Microsoft | EMEA Channel Partner Conference 2014
Operational Excellence
Operational ExcellenceMicrosoft | EMEA Channel Partner
Conference 2014
Let’s Break New Ground Together.
Simplifying Operations
Lorna Darley, Jim Wilson & Gerry Scollan & Teresa Zwarg - Comparex
Microsoft | EMEA Channel Partner Conference 2014
Operational Excellence
We’ve heard your feedback:
Big Picture
Challenging engagement
Variable Quality
Support inefficiencies
Accuracy and speed
Readiness
Business Relationship
Online Services
Invoices
Credit Services
Turnaround Time
Communications
Rebates
Transaction Accuracy
ESA Fees
Query Manage
Programs
OAM ServiceFulfilment
Product Download
Channel Incentives
Systems & Tools
Returns
Credit Adjustments
Variable Quality“Difficult to determine which avenue to address
queries to…”
“Often orders for OLS and Azure are not processed correctly and rules are very unclear…”
“Explore.MS: - not user friendly, cluttered, bad performance - information are not easy to find…”
“The detailed answer to a request is usually received after repeatedly asking the question.…”
“Now, we should use about 10 different webtools to make business with Microsoft. Every tool has different login system, different database…”
“CLT responses are hit and miss. Standard non-complex queries are generally fine. However, the more complex queries always lack detail and information…”
“There are cases when we are send to find the information somewhere else (local LSS etc). I think we should receive a clear response for our questions.…”
“If we have a query that needs to be escalated within MS it takes too long for a resolution”
Microsoft | EMEA Channel Partner Conference 2014
Operational Excellence
Quality in a complex environment
Complex Query Management
EA Contracting Simplification
Let’s Break New Ground Together in…
Challenging engagement
Variable Quality
Variable Quality
Accuracy and speed
Support inefficiencies
Support inefficiencies
Accuracy and speed
Microsoft | EMEA Channel Partner Conference 2014
Operational Excellence
Simplicity and quality are tied
Improvement opportunities exist throughout the process
Quality in a complex environment | Current Situation
Variable Quality
Accuracy and speed
Microsoft | EMEA Channel Partner Conference 2014
Operational Excellence
Quality inbound
• Pre-Validation
• Pre-Entry
Quality outbound
• Agent Training and Certification• Quality Dashboard• Validation Matrix – simplify rules and ‘non-negotiable’
Quality in a complex environment | Key Learnings & Implications
Variable Quality
Accuracy and speed
Microsoft | EMEA Channel Partner Conference 2014
Operational Excellence
Quality inbound• All Partners Utilize Pre-Validation Service March FY 14• 50 % of All Pre-Validations pre-entered June FY 14• Pre-Entry expanded to include VLSC Aug FY 15
Quality outbound• Customer Re-signs <2% June FY 14• 2 Days given back per year
• First Pass Yield >92% June FY 14• 20 days given back per year
• Reduce credits for EOC errors by 30% June FY 14
Quality in a complex environment | Next Steps & Key Actions To Be Taken
Variable Quality
Accuracy and speed
Microsoft | EMEA Channel Partner Conference 2014
Operational Excellence
Microsoft | EMEA Channel Partner Conference 2014
Operational ExcellenceComplex Query Management | Current Situation
Challenging engagement
Variable Quality
Support inefficiencies
Partner
P&F
Live Chat
PartnerSource
GetHelp
CLT
CAP tool
OPERATIO
NS 11.38900 hrs23.861249+17
Microsoft | EMEA Channel Partner Conference 2014
Operational Excellence
Microsoft | EMEA Channel Partner Conference 2014
Operational Excellence
Complex Query Management | Key Learnings & Implications
Challenging engagement
Variable Quality
Support inefficiencies
Microsoft | EMEA Channel Partner Conference 2014
Operational Excellence
Microsoft | EMEA Channel Partner Conference 2014
Operational Excellence
Complex Query Management | Next Steps & Key Actions To Be Taken
Challenging engagement
Variable Quality
Support inefficiencies
Desired Outcome Activity Milestone
First-time query resolution Pilot for EA within UK Jan-Jun FY 14
Quality & complete answers Agent customer care training Jun FY14
Improved self-help options Self-help query tracking Feb FY14
Single Entry point On-going re-design of Access Strategy
PilotsLearning
FY14 – FY15 & beyond
Self-service options Release of self-service for • Contact Changes• Status Updates
August FY15
Microsoft | EMEA Channel Partner Conference 2014
Operational ExcellenceEA Contracting Simplification
Competitive Landscape TodayIts Complex
Customer
VLA
Deal Desk
Pre-Val
EA SPOC
BDSG
Microsoft | EMEA Channel Partner Conference 2014
Operational ExcellenceEA Contracting Simplification
Desired Outcome
Activity Milestone
Consolidate Contract Management
Pilot for EA within WECA & Netherlands
Jan-Jun FY 14
Single Entry point
On-going re-design
FY14 – FY15 & beyond
The Future
Contract Optimisation
Deal Assessment
Quoting Pre-
Validation +
Single
Ent
ry p
oint
One Microsoft
Microsoft | EMEA Channel Partner Conference 2014
Operational ExcellenceSummary | Where Are We Going?
QualityFrom...Variable experience
Query ManagementFrom...Stealing your time with multiple answers
EA Contracts ProcessFrom...Complex
To...Predictable High Quality
To...Respecting your time with right first-time answers
To...Simple
Microsoft | EMEA Channel Partner Conference 2014
Operational Excellence
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