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									Peregrine System’s Help Desk
Walking the Talk
Kelly Hoopes
Director, Customer Support
Peregrine Systems
Agenda

  1   About Peregrine Systems


  2   Quality Initiative Programs


  3   Training Programs


  4   People Programs
                  About Peregrine Systems…
•   Founded in 1981
•   Headquarters in San Diego California with offices
    worldwide
•   Develops asset and service management software
    solutions as follows:
     Service Management: ServiceCenter
     Asset Management: AssetCenter
     Employee Self Service: Get-Answers, Get-Services, Get-
         Resources
     Discovery: Enterprise Discovery, Network Discovery,
         Desktop Discovery
     Connecting: Connect-It
                 About Peregrine Systems…
                                 Customer Support
•   120 Support Analysts in 5 regional offices
•   Average of 4000-5000 support requests resolved each
    month
•   Customer Satisfaction at 95+% measured through
    transactional survey sent when an incident is resolved
•   Customers access self service knowledgebase website
    at rate of 7,000 per week
Peregrine Systems - Support Investments
Inbound Call
                                                                     ACD
                                                                    Apropos
                                    Profiler Tool
                                    Motive Profile                CenterPoint
                                                                 Analyst Portal
CenterPoint Web                 Knowledge Management
Customer Portal                    Peregrine                    Peregrine
                                  Get-Answers                  ServiceCenter
External                            Remote Control
                                                      Internal
                                  Microsoft Live Meeting
                                                                   & Apropos
                                                                   Technology



 Facing                            CenterPoint         Facing
  Transactional Survey                                      Learning Management
    Peregrine                                                   SSPA SkillTrack
  ServiceCenter                                             Employee Engagement
 (managed outside of Support)                                      Kenexa
      Loyalty Survey
                                                           Performance Management
        Prognostics
                                                                 SuccessFactors

                                                             Reward Management
                                                                  Brevanta
Customer Satisfaction
         Performance
Service is the Differentiator
 Services are today’s product
    – Service supports products (Past)
    – Service leads to new sales (Revitalized Trend)
    – Service is the product (Today)

 Impact on the Support Organization
    – Greater demands on people, process, technology
    – Increased need for multiple services / delivery channels
    – Better, faster, cheaper service is a requirement
                                                   Quality
Certification                                  Management

Elements                                 Training
                                         Programs
                              Customer
                              Feedback
                                              Service
                                              Delivery
            Electronic                        Process      People
               Service                                     Programs
                             Sales
                         Interface
                                                     Performance
                                                     Metrics

                 Development
                    Interface                       Productivity
                                                    Tools

                                Corporate
                              Commitment
    Quality                                      Quality
Management                                   Management
                                       Training
                                       Programs
• External Audit (SCP Certification)
  Service Strategies
                                                     People
• Knowledge as the                                   Programs
  Center of Support (KCS)
  Consortium for Service Innovation
    Quality                                                Quality
Management                                             Management
                                                 Training
 Certification Audit                             Programs
 Deliverables
                                                               People
• Audit report                                                 Programs
   – Executive summary
   – Overall score and complete certification index
   – Conclusions and Recommendations
       • Elements below compliance
       • Opportunities for improvement
       • Elements exceeding compliance
• Comparative benchmark report
Value of Certification Program
Increase Operational Efficiency
• Examples
   – Improved resolution time
   – Improved response time
   – Lower cost per interaction
• Result
   – Lower operational costs
   – Direct correlation to improving
     customer satisfaction
Value of Certification Program
Architectural Plan for Success
• Examples
   – Provides framework to build world-class service
     infrastructure
   – Helps set priorities based on unique criteria and
     element weighting scheme
• Result
   – Provides a roadmap for service improvement
   – Mature organizations use certification program
     to assess capability
      • Validate good practices
      • Identified areas for improvement
Value of Certification Program
Global Consistency
• Examples
   –   Common service processes
   –   Consistent use of tools
   –   Standard set of service metrics
   –   Knowledge capture and reuse
   –   Service strategy and vision
• Result
   – Strategic Planning Focus
   – Consistent global service delivery
Value of Certification Program
Recognition
• Examples
   – Internal recognition elevates perception of support within
     the company
   – Customers appreciate the value of pre/post sales support
• Result
   – Raised awareness of the support organization
   – Becoming certified helped to raise internal/external
     awareness of value of support
   – Leverage service as a competitive advantage
   – Market the certification achievement
                                                   Quality
Certification                                  Management

