or
mitigate these problems for
entering the contact center
Output consists of
recommendations for
process changes, training,
product improvements, and
additional KM.
Cycle ID PTA123
Status Open
Dates 1 May 2006
31 May 2006
PTA Step #
Level Two View
PTA Cycles -- Open
My PTA Work
Features Usage
Select Pie Slice
Definity – July 2006
Intuity – June 2006
Legend – May 2006
Modular Messaging – June 2006
S8700 – July 2006
Create PTA Cycle
Opportunity Finder
Export Data
Drill Down
Search Cycles
Associated Case Data
Search Action Plans
Reports
Presentation Builder
Admin
Case ID
Helpful Links
PTA Reference Manual
How to Create a Pareto
Track Action
Plans
Associated Case Data – Features Usage
Description
Resolution Code
Waiting light won’t go out
*LAC
12567
Problem Description 2
*LAC
10347
Waiting light won’t go out
*LAC
12345
Search PTA Cycles
Define Most
Common Issues
Waiting light won’t go out
22339
PTA Action Plans - Open
*LAC
Pareto Example
Action Plan(s)
Plan Title
This field is an action plan title
Plan Detail
This field describes the action plan in more detail
Impact
Add Link
Owner
Category
Enter Text
KM
This field explains the business impact
Add Action Plan
Cancel Action Plan
View Action Plan Report
Lookup
KM
27
Process
3
Training
5
Expert
2
Product Doc
9
Product
14
Definity
1
Intuity
1
Modular Messaging
4
Modular Messaging
8
Search Action Plans
Develop an
Action Plan
KM
ADM
PTA
© 2006 Avaya Inc. All rights reserved.
10
Technology: ADM/PTA/KM Update
Knowledge Management (KM)
Document knowledge that
we accumulate via our
experiences solving
customer problems and
answering technical
questions.
– ADM provides the
structured diagnostic
approach.
Launched from CRM, we
share and reuse
documented solutions.
– Eliminate Rediscovery
Identify knowledge gaps
via usage reports.
– Support PTA in order
to grow and
strengthen the
knowledge base.
Generate New
KM Articles
Issue as Reported
by Customer
Search and
Retrieve KM
Gather ADM
Information
KM
ADM
PTA
© 2006 Avaya Inc. All rights reserved.
11
GSD Remote Service Quality Initiatives…
People & Training:
•
August - Hired 18 Technical resources to support simple parts replacement
requests for customers and to absorb calls for customer who choose not
use Sold To within IVR. (20K calls per month @ 2 minutes per call saved)
•
10/15 Re-deployed ~ 20 more Customer facing Trained Technicians in
support of Customers.
•
11/15 Completed Cross Training of 44 of the 71 Legacy Enterprise Techs on
core Convergence product support (4 weeks of training). Total of 60 by
January.
•
Deploying ~154 Remote Field Engineers in Major Metropolitan cities to
have more higher level technical talent closest to customers in support of
Implementations and Maintenance Issues. Hired by 12/06 – trained by
May.
•
Expanding Engineering Resources in the Backbone (Applications,
Convergence and Legacy) to improve responsiveness. (~300 new hires
globally in past 18 months)
© 2006 Avaya Inc. All rights reserved.
12
GB Service Desk Service Quality Initiatives…
Process/Practice Optimization:
• Consolidating separate Legacy and Convergence Teams while
cross training in order to create capacity and improve service
quality (15 Additional HC of Capacity initially).
• 8/22 – Implemented faster case movement/escalations to
Backbone process by re-deploying “Triage Engineers” and
enabling Service Desk to escalate cases to the Backbone more
quickly.
• 11/06 Implementing Advanced Restoration Team to focus on
Severity 4 Alarms & Web Cases.
• 1-3/06 Implementing “Push Model” to prioritize Alarms and Web
Cases.
© 2006 Avaya Inc. All rights reserved.
13
GB Service Desk Service Quality Initiatives…
Technology Initiatives to Differentiate Maintenance Responsiveness
and Create Capacity to Serve Customers:
•
8/24 Implemented IVR Changes to drive T&M customers to the Web to create
tickets, review FAQ’s or use Credit Card on all transactions.
•
Future vision to differentiate Service Levels and Responsiveness.
•
September – Enhanced Web Application to improve usability and enable 20K parts
to be ordered on Support.avaya.com.
•
September - Published Top 20 FAQ’s by product on Support site for Customers to
utilize – Expanding more content and FAQ’s each week.
•
9/12 – Implemented feature on Technicians Desktop to enable visibility to how long
Customer was waiting in queue – enabling more customer focused and
compassionate conversation with customers who had an extended hold time
during peak periods.
•
November - Industry Leading Knowledge Management System from KNOVA to be
Implemented. Used internally initially with plans in ’07 to extend
Knowledge/Content to customers who are interested – with a Svc. Agreement).
© 2006 Avaya Inc. All rights reserved.
14
Global Services Delivery - Getting Better for YOU!
Seamless, consistent global customer experience
Improved 24/7 support by talented engineers
around the globe
Specialized support for growing and emerging technologies
Access to larger talent base enhanced with deeper
expertise and technical knowledge
Accelerated escalation path
Improved and more consistent
notification and status
Faster trouble resolution!
© 2006 Avaya Inc. All rights reserved.
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© 2006 Avaya Inc. All rights reserved.