Transcript Slide 1

AMERICAS QUALITY
Continuous Improvement
George Yeary
ELDC Mtg
9-15-2010
Confidential – APC Internal and ELDC Partner
Schneider Electric - IT Business- Americas Quality Team – 4 Aug 2010
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AGENDA
● Global Quality Focus
● Americas Quality Organization
● Continuous Improvement Process
● Quality Dashboard
● Monthly Performance Reviews
● Tashiros
● Voice of Partner Process
● Escalation Matrix
● ELDC Action Item Review
Schneider Electric - IT Business- Americas Quality Team – 4 Aug 2010
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Global Quality Focus at APC by =S=
● Increased Q resources ● Rewarding Customer
Satisfaction in bonus
● Exec positions created
structures
● More 6 Sigma GB/BB’s
● Focus on NPD and Q
● Q “refocus” from top
launch vs “speed to
down
market”
● Product Q acceptance
levels raised
● Focus on process vs
“heroes”
Schneider Electric - IT Business- Americas Quality Team – 4 Aug 2010
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Americas Quality Mgmt Team
VP of Quality
Americas
George Yeary
NAM Service
Quality Mgr
Susan
Lepard
NAM
Customer
Advocate
Norbert
Reuder
NAM
Americas
Customer
6 Sigma
NAM NPD /
Quality
Quality Mgr
ISO / PMP
Program Mgr
Charles
Jerry Gomez
John Ricci
Miller
LAM Quality
Mgr
Claudia
Massey
Business
Intelligence
Gene
Biteikine
NAM Mfg /
DC / &
Supplier
Quality Mgr
Mike Hayes
Americas
IT / App
Director of
Quality
Mark Kane
Latin
IT &
Customer
Reporting / Mfg / DC/
NPD/ISO/
Six Sigma Customer
Service
America
Application
Supplier
Resolution
Analysis /
Quality
Supplier
Issue to
Quality
Quality
Quality
Quality
Technical
Program
Program
Quality
Prevention,
Manage
Manage
AIMS
Continuous
Continuous
improvement of resource for Closed Loop Top Zone Acct ISO certification,
process
prioritization
improvement
solving
product
improvement
Scorecard
New Product
Corrective
Services
improvement
for the zone,
and
process
Mgmt
Development
Action
Dashboard
s
and
other IT
Metrics and issues that have Processes,
establish
project mgmt
made it to the
Quality
process
Quality
improvement customer site, Scorecard,
Dashboard
Red Alert and
Monthly
for LAM
VOC Mgmt Performance
Reviews,
Warranty
Reduction
All information contained in this presentation is confidential and for internal APC by Schneider use5 only5
Schneider Electric - IT Business- Americas Quality Team – 4 Aug 2010
NAM Quality Dashboard –July 2010
PERFORMANCE
EMOTIONS
Improving Efficiency
Dealing with Issues
Order to Delivery
10 Target
OTDS (LTO Core)
Mar-10
Order to Delivery
Apr-10
May-10
Jun-10
Jul-10
OTDO- CORE
10 target
96.0%
OTDC2
87.0%
ULO
On-Time Delivery by line
On-Time Delivery per Order (not CTO)
Jun-10
Jul-10
Q309
Q409
Q1'10
Q2'10
Mar-10
Apr-10
May-10
Jun-10
85.0%
10%
Market to Order
On-Time Spare Parts Delivery
95.0%
to customer requirements
OTDs-E
VS % (Datacenter)
DS% (Datacenter)
VS% (CSLD)
DS% (CSLD)
TBD
Without any defects omitted
Issue to Prevention
10 Target
N/A
Open Red Alert
HBN
SPUM - Distributed
FSB Implementation
May-10
92.0%
On-Time Delivery complete order per CTO
Ship Hold
Apr-10
Unscheduled late Orders
OTDO-CTO
IWF
Mar-10
Apr-10
May-10
Jun-10
Jul-10
2.0%
8.3%
0.21%
0.09%
2.0%
E&S Mgmt
SPUM - Enterprise
Global OQI
0.30%
1.10%
75
Q209
Service Operations
Service Scheduled /
Unscheduled
0.19%
0.0063%
APC E&S
MGE E&S
E&S Rack
E&S Rack PDU
E&S Cooling
HBN
E&S
E&S Mgmt
Rack & Cooling
Mar-10
10 Target
51.3%
2.4%
57.5%
15.5%
VS (Very Satisfied)
DS (Dissatisfied)
10 Target
30.00%
10.00%
10 Target
Preventive Maint. Execution
Feb-10
Mar-10
Apr-10
May-10
Jun-10
Jul-10
90%
