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© 2006 Avaya Inc. All rights reserved. Global Services Delivery (GSD) November 8th, 2006 Brian Hayward GSD – General Business Service Desk Service Vice President
2 © 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…
3 © 2006 Avaya Inc. All rights reserved. Updated 07 August 2006 Business Operations Steve Jewett Business Operations Steve Jewett Premium Support/ Command Center Mary Ann Littler Premium Support/ Command Center Mary Ann Littler Advanced Services Glenn Jenkins Advanced Services Glenn Jenkins General Business Service Desk Brian Hayward General Business Service Desk Brian Hayward EMEA Theatre Lead Rusty Mills EMEA Theatre Lead Rusty Mills CALA Theatre Lead Paulo Manzato CALA Theatre Lead Paulo Manzato Nicky Harward Executive Support Nicky Harward Executive Support Global Services Delivery Executive Leadership Sal Mahbouba Vice President Global Services Delivery Sal Mahbouba Vice President Global Services Delivery APAC Backbone Rajeev Shroff APAC Backbone Rajeev Shroff APAC Theatre Lead Mike Fink APAC Theatre Lead Mike Fink Backbone Management Chip Brown Backbone Management Chip Brown Technical Operations Justin Nelson Technical Operations Justin Nelson Strategy and Workforce Management Mike Tetley Strategy and Workforce Management Mike Tetley Escalation Management Martin Ingram Escalation Management Martin Ingram Field Technical Services US and Canada David Kristof Field Technical Services US and Canada David Kristof
4 © 2006 Avaya Inc. All rights reserved. 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 The Transformation
5 © 2006 Avaya Inc. All rights reserved. Delivering the GSD Vision Utilize Standard Technology & Processes Globally Create a Consistent Service Experience Globally Maximize Resources Globally..both Remote & in the Field Global Services Delivery
6 © 2006 Avaya Inc. All rights reserved. Dallas Global Services Delivery - Spanning the Globe Europe, Middle East, Africa (EMEA) Hungary Asia Pacific (APAC) India Australia Singapor e Caribbean, Latin America (CALA) Redmon d Milpita s Canada UK Colombia Brazil Argentina Mexico Chelmsfor d Denver Germany Spain Japan Hong Kong St. Pete Italy Switzerland Austria Belgiu m Netherlands France Russia North America Region (NAR) China
7 © 2006 Avaya Inc. All rights reserved. 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 GSD Four Shift Strategy
8 © 2006 Avaya Inc. All rights reserved. Triad of Technology: Our Strategic Direction Avaya Diagnostic Methodology (ADM) Product Trend Analysis (PTA) Knowledge Management (KM) These three initiatives are inter- related 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.
9 © 2006 Avaya Inc. All rights reserved. Knowledge Management Existing Article Associated New Article Generated Knowledge Management Existing Article Associated New Article Generated Technology: ADM/PTA/KM Update Avaya Diagnostic Methodology (ADM) Foundational - provides a structured, repeatable, and systematic approach to problem solving. Captures real-time progress of the issue – necessary for transfers to the Backbone and customer status via the Web. Makes Product Trend Analysis (PTA) possible – case data must be well- documented and consistently completed in order to perform trending analysis. Drives Knowledge Management (KM) effort – basis for KM article creation. ADM Promo Video: Click Here Click Here KM PTA ADM CRM Problem Clarification Problem Statement Details Problem Clarification Problem Statement Details Problem Clarification Problem Analysis Findings Cause Problem Analysis Findings Cause Problem Resolution Solution Resolution Plan Customer Feedback Problem Resolution Solution Resolution Plan Customer Feedback
10 © 2006 Avaya Inc. All rights reserved. Technology: ADM/PTA/KM Update Product Trend Analysis (PTA) 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. Develop an Action Plan Define Most Common Issues Track Action Plans
11 © 2006 Avaya Inc. All rights reserved. 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. KM PTA ADM Search and Retrieve KM Gather ADM Information Generate New KM Articles Issue as Reported by Customer
12 © 2006 Avaya Inc. All rights reserved. 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 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)
13 © 2006 Avaya Inc. All rights reserved. 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.
14 © 2006 Avaya Inc. All rights reserved. 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 FAQs 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 FAQs by product on Support site for Customers to utilize – Expanding more content and FAQs 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).
15 © 2006 Avaya Inc. All rights reserved. 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.
® ® © 2007 E*TRADE FINANCIAL Corp. All rights reserved. This presentation contains confidential information and may not be disclosed without E*TRADE FINANCIAL.
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