© 2006 Avaya Inc. All rights reserved. Global Services Delivery (GSD) November 8th, 2006 Brian Hayward GSD – General Business Service Desk Service Vice

© 2006 Avaya Inc. All rights reserved.

Global Services Delivery (GSD) Global Services Delivery (GSD)

November 8th, 2006

Brian HaywardGSD – General Business Service Desk

Service Vice President720-444-2300

[email protected]

mailto:[email protected]

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 CenterMary Ann Littler

Premium Support/Command CenterMary Ann Littler

Advanced Services Glenn Jenkins

Advanced Services Glenn Jenkins

General BusinessService Desk

Brian Hayward

General BusinessService Desk

Brian Hayward

EMEA Theatre LeadRusty Mills

EMEA Theatre LeadRusty Mills

CALA Theatre LeadPaulo Manzato

CALA Theatre LeadPaulo Manzato

Nicky Harward

Executive Support

Nicky Harward

Executive Support

Global Services Delivery Executive Leadership

Sal MahboubaVice President

Global Services Delivery

Sal MahboubaVice President

Global Services Delivery

APAC BackboneRajeev Shroff

APAC BackboneRajeev Shroff

APAC Theatre LeadMike Fink

APAC Theatre LeadMike Fink

Backbone ManagementChip Brown

Backbone ManagementChip Brown

Technical Operations Justin Nelson

Technical Operations Justin Nelson

Strategy andWorkforce Management

Mike Tetley

Strategy andWorkforce Management

Mike Tetley

Escalation Management Martin Ingram

Escalation Management Martin Ingram

Field Technical ServicesUS and Canada

David Kristof

Field Technical ServicesUS and Canada

David Kristof


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


Delivering the GSD Vision

Utilize StandardTechnology &

ProcessesGlobally

Create a Consistent

Service Experience

Globally

MaximizeResources

Globally..both Remote & in the

Field

GlobalServicesDelivery


Dallas

Global Services Delivery - Spanning the Globe

Europe, Middle East, Africa

(EMEA)

Hungary

AsiaPacific(APAC)

India

Australia

Singapore

Caribbean, Latin

America(CALA)

Redmond

Milpitas

CanadaUK

Colombia

Brazil

Argentina

Mexico

Chelmsford

Denver

Germany

SpainJapan

Hong Kong

St. Pete

Italy

Switzerland Austria

Belgium

Netherlands

France

Russia

North America Region(NAR)

China


Shift 1Shift 2

Shift 3Shift 4

Backbone deployment in a Four Shift Strategy

GSD will have the full complement of Backbone Engineersto address cases across the Portfolio

GSD Four Shift Strategy


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.


KnowledgeManagement

•Existing Article Associated

•New Article Generated

KnowledgeManagement

•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

KM

PTA

ADM

CRMCRM

Problem Clarification

•Problem Statement

•Details

•Problem Clarification

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

http://sharepoint.avaya.com/GSD-Training/Knowledge%20Transfers%20KTs/Forms/AllItems.aspx?RootFolder=http%3A%2F%2Fsharepoint%2Eavaya%2Ecom%2FGSD%2DTraining%2FKnowledge%20Transfers%20KTs%2Fvideos


PTA DashboardPTA Dashboard

Case ID Description Resolution Code

Select Pie Slice Features Usage

Export DataDrill Down

Associated Case Data – Features Usage

12345 Waiting light won’t go out *LAC

12567 Problem Description 2 *LAC



Add Action Plan

Action Plan(s)

Cancel Action Plan View Action Plan Report

Level Two View

Enter TextOwner

This field describes the action plan in more detailPlan Detail

This field explains the business impactImpact

This field is an action plan titlePlan Title

Lookup

Presentation Builder

Search Action Plans

Create PTA Cycle

Search Cycles

Admin

Reports

My PTA Work

Opportunity Finder

PTA Cycles -- Open

PTA Action Plans - Open

Search PTA Cycles

Search Action Plans

KM

Process

Training

Expert

Product Doc

Product

Definity

27

3

5

2

9

14

1

Intuity 1

Modular Messaging 4

Modular Messaging 8

Category KM

PTA Cycle Drill DownFilename MM-May2006

Owner J. Steele

Dates 1 May 2006 31 May 2006 Status Open

Cycle ID PTA123

How to Create a Pareto

Pareto Example

PTA Reference Manual

Helpful Links

Add Link

Definity – July 2006Intuity – June 2006Legend – May 2006Modular Messaging – June 2006S8700 – July 2006

Associated Case Data

PTA Step #


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.

KM

PTA

ADM

Develop an Action PlanDevelop an Action Plan

Define Most Common Issues

Define Most Common Issues

Track Action Plans

Track Action Plans



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 RediscoveryIdentify knowledge gaps via usage reports.

– Support PTA in order to grow and strengthen the knowledge base.

KM

PTA

ADM

Search and Retrieve KMSearch and Retrieve KM

Gather ADM InformationGather ADM Information

Generate New KM Articles

Generate New KM Articles

Issue as Reported by Customer

Issue as Reported by Customer


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 month @ 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)


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.


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 FAQ’s 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 FAQ’s by product on Support site for Customers to utilize – Expanding more content and FAQ’s 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).


Global Services Delivery - Getting Better for YOU!

Seamless, consistent global customer experience

Improved 24/7 support by talented engineersaround 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 consistentnotification and status

Faster trouble resolution!

© 2006 Avaya Inc. All rights reserved.

Documents

© 2006 Avaya Inc. All rights reserved. Global Services Delivery (GSD) November 8th, 2006 Brian Hayward GSD – General Business Service Desk Service Vice