Presentation on theme: "Enterprise Support Trends"— Presentation transcript:
1 Support Readiness Planning for Enterprise Software Companies Mike Bourn SSPA Conference 4/7/04
2 Enterprise Support Trends Complexity and Integration OptionsMission-CriticalConsolidation – “largeness”Outsourcing, Hosting, Managed ApplicationsOpen SourceLowering TCO for Sys MgmtSecurity and AccountabilityIncreased troubleshooting discovery, definition, and resolution times
3 Product/Service Exceptions Cost Cycle MakeSellCOSTCOSTProductSustainingCustomerSustainingValue-Added SvcsCorporate SupportExceptions generated by: Product Defects, Product Incompletes, Customer Owned IssuesCosts to the MAKE function: Cust. Satisfaction, Defect Resolution Resources, Time-to-Market, Ability to ExecuteCosts to the SELL Function: Cust. Loyalty, Lost Sales , Ability to ExecuteDigital FilesEXCEPTIONSCustomer
4 Support System Overview Balancing Supply and Demand VendorCustomerCustomerSupportOrgSustainingEngineeringProductSustainingCustomerSustainingSupportSupplySupportDemand
5 Support System Overview Downward Spiral of CompromisesCompromises in Customer Response,Product Quality, Completeness, & SchedulingIncrease DemandCustomerSupportOrgSustainingEngineeringProductSustainingCustomerSustainingSupplyDemandMore exceptions, interruptions, and escalations …impacting resources, schedules, and quality
6 ? Ready? Readiness Supportability Training Communications ServicesResourcesCommunicationsSystemsLearning CurveReadinessCustomerNewProduct, Release,or AcquisitionSupport &Services?Customer can be existing or new.Readiness: is the support org ready?Supportability: is the product ready to be supported?Recommend separation of the two concepts.SupportabilityCorporateCommitmentImpact on CustomersCustom AppsPositioningBugsUpgradesPerformance
7 Optional Approaches to Support Readiness Management Do Too LittleWait to be toldDo Too MuchAttempt to parallel entire Eng/Mkt effort and be connected to each pieceDo The Right AmountEnsure support organization readinessProvide quality feedback and requirementsRepresent existing customersAsk right question at right timeRest of the presentation assumes that you want to do the right amount and that you may be coming from one of the other categories.
8 Strategy for Launching New Internal SR Process Determine best internal method for detecting and tracking new products before launchIdea/RequirementsDevelopment sequenceMarketing managementDetermine what you want and when you want it from the other organizationsExecutive commitmentHave #1 and #2 figured out before getting exec commitment. The next several slides focus on “know what you want.”
9 What U Want Early Awareness (> 60 days pre-release) What is it? Specifications/Requirements. What are the issues? Who owns them? What is the plan?Cross Functional Coordination (30-60 days pre-release)Execution of the plan underway.Pre-Release Scheduling (0-30 days pre-release)Readiness deliverables: training, comms, services, systems, etc.ReleaseEverything done!
10 What U Want: 2 Major Concepts: #1 Product Supportability Supportability Requirements (variable process):Product impact on customersProduct supportability assessmentProduct technology inventory: skills requirementsProduct boundaries and positioning: corporate commitmentProduct service modelsSupport and “Services” could be used interchangeably.Initial supportability assessment determines whether is “biggie” or “no biggie”.
11 What U Want: 2 Major Concepts: #2 Support Readiness Support Readiness Mgmt. (repeatable process):Support ops process coordination / project mgmtSupport ops resourcesSupport ops trainingSupport ops communicationsSupport ops readiness management reporting
12 Readiness and Supportability Response CenterREADINESS PROCESSEarly awarenessCross functional CoordinationPre-release SchedulingPost RRBCoordination / CommunicationSUPPORT SERVICES SUPPORTABILITY TRAINING SYSTEMSField ServicesREADINESS PROCESS
14 Readiness Process: Early Awareness (>60 days) Supportability review: What is it? What are the issues? What is the support/service model?3rd party contracting? Embedded technologies? Reselling? Tech Partners?Tech ownership and boundaries (e.g. open source)?Scope training requirements
15 Readiness Process: Early Awareness Typical Issues Customer consequences for install/upgradeNaming and numberingSuperceded releases or products?
16 Readiness Process: Cross-Functional Coord. (30-60 days pre-release) Lock in the operational readiness game planServices descriptionSystems planTraining planResources planNecessary pre-release inputs/outputs from other organizations
17 Projected release compatibility Readiness Process: Cross-Functional Coordination (30-60 days pre-release)Communications planProjected release compatibilityConsequent impact on existing customer baseIntegration restrictionsCompatibility with other products
18 Readiness Process: Pre-Release Scheduling (0-30 days pre-release) Training datesEarly drops of the productSystems readinessInternal readiness communicationsCustomer communications draftFinal days Q/A test data review
19 Tips for Exerting Influence Cross-Functionally Marketing?Engineering“Mental Models”Customer Support
20 Perspectives and Challenges Marketing’s ViewPerspectives and ChallengesPressure from Sales ForceCorporate strategy / Executive prioritiesCompetitionAnnouncements / Product LaunchIndustry AnalystsCorporate Support Leverage PointsExisting customers / Sales forceProduct “reality”Development Engineering practices
21 Perspectives and Challenges Engineering’s ViewPerspectives and ChallengesSchedulesRequirementsResourcesCorporate Support Leverage PointsMetricsContracts: OEM, Reselling, PartnerProduct knowledge
22 ? Customer Support View Perspectives and Challenges Technical problem solvingPhonesExceptionsCorporate Support Leverage PointsEnterprise support definitionSupportability requirementsService modelsManagement reporting
23 Corporate Support Readiness Corporate Support is: “All other value delivered to customer.”Every department – Customer Support, Sustaining Eng, Sales, PS, Education needs a Readiness Process.Know what you want and ask the right questions at the right time.Understand other department’s mental models and priorities.
24 Q & A For Additional Information, contact: Mike Bourn (Dir. Response Center)Teresa Powell(Mgr. Support Readiness)