fastworks in support eos iurii moiseenko
TRANSCRIPT
FastWorks in supportExcellence of support
Iurii Moiseenko, Award Group, Project manager30/03/2016
Traditional support• Reactive and ticket driving in some timeframe:• Long discussion – ticket trip from 1-st to 3-rd levels• Repetition - same questions on same period and
from same areas• Circulated discussion – when SLA is Ok but problem
is not solved• Support cost are:• only infrastructure cost but not investments• increasing in time but not decreasing
Current best practice in trend• There are some best practices which are in trend and should be adopted for you
• ITIL • CMMI• Six Sigma tools• Agile approaches and methods• ALM recommendation by Microsoft, Oracle, and SAP• FastWorks
• It was adopted all these for reality as FastSupport support and applied today for our clients of support service
FastSupport levels1. Objective normalisation – elimination of hidden and turbulence
zone2. End user normalisation - visibility of end user main pain point
liquidation 3. Excellence implementation – improvement based on top
management and industry best practice
FastSupport – 1st level diagnostic and targeting current support
• Current state – QTY quantity of support requests, Colour –current quality level
• Aim
Area\Place Saint Pete Leningrad. oblast Tver
Finance 25 35 34
Logistic 43 23 49
Front-office 112 97 59
Area\Place Saint Pete Leningrad. oblast TverFinance 10 10 9
Logistic 30 20 20
Front-office 50 50 40
FastSupport – 1st level diagnostic • Based on: questionary, interview and statistics getting quality integrated
estimation at least on 2 dimensions:• Place – where tickets are appeared• Area – business function or business process
Area\Place Saint Pete Leningrad. oblast Tver
Finance 25 35 34
Logistic 43 23 49
Front-office 112 97 59
FastSupport – 1st level targeting• Then simple 2 aims:
• Quality normalisation• Reducing and normalisation of quantity of request
Area\Place Saint Pete Leningrad. oblast TverFinance 10 10 9
Logistic 30 20 20
Front-office 50 50 40
FastSupport – 1st level achieving plan• Agile problem management:• Virtual group – key user from problem zone and consultant• Incident qualification• Root-cause analysis• Root-cause resolution implementation
FastSupport – 1st level achieving plan as example
We have low level satisfaction in Finance are of Saint.Pete then:1. Our target – increase level of satisfaction and reach 10 requests per period2. Our group – Chief of accountants and consultants3. Action – grouping similar requests, and apply root- cause analysis4. Then group should create solution for each root-cause and provide estimation
of business case 5. If business case is positive solution must be implemented
FastSupport – 2nd level diagnostic and targeting current business process by function• Current state – business expert point of current quality level by function:• in 2 criteria's: functionality and speed• by 2 dimensions – by functions (elementary units) and place
Area\Place Saint Pete Leningrad. oblast Tver
Lead registration Functionality
Speed
Sales order creation
Sales order reservation
FastSupport – 2nd level targeting• Then all red and yellow functions impact on Business KPI should be evaluated:
• Matching problem function with Business KPI
Function Affect on KPI KPI
Lead registration Low Customer service
Sales order creation Low Customer service
Sales order reservation High Customer service
FastSupport – 2nd level achieving plan• For all red (1st prioritisation) function agile team prepare:• Solution: team (expert + consultant + technical consultant)
prepare solution• Business case:• Positive implementation effect and cost estimation (CBA)
Function Affect on KPI
On what KPI
Cost Benefit
Sales order reservation
High Customer service
500 000 1 000 000
FastSupport – key point1. Formal qualitative and quantitive assesment in 2
dimensions: business process function and place2. Targeting of aim state with technical and business KPI3. Business case for change that should be connected with
business KPI4. Agile approach for change implementation
FastSupport – 2 levels implementation result
3 simple results:1. Increase end user satisfaction. After that you can not meet
a user who prefer to live as is rather to start communicate with support team
2. Decrease quantity of requests and as result cost of support3. Any changes are positive ROI project:• Support cost be converted from cost to investment
ContactsPlease contacts for demonstration and discussion: [email protected]