Customer Support
N/A
N/A
N/A
N/A
≥100%
done/target
Call Center Satisfaction
1st Call Resolution
10 Target
4.50
65.0%
Abandonment Rate
10 Target
5.00%
Feb-10
Mar-10
Mar-10
Apr-10
Apr-10
May-10
May-10
Jun-10
Jun-10
Jul-10
Sales & Ops Planning
10 Target
MAPE
Collaborative Sales Forecast
Feb-10
Mar-10
Apr-10
May-10
Jun-10
Apr-10
May-10
Jun-10
Jul-10
10.0%
Service Operations
10 Target
FTSU
Mar-10
85%
First Time Start Up
FTFR
First Time Fix Rate
MTTRv
Mean Time to Resolve (days)
80%
5d (for 80%)
Schneider Electric - IT Business- Americas Quality Team – 4 Aug 2010
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Monthly Performance Review Process
Sales
Projects
Overall
Sales
Transactional
Sales
Sales
Segments
Supply
Chain
Services
Customer
Care Center
Supply
Chain
Project
Execution
Service
Ops
DC
Execution
Customer
Care
Center
Order
Management
Quality
Assurance
Team
E&S
HBN
● Quality Business Process Analyst’s (BPA’s) now assigned to support
each MPR
Schneider Electric - IT Business- Americas Quality Team – 4 Aug 2010
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NAM – Service FTFR - FSE Sent w/o Parts
Owner:
Heather Godek
Team:
S Hain, S Lepard, B Bishop, G
Yeary, D Vargas
Target:
85%
Scope: Address Engineers sent to site without spare
parts. Assessment for required action and/or create action
plans for improvement.
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Definition: First Time Fix Rate (FTFR) The SO&P LOB First
Time Fix Rate KPI measures whether a break-fix/CM is fixed
during the first visit
0.8
0.7
0.6
FSE SWP Defects
150
120
90
60
30
0
0.9
0.5
0.4
0.3
0.2
2010/03
2010/04
2010/05
2010/06
2010/07
2010/08
0.1
SSC Issues
0
Troubleshooting
Trees
MGE Part
Knowledge
Fedex Inv Acc
3rd Party Service
Pareto Reason
Status
Action Item (AI), 7-Step (CI #), or Company Project (Title)
Troubleshooting Trees
Open
Re-validate MGE Troubleshooting Trees between Tiger Team Leaders and Platform
Steve Hain
MGE Part Knowledge
Closed
Create Certification Program for Tech Support
Ronda Vye
FedEx Inventory Accuracy
Open
Monthly Management Review of FedEx Performance
C Rossi
FedEx Inventory Accuracy
Closed
Creating SCARs for Inventory Accuracy Issues
C Rossi
3RD Party Selection
Open
Create SOP for when and where to utilize 3rd Party Service Providers
Billy Wang
Symptom Capture
Accuracy
Open
AIMS Request Created to have approval workflow in inTouch, Pending Prioritization at
BP&IT Council Mtg
B Bishop
Schneider Electric - IT Business- Americas Quality Team – 4 Aug 2010
On
Track?
Symptom Code
Availability
Owner
FIFO Service
Order
Due
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Customer Quality Program
Collaborative process between APC by
and our highest velocity partners. Understand
their business requirements, analyze, review and implement root cause corrective actions
to improve the performance and relationship.
Goal – make APC by
easier to business with and increase the amount of
time that the Sales team can devote to selling activities
● Unique Customer Scorecards
● Customer Defined Metrics
● Monthly Exec Mgmt Reviews
● Ops managed, Quality supported
● Retail / Disty / Solutions Partners
● Major reduction of “noise level”
2008 – Ingram Micro Outstanding Overall Supply Chain Improvement Award
2009 - 63% reduction in compliance fines versus 2008. $488K
2009 – Tech Data Supply Chain Vendor of the Year Award
Oct 2009 – IBM, first solutions customer to be implemented on the program
2009 –Ingram Micro Supply Chain Best in Class Logistics Performance, U.S
2009 –Ingram Micro Outstanding Overall Supply Chain Improvement , Canada
LDP
Associates INC.
