This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
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