Transitional Challenges of MultiLingual Technical Support Presented by

Transitional Challenges of Multi-Lingual Technical Support Presented by Steve Norton Technical Support Centre Manager Europe West Rockwell Automation

Presentation Overview Rockwell Automation Background Rockwell Support Centre Global Vision Creating a Regional Support Centre Running a Regional Support Centre

Rockwell Automation Background • Company Overview Rockwell Automation is a leading industrial automation company focused to be the most valued global provider of power, control and information solutions. With a focus on automation solutions that help customers meet productivity objectives.

Rockwell Automation Background • Rockwell brand names include: • Dodge® mechanical power transmission products. • Reliance Electric™ motors and drives. • Allen-Bradley® controls and engineered services. • Rockwell Software® factory management software. • First. Point Contact provider of contact management technologies and applications (ACD Systems) • Rockwell Scientific Company (Rockwell Automation shares ownership of avionics and communications industry leader Rockwell Collins (NYSE: COL).

Rockwell Automation Background • Rockwell Automation as nearly 5, 600 distributors, system integrators and agents serving customers in 80 countries. • Annual Sales: About $4 billion • Headquarters: Milwaukee, Wisconsin, USA • Trading Symbol: NYSE: ROK • ROK Chairman & CEO: Don H. Davis Jr. • Employees: About 22, 000

Rockwell Support Centre Global Vision • Consolidate Telephone Technical Support into geographical strategic locations across the Globe. • Centres must be able to handle multiple languages within its region. • Implement multinational linked telephony and ACD systems, with direct connect to Engineers. • Develop international dispatch and escalation processes. • Increase Productivity. • Improve Customer Satisfaction • Provide World Class Support. • Verified through SCP Certification.

How it was Finla den Denmark Ireland UK Centres across Europe providing Support locally • Often no dedicated Telephone Support • With the following providing Support: Swe Nor way nd Iceland • Holland Belgium France Spain • South Africa • Field Engineers • Technical Sales personnel • Account Managers • Product Managers • Any one that's available! Which resulted in: • No consistent approach • Variable quality

Europe West implementation of the vision Finla den Swe Nor way nd Iceland Denmark Ireland UK Holland Belgium France Spain South Africa All Telephone Support for these countries was transitioned over a 2 year period into one centre based in Milton Keynes in the U. K

UK Technical Support Transition 2001 2002 Ja Fe Ma Ap Ma Ju Au Se No De Jul Oct n b r r y n g p v c Sweden, Support out of the U. K Spain, Support out of the U. K Denmark, Support out of the U. K South Africa, Support out of the U. K France, Support out of the U. K Process, Support out of the U. K Holland / Belgium, Support out of the U. K Entek Support

European implementation of the vision Key Considerations • Europe is not “ONE” Yet ! –Cultures –Employment Law –Languages –Working Week –Office Hours –Sports –Time Zones –Recreation –Holidays –Lifestyle –Religion One of my guys that had recently relocated said to me: “Nothing in the U. K is better or worse, just different”.

Creating a Regional Support Centre “Recruiting” • Transfer staff where possible. • Recruit in the U. K if possible or outside if not. • Recruitment techniques! We tried them all! Engin eering r e p pa s w e N M ail s ts o h ies t i IT Ag s r e v i n U encie Agenc T s r ade Pu ies blicat ions Language Agencies Personal Contact Head e t i s eb W Cus A to R Web S Hunte rs ites mer V isits?

Creating a Regional Support Centre “Recruiting” Lesson learned – Agencies l l l – Check Rates Language – Be specific, Native, Fluent, Business Engineering – Define minimum, preferred, acceptable IT – Huge volume of agencies – Newspaper Advertising – Agency for design and initial copy. Spend time with company, show products, people and vision for dept. – Trade Publication advertising – Linked with Advertisers and Recruitment companies, ensure filtering is in place. – Web Sites – Head Hunters – Expensive, not effective for non management – Universities – Educated but no experience, balance staffing – Company Web site – Low hit rate, finds only those looking – Personal Contact – Fantastic – Customer Visits – Customers so impressed they want to work for us !!!

Recruitment Considerations • Preparation – Job Description – Screening questions – Rewards & recompense European Salary assessment Disturbance allowance Relocation assistance – Costs – Personal relocation assistance Return Home travel plans Cost of living comparisons Home country Social Services payments – Employment contracts – Work permits / restrictions if outside EU – Recruitment methods and Plans Selection of Advertisements, Recruitment companies, Web site l l l l

Induction • Induction Program – Create an action list for each new starter and who’s responsible. • Mentors / Buddies • Relocation – Specialists employed. – Missed details cause grief • Comprehensive training required for all, Individual training based on Need – Fundamental ‘Technical’ Skills – Product Training Skills – Cultural Appreciation – Problem Solving skills – Customer Relationship skills – Language enhancement – Business Tools – Procedures and Business Rules – Supported country orientation

Running a Regional Support Centre • Once established and transitioned, what next? I wish!

Once you have them how do keep them! Motivation & Support • Wives / Partners and Family • Environment • Training • Tools & Equipment • Objectives • Ownership • Guidance & Freedom • Metrics • Achievement • Feedback & Appraisals • Recognition programs • Social activities • Competitions • Teaming • Cultural experience • Relocation Assistance • Team Building

Challenges of Multi-Lingual Technical Support Thanks for your time Q&A?