Schneider Electric - IT Business- Americas Quality Team – 4 Aug 2010
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NAM Voice of Partner – Q1 & Q2
Questions on; training, design portal, personal web page, relationship, the program,
sales, marketing, project coordination, tech support, and service
Part of Americas Customer
One ETDBW Projects 2010
30
25
20
15
10
5
0
Schneider Electric - IT Business- Americas Quality Team – 4 Aug 2010
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NAM Escalation Matrix – on Sales Home
and Partner Pages (Sep 20 )
th
Primary Escalation Path : Through the Functional Area, Executing the Process
Function
Responsibilities
1st
2nd
3rd
4th
5th
Norbert Reuder
Custom er Advocate
George Yeary
Am ericas Quality VP
Platform Eng (Field Quality) Mgt
Product Issues
Tech Support
Tom Baglini
Tech Sol'tns Sr Mgr
Quality
*
*
*
*
*
3 P H - M a s o o d A nv a r
H o m e P wr - B o b R ie t ze l
S m a rt UP S L/ I - C a m ilo M e jia
S m a rt UP S / S ym 1P H - D a nie l N e ls o n
O E M &S pe c ia l - S rda n M ut a bdzija
Quality Team BPAs
Process or other Issues
Supply Chain **
Product Planning & Availability, Product Mfg,
3rd Party Purchasing, Distribution Logistics,
Transportation
It is critical to handle Supply Chain issues VIA
your PC and FC Contacts
Sales & Operations Planning:
Demand Planning => Sales Forecasting
=> Supply Chain Dem and Mgt
Functional Area &
Process Ow ners
S a le s - A m a nda Le e
S up C hn - J ulie T a ylo r
O rd M gt - B ria n Wha lle y
C C C - N a t e Z a le s k y
S e rv ic e - R e be c c a R e e d
Charles Miller
Quality System s/Methods
Contact Project
Coordination
PC Supervisors
Kay Jaw hajian
PC Manager
Jason Juley
Director of Projects
Mark Bidinger
VP of ITB Projects
Contact Fulfillm ent
Coordination
Jen Bocach
FC Mgr
William Sw anson
Custom er Care Sr Mgr
Brent Cogsw ell
Custom er Care Director
Chuck Buckley
VP Com m ercial Operations
Greg Holstrom
Sales Operations Dir
== >>
== >>
Chuck Buckley
VP Com m ercial Operations
Brent Cogsw ell
Custom er Care Director
Chuck Buckley
VP Com m ercial Operations
Jason Juley
Director of Projects
Mark Bidinger
VP of ITB Projects
NAM Dem and Planners
* HBN - Joe Savino
* ES3 - Paul Rom ano
Fullfillment
Coordination
Provide inform ation coordination to
Custom ers for Transactional, Standard
Product & Services
Fulfillm ent
Coordination
Jen Bocach
FC Mgr
William Sw anson
Custom er Care Sr Mgr
Project
Coordination
Provide Project Coordination of fulfillm ent for
both the products & services in com plete
Custom er Solutions; specific supply chain /
order questions
Project
Coordinators
PC Supervisors
Kay Jaw hajian
PC Manager
Project
Management
On Site & Internal Project Mgt to integrate &
deliver com plete Custom er Solutions
INCLUDES Level 2&3 =S= Solutions
Project
Managers
PM Managers
Bill Hunt
Director of PMO
Technical
Solutions
Engineering
Develop Proposals for Large 3 Phase
Solutions, including 3rd Party & Custom
Products & Services
Regional
Engineers
Technical Solutions
Engineering
Technical Solutions Engineering
Develop ISX Solutions prom oting the standard
offerings of Product & Services
Schneider Electric - IT Business- Americas Quality Team – 4 Aug 2010
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Escalation Pg 2
Concurrent Order
Entry
Orders w ith BOTH Product and Services:
Products, Solutions, Spares
(OE Starts w ithin the ORACLE system )
Order Adm in Team
Non-Concurrent
Order Entry
Orders for Service Contracts & Renew als
{OE Starts w ithin the InTouch system }
Service Entitlem ent
Team
Sales Quotations
Lee Parkins
Order Adm in Mgr
NAM Quote Approvers
Creation and Approval of In Touch Quotations,
Tom Gresso /
includes Design Portal Solution Quotes