Elements                                 Training
                                         Programs
                              Customer
                              Feedback
                                              Service
                                              Delivery
            Electronic                        Process      People
               Service                                     Programs
                             Sales
                         Interface
                                                     Performance
                                                     Metrics

                 Development
                    Interface                       Productivity
                                                    Tools

                                Corporate
                              Commitment
Peregrine Systems - Support Investments
                                    Profiler Tool
                                 Productivity Tools
                                    Motive Profile
                                 Electronic Service               CenterPoint
                                                                 Analyst Portal
CenterPoint Web                 Knowledge Management
   Electronic                    Productivity Tools             Peregrine
                                                                Productivity
Customer Portal
     Service
                                    Peregrine
                                 Electronic Service            ServiceCenter
                                                                   Tools
                                  Get-Answers                      & Apropos
                                 Productivity Tools                Technology
                                    Remote Control
                                 Electronic Service
                                  Microsoft Live Meeting

                                  CenterPoint
  Transactional Survey                                      Learning Management
 Customer Feedback
Peregrine ServiceCenter                                     Training Programs
                                                               SSPA SkillTrack
 (managed outside of Support)
                                                            Employee Engagement
    Loyalty Survey                                           People Programs
 Customer Feedback                                                 Kenexa
      Prognostics
                                                           Performance Management
                                                             People Programs
                                                                 SuccessFactors

                                                             Reward Management
                                                             People Programs
                                                                  Brevanta
    Quality                                     Quality
Management                                  Management
                                      Training
                                      Programs
• External Audit (SCP)
  Service Strategies
                                                    People
• Knowledge as the                                  Programs
  Center of Support (KCS)
  Consortium for Service Innovation
    Quality                                                   Quality
Management                                                Management
                                                   Training
 P: Something loose in cockpit.                    Programs
 S: Something tightened in cockpit.

 P: Left inside main tire almost needs replacement.
                                                                    People
 S: Almost replaced left inside main tire.                          Programs
 P: Test flight OK, except auto-land very rough
 S: Auto-land not installed on this aircraft.

 P: Autopilot in altitude-hold mode produces a 200-feet-per-minute descent.
 S: Cannot reproduce problem on ground.

 P: Evidence of leak on right main landing gear.
 S: Evidence removed.
    Quality                                                 Quality
Management                                              Management
                                                Training
P: DME volume unbelievably loud.                Programs
S: DME volume set to more believable level.

P: IFF inoperative.
S: IFF always inoperative in OFF mode.                            People
                                                                  Programs
P: Suspected crack in windshield.
S: Suspect you're right.

P: Number 3 engine missing.
S: Engine found on right wing after brief search.

P: Aircraft handles funny.
S: Aircraft warned to straighten up, fly right, and be serious.
    Quality                                                     Quality
Management                                                  Management
                                                      Training
Knowledge as the                                      Programs
Center of Support (KCS)
Consortium for Service Innovation
                                                                    People
“KCS is a methodology and a set of                                  Programs
practices and processes that focuses
on knowledge as a key asset of the support
organization”

KCS seeks to:
Create content as a by-product of solving problems
Evolve content based on demand and usage
Develop a KB of our collective experience to-date
Reward learning, collaboration, sharing and
improving
                    KCS Processes


                                     Capture in
                                                       Solve
           Leadership
                                    The workflow


   Performance                            Structure
   Assessment                             For reuse


         Content                          Searching
         vitality       Knowledge         Is creating


