Problem Solving Approach :Problem Solving Approach High Level Strategy


Formation of key partnership :Formation of key partnership


Problem solving approach :Problem solving approach Define Problem Map Current Process Map Desired Process Data exploration, modeling, reconciliation and backtesting (iterations) Define Pilot Learning, deployment Business constraints Exploration phase Optimization opportunities Evaluation phase Evolution / Revolution phase


Process Map = identification of gaps :Process Map = identification of gaps Gaps Optimization Opportunities


Desired process through Kaizen :Desired process through Kaizen Document Reality Plan Countermeasures Do It Again


Demand Modeling Strategy (high Level) :Demand Modeling Strategy (high Level) Data Exploration AHT, Volume, ASA, AQT, variances, heuristics Load and load driving factors (demand drivers identification) Data division Load and load driving factors Model parameters estimates Load reconciliation Model parameters estimates Reconciled demand at various levels Forecast / Backtest Reconciled Model parameters Model accuracy estimates


Optimization approaches :Optimization approaches


Routing optimization :Routing optimization


Human Resource Optimization – a behavior based approach :Human Resource Optimization – a behavior based approach Audit forms help evaluate agent behavior, and single variate or multi-variate correlation analysis helps determine which key behaviors have highest correlation with desired business metrics Core behavior Audit form Business metrics


Human Resource Optimization :Human Resource Optimization


Customer experience optimization :Customer experience optimization Customer Blogs Etalk Superview recordings BBN recordings Agent feedback Side jack with agents Speech analytics BBN analysis Call journal analysis End to end process analysis Customer economics Develop initial action plan Set up clear governance structure Establish VOC program


Major Accomplishments :Major Accomplishments 2004 - 2008


2008 – Launched Entitlement Specialist Queue (ESQ) :2008 – Launched Entitlement Specialist Queue (ESQ) Summary Live triage for all “un-entitled” or un-identified customers Pilot launched on 2/18. Queue fully ramped by 7/1. Eliminates Expired Warranty Leakage 9% of Current Call Volume $7M in Increased Revenue $15.5M in cost avoidance Enables Role Specificity ESQ: Sales, Entitlement, PnP Resolution Experts: Issue Resolution


2007 – proactive order status for care :2007 – proactive order status for care Executive Summary: The objective of the "proactive order status" project is to seamlessly identify the customer calling Dell's consumer IVR, and proactively notify them of their current order status. It’s the first major step Dell has taken to convert the IVR into a value added application. Benefits: Contact reduction: Contact reduction benefit ~ 3-4%. Annualized benefits: $1M in cost avoidance.


2006 – Proactive reduction of order cancellations :2006 – Proactive reduction of order cancellations Title Reduce escalations arising from transactional Business System Division (BSD) sales. Definition BSD sales escalations result in loss of revenue through order cancellations, loss on margin through concessions and result in negative customer experience. Why Selected In FY’05 co.4 reported an average of 71 executive escalations per week which amounts to over 1 million dollars in loss of revenue through concessions. This does not include orders that were cancelled due to poor customer experience or agent level escalations for which no current measurement metric exists.


2005 – Improve sales lead quality (six sigma project) :2005 – Improve sales lead quality (six sigma project)