Tanya Chm elecki
Sales Support
Back Office Processes: (Leads Processing,
Com m issions, Bonus Attainm ent, Reporting)
Direct Account
Application
Enforce criteria & avoid channel conflict
issues w ithin ITB & NAOD
Distribution Partner & Partner Inventory
Start w ithin your team :
( C ha nne l, O E M , E A M ,
F ie ld, G o v t , C A M , S e rv ic e )
Direct Market Channels
OEM
Sales
Rob Yanku
IT Distribution Team
Larry Hann
Direct Mktg Team
== >>
Shannon Sbar
Channel NAM VP
SALES &
SALES OPERATIONS
CONTACTS
EAM RSDs
Dom inic Alcaro
Enterprise NAM VP
Mid Market & Partner Sales
Field Team
Adam Com pton
Field - ISR Manager
FS - RSDs
John Knorr
Field Sales NAM VP
Federal Governm ent Sales
Gov't Team
Jeff Chabot
Govt - ISR Manager
Johnny Lunger
Dir Federal Sales
Jay Ow en
Governm ent NAM VP
CAM Team
Mark Toenjas
CAM - ISM Manager
Mike Oakes
Director of Inside Sales
Chuck Buckley
VP Com m ercial Operations
Service Team
Jasm ine Konkin
Bryan West
SS - Regional Dir
Darrell Sm ithson
Service Sales VP
District Service
Managers
Regional Service
Directors
DSMs
RSDs
== >>
Billy Wang
VP of Service
Richard Gasbarro
Custom er Care Mgr
William Sw anson
Custom er Care Sr Mgr
Ed Beaulieu
Tech Support Mgr
Tom Baglini
Tech Sol'tns Sr Mgr
Brent Cogsw ell
Custom er Care Director
Chuck Buckley
VP Com m ercial Operations
CC Team Leads
Nathan Zaleski
CC Process Quality
Service Solutions Team
Field Service
Engineering
On Site Field Support Activities to Execute
Planned Maintenance & Uplanned Services
Field Service Engineers
Telephone & On-line Support to Custom ers,
Partners, FSEs and Sales:
Single Phase Technical Questions
3 Phase Technical Questions
Call Center Team s
Solutions / Project Technical Questions
RMA & Service Orders (OE starts in InTouch by
Call Center Reps)
Invoice Generation & Revenue Recognition
Credit Managem ent
Paym ent of Invoices to Suppliers & 3rd Party
Partners for Products and Services
Phones, Netw ork, Laptops
Marketing &
Communication
Chuck Buckley
VP Com m ercial Operations
EAM Team
Enterprise Account Sales
Dispatch and Scheduling of Planned
Maintenance & Unplanned Service Calls
IT Issues
Rod Cappiello
Bryan Stevens
Dir Sales Operations
== >>
Service Operations
Accounts Payable
Rob Perrotta
Chuck Buckley
VP Com m ercial Operations
Carm en Iacobo
EAM - ISR Manager
Service Sales
Accounts
Receivable
ISR Mgr w /i your team s
(list directly below )
Brent Cogsw ell
Custom er Care Director
OEM Team
Corporate Account Managers Sales
Call Center
Greg Holstrom
Sales Operations Dir
Channel Operations
Team
Electrical Distribution & IT
Electrical Distribution & National IT Resellers
Reller Team
William Sw anson
Custom er Care Sr Mgr
System s Tools & Application Problem s
AR Team
Sharon Belisle
Credit Team
George Sirrine
AP Team
Linda Pocai
AP Manager
== >>
David Siejka
ITB Service Desl
Michelle Hilario
Am ericas Service Desk
Help Desk (x2929)
ht t p:/ / 2 2 2 2 it .a pc .c o m
Help Desk (x2929)
ht t p:/ / 2 2 2 2 it .a pc .c o m
David Siejka
ITB Service Desl
Com pany Projects, AIMs Requests
Quality BSAs
Mark Kane
BP & Apps Quality Dir
Channel and/or Program s: Marketing
Cam paigns & Prom otions, Includes APC.com
& Partner Page Websites
Channel Mkt Team
Gordon Lord
Channel Mktg Dir
End-User Mkt Team
Abby Row land
Com m unications Dir
End-User: Marketing Cam paigns &
Prom otions, Includes APC.com
Rick Giuliano
Credit Managem ent Dir
IT B.R.M.s
Mike Bonollo: FIN, H2R
Chris Ligouri: OCP, OTD
Lisa Duda: All Others
== >>
Schneider Electric - IT Business- Americas Quality Team – 4 Aug 2010
Sue Sutherland
Treasurer
Karen Miranda
CFO
Christie Bisang
IT Services (=S=)
Mike Doucleff
IT VP
== >>
== >>
Marc Sherm an
Marketing NAM VP
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