John Rosevear, Business Analysis Director at Dell discusses what it takes to be successful in a unit based business including: - The Best Approach - Benefits & Value - Lessons Learned

1. Measuring Performance for Unit
Based Services
John Rosevear
Business Analysis Director

2. Dell today
“Technology has
always been about
enabling human
potential.”
-Michael Dell
2
Services

3. Dell Services
Global Reach and Growing
Dell Services presence globally
#1 in online
support
response time
(TBR)
#1 in Healthcare
IT worldwide
(Gartner)
• More than 1 billion people connect on Dell cloud solutions
• Dell services help companies reduce TCO by up to 10X
• Dell helps companies deploy Windows 7 almost 80% faster
while cutting deployment costs by 55%
7 Outsourcing
Excellence
Awards
(Outsourcing
Center/Forbes)
Support :
• 111M systems
• 100+ languages
Manage:
• 2.5M clients
• 6.2M systems/
mailboxes
managed via
SaaS
Monitor:
• 13B security
events daily for
3,000
customers
Process:
• Approximately
65 M health
insurance
claims annually
43,000 team members | 100+ countries | 48 tech support centers | 5 global command centers
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4. What are Unit
Based Services?
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5. Unit Based Services…
• …are Repeatable, Consistently Deliverable Elements of Service
– Desktop Installation
– Storage installation
– Single day workshop
– Unit of consultant time
• …can be Combined as Building Blocks to Deliver an Experience
Tailored to the Customer’s Needs
Desktop
– Build complex projects
from familiar and well
understood units
Security
Analysis
Network
Cloud
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6. What is Success in a Unit Based business?
• Consistent, Repeatable Delivery Excellence
– Good customer experience – they know what they are getting, wherever
they are
– Well understood costs – good for the business
– Confidence for customer facing teams – know what they are
marketing/selling/delivering/supporting
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7. Our Approach
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8. Single Delivery Framework
• Single instance of Project
Delivery Software
Order
– Integrated with
Deliver
›
›
›
›
People Management
Order Management,
Accounting
Billing
Invoice
• Standard Processes
– Tailored to the needs of the
business segments
– Focused on repeatable delivery
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9. Timely Reporting to Enable Action
– Data quality
› Data entry metrics
–
–
–
–
Baselined projects
Unsubmitted time
Unapproved time
…
› Performance dashboards
– Projects running over schedule
– Projects running over budget
– Projects below margin targets
– Backed by Leadership Review and Support
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10. Benefits and
Value
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11. Customer Benefits
• Clarity of scope and delivery
• Speed of response
• Consistency of delivery
• Repeatability
• Lower Cost
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12. Dell Benefits
•
•
•
•
•
Clarity of scope and delivery
Speed of response
Consistency of delivery
Repeatability
Lower cost
• Simpler processes
• Flexible scaling to fit customers
› SMB to LE
Order
Deliver
• Ability to absorb growth
– Integration of new products/acquisitions
– Scale from 5,000 to 30,000 users
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13. We can compare performance to identify
best practice and pre-empt problem areas
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14. Improved Customer Experiences
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15. Our Learning
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16. Cultural Changes need Encouragement
• System of record is no longer the project manager’s spreadsheet.
– Changepoint is our reference
• Users expect the system to be accurate and reliable and enter data
accordingly
– Improved Data Quality
March 2010
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October 2010
Services

17. Senior Management attention makes a
huge difference
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18. Simple metrics can be very effective if they
drive the correct behaviours
• “If you cannot measure it, you
cannot improve it.”
– Lord Kelvin
• “In God we trust, all others bring
data”
– W. Edwards Deming
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