A Global Approach to WorldClass Service Delivery Kevin

A Global Approach to World-Class Service Delivery Kevin Page Worldwide Process Manager Mentor Graphics Customer Support Division Bernd Malke Customer Support Operations Manager Mentor Graphics Central Europe

A Global Approach to World-Class Service Delivery: Agenda n n n Mentor Graphics Customer Support Overview How we’ve used SCP to build World-Class Support World-wide Results and Benefits Worldwide What next? Questions Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

Mentor Graphics- A leader in the EDA industry n The Electronic Design Automation industry provides the design software used to create all of the world’s electronic systems. n It is time-critical technology used to design the most complex system-on-chip semiconductors & printed circuit boards. n Mentor Graphics has been an EDA industry leader for two decades with annual revenues over $600 million. Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

Mentor Graphics Customer Support n Vision — n Mission — — n To be the Support leader in solving our customers’ design problems anytime, anywhere, any task Eliminate the barriers between our customers and our technology Establish Support as a competitive differentiator for Mentor Graphics The only 5 STAR support in EDA Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

Rapid, Expert, Technical Support World. Wide n 325+ Customer Applications Engineers worldwide Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

Mentor Graphics’ SCP History Japan India Taiwan Singapore Europe Combined Southern Europe Central Europe Western Europe North America Year Book: 99 1 99/00 2 00/01 3 01/02 3 02/03 5 Kevin Page: A Global Approach to World-Class Service Delivery, October 2004 03/04 6 6

SCP: a means- not an end in itself. . . n A framework for improvement — — n Share best practices between regions and sites Compare with, and learn from, the best in the industry A tool to develop “plug and play” processes, systems for consistent world-class support, worldwide Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

Working Globally People Processes Systems Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

Global Systems n n n Global Tracking System (Siebel) Knowledge Capture (Primus) Tracking Feedback & Follow-up (Feedback Tracker) Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

Global Processes n n n Call Handling Knowledge Management Customer Listening Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

People working in a Global Team n n n Skills. Bank Performance Reviews: APR Training and Development — — — CSDUniversity Team Building Soft Skills Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

Impact on Support Teams n Survey process — — n Service delivery process — — n Formalization of this process- everyone knows what to do. By knowing what to do and how people are more productive. Performance Metrics — — n Quality: support engineers are taking more care with every case. Ownership: More identification with the case and no closures without dealing with it. More visibility of support operation performance. Helpful information for planning, review and performance management. Training and people programs — Orientation program and formalized training programs- new support engineers are up to speed faster. Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

Benefits World-wide n n n n Higher Customer Satisfaction Better Employee Satisfaction Lower Cost/Reduced Risk with new Support Sites Higher Revenue More Productive, better Quality Support Recognition in the EDA Industry Improved recognition & credibility of Support within Mentor Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

The Future n n n Further Expansion in Asia Continuous Improvements World-wide Drive SCP Standards Forward Kevin Page: A Global Approach to World-Class Service Delivery, October 2004

Questions? Kevin Page: A Global Approach to World-Class Service Delivery, October 2004