                                      Just-in-time
            Workflow
Evolve                              Solution Quality
Tangible Benefits
• Operational efficiency
      30-60% improved time to resolve
      Increased support capacity >100%
      Improved time to proficiency – months to weeks
      Efficient creation of content to enable web self-help
      Identification/elimination of root causes
• Increased job satisfaction
    Less redundant work
    More confidence
    Reduced training time
• Increased customer satisfaction
Training                                     Quality
Programs                                 Management
                                Training
                                Programs
  •Product training
  •Customer communication skills
                                                 People
  •Technical skills                              Programs
  •Tools and processes
  •Problem solving and troubleshooting
Training
Programs   Peregrine Catalog
Training
Programs   Learning Plan
Training
Programs   Learning Plan
People                                        Quality
Programs                                  Management
                                    Training
                                    Programs

•   Performance Review Process
•   Career Path Planning                          People
•   Staff Communication Plans                     Programs

•   Employee Feedback Process
•   Employee Recognition Programs
People     Performance Review Process
Programs
People                 Performance Review Process
Programs

 PEREGRINE                  CUSTOMER SUPPORT

 Be Adaptable               Knowledge and Tools
 Communicate Effectively    Queue Management
 Drive for Results          Soft Skills
 Inspire Trust
 Take Initiative
 Work Collaboratively
People                                           Career Path Planning
Programs
 Old Career Path

               L1 Engineer                             L2 Engineer


 New Career Path
   Associate        TSE      Senior      Staff       Senior Staff       Principal
     TSE                      TSE        TSE            TSE               TSE

                                             Development CS Engineer

                                                 Field Support Engineer
      License Support
          Engineer
                                                    Product Lead
                                      Process Lead
                                       Team Lead
                                                 Technical Group Lead
                                           Technical Specialist
People     Career Path Planning
Programs
People        Career Path Planning
Programs
           Job Description Example
People                     Staff Communication Plan
Programs
                        Customer Support Newsletter




•   Product Updates (from Product Leads)
•   New Faces
•   Survey Comments (no names)
•   Birthdays
•   Employment Anniversaries
•   Other updates
                  Employee Feedback Process
                 Survey Follow-up / Action Plan
• Meetings to take place in cross-functional teams

• Team develops list of 3 ideas on what we can do to
improve our workplace

• Feedback will be compiled and consolidated

• Employees will be asked to provide feedback using the
“dot” feedback method on consolidated list
People      Employee Feedback Process
Programs
           Survey Follow-up / Action Plan
People     Employee Recognition Programs
Programs
People     Employee Recognition Programs
Programs
People            Employee Recognition Programs
Programs
                            Contest / Challenges



                   Count Down
                     to 2005
                    (December 2004)
    Horse
    Race
  (August 2004)                        Marathon
                                      (February 2005)
People                     Employee Recognition Programs
Programs
                             Employee Appreciation Week
Monday, October 4th
SUNDAY ON MONDAY!: Wear whatever you wear on Sunday morning. Pajamas or
  sweats will be the attire of the day
BREAKFAST: (7:30 - 9:30) delivered to your desk, Browse the menu, make a
  selection and allow us to serve you
WEB GAMES BEGIN: (Instructions, rules and prize info to follow). Games that
  everyone will enjoy (participation is not required)

Tuesday, October 5th
ICE CREAM SUNDAES: (11:30 am) Brought to you on a cart - no need to leave your
   desk

Wednesday, October 6th
FREE LUNCH: (11:00 - 1:00) (It’s free, what could be better?
People                    Employee Recognition Programs
Programs
                            Employee Appreciation Week
  Thursday, October 7th
  GAMES OF SKILL: Instructions, rules and prize info to follow. Guaranteed to
    make you laugh! (Participation is not required)
  Margaretville: (2:30 pm - 5:00 pm)Participation is not required, but highly
    encouraged

  Friday, October 8th
  ONE MORE FREE LUNCH: (11:00 - 1:00) It’s free, what could be better?
  CHAIR MASSAGES: Just what you need on a Friday.
  MANAGER CAR WASH: Leave for the weekend in a nice clean car –
    Compliments of Management
Peregrine System’s Help Desk
Walking the Talk
Kelly Hoopes
Director, Customer Support
Peregrine Systems

								
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