Symbol Technologies — ScanSource Partner Webinar (February 2006)
27 slides from Symbol Technologies's conference presentation, February 2006
Slide 1: ScanSource Partner Update
ScanSource Partner Update Art O'Donnell Senior Vice President, GSS Symbol Technologies 11/04/26 Confidential 1
Slide 2: GSS Vision & Mission
GSS Vision & Mission v vision “Symbol Services gives our Company and customers an overwhelming competitive advantage.” “Combine process, technology and people to provide end-to-end enterprise mobility services that deliver m unsurpassed value to our customers.” Confidential 2 mission
Slide 3: Global Services Strategic Statement of Direction
Global Services Strategic Statement of Direction FROM TO Service Apologies Service Accolades Tribal Systemic Afterthought Top of Mind Minimal Perceived Value Unquestionable Quality & Value U.S. Focus Seamless Globalization Inconsistent Deliverables Pristine Execution Departmental Silos Corporate Int
Slide 4: Organization Alignment and Strategy
Organization Alignment and Strategy TASS TASS EMEA EMEA APAC APAC Sales Services Sales Services Sales Services WW Depot Operations WW On-Site Operations WW Support Operations WW Mobility Services WW Services Marketing WW Business & Product Management WW Finance WW IT WW Quality WW HR Confidential 4
Slide 5: GSS Organization
GSS Organization Art O’Donnell SVP/ GM GSS Barbara Lee Tom Patterson Executive Assistant Dir HR Woody Lapham Keith McCormick Sr. Dir IT VP Finance Paul Ed Rick Chris Deb Mike Bob TBD Shea Wayne Vissat Kiernan Walsh Strott Sauer Browne Stewart Sr. Dir VP Sr. Dir VP Sr. Dir APAC VP Depot Support VP Sr
Slide 6: Depot Quality Initiatives
Depot Quality Initiatives Addition of Quality Auditors – Inspection/root cause identification – Process improvement Application of 6 Sigma and Lean Manufacturing Techniques Improved Testing Capabilities – Increased automation Repeat Repair Analysis – On Site Customer Operations Analysis Conf
Slide 7: Drive Quality 5s
Drive Quality SEISO SEIRI Cleanliness Problems are more visible when everything is neat and SEIKETSU Arrange Properly clean Distinguish between those Find minor defects while Always Clean things that are needed and not Clean tools, equipment and "sweeping clean” needed job site immediately a
Slide 8: Before 5s
Before 5s synbol The Enterprise Mobility Company» Confidential 8
Slide 9: After 5s
After 5s wyesune The Enterprise Mobility Company» Confidential 9
Slide 10: After 5s
J REPAIR — 2 a After 5s | Reis SS. hh WALK-WAYS E Le) ed -S SCRAP @ STORAGE. Wik “WP PARTS HOLD | synbol The Ent terprise Mobility Company» Confidential 10
Slide 11: Depot Performance: Units On Hand
Depot Performance Units On Hand - El Paso/Juarez 25,000 22,000 18,500 20,000 Current Goal 15,600 11,000 Units 15,386 15,390 15,000 13,190 7,900 10,000 5,000 0 July August September October November December January Confidential 11
Slide 12: Depot Performance: Contract/Warranty Entitlements TAT
Depot Performance Contract/ Warranty Entitlements TAT Current Goal 92 Percent – El Paso/Juarez 88% 90% 80% 80% 72% 66% 68% 68% 70% 64% 60% 50% 40% 30% 20% 10% 0% July August September October November December January Confidential 12
Slide 13: Depot Performance: Express Hours TAT
Depot Performance Express 24 Hours TAT – El Paso/Juarez 120% 95% 95% 97% 97% 100% 80% % Return Rates 75% 80% 63% 60% 40% 20% 0% July August September October November December January Confidential 13
Slide 14: Depot Performance: Repeat Return Rates
Depot Performance Repeat Return Rates - El Paso/Juarez 16% 15.21% 14.00% 13.44% 14% 12.20% 11.04% 12% 10.60% 10% 8.91% Current Goal 5 Percent 8% 6% 4% 2% 0% July August September October November December January Confidential 14
Slide 15: Call Center Enhancements
Call Center Enhancements Customer-Facing Activities – Aligned work hours with call arrival patterns • Maximum coverage at peak times – Intelligent call routing – Enhanced call monitoring capabilities • Real-time management metrics – Pro-active coverage adjustment – Installed new Call Center switch
Slide 16: TASS Call Center Performance
TASS Call Center Performance 3:40.00 3:39:49 3:30.00 Tech Support Longest Wait 3:20.00 3:10.00 3:00.00 2:45:04 2:50.00 2:40.00 2:30.00 2:20.00 2:10.00 2:00.00 Current Goal 1:50.00 1:37:45 5 Minutes 1:40.00 1:30.00 1:20.00 1:12:34 1:05:03 1:03:20 1:10.00 1:00.00 0:42:33 0:50.00 0:36:25 0:37:04 0:40.0
Slide 17: TASS Call Center Performance
TASS Call Center Performance Tech Support Average Wait 00:12.00 0:10:20 00:10.00 00:08.00 0:07:12 Current Goal 0:06:44 30 Seconds 00:06.00 0:05:020:05:08 0:05:00 0:04:24 00:04.00 0:02:58 00:02.00 0:01:31 0:01:01 0:00:51 0:00:36 0:00:54 0:00:37 0:00:52 0:00:45 0:00:40 0:00:32 0:00:32 0:00:28 0:00:250
Slide 18: TASS Call Center Performance
TASS Call Center Performance 45% 41.93% Tech Support Abandon Rate 40% 35% 32.18% 30% 27.05% 25% 23.32% 23.06% 22.96% Current Goal 20% 2 Percent 13.85% 15% 13.72% 10% 7.48% 4.27% 5% 3.24% 3.12% 2.77% 2.59% 3.63% 2.97% 2.05% 2.11% 2.20%2.44% 2.41% 1.71% 2.11% 1.44%1.85% 1.64% 0.52% 0% 1/ 3 2/ 4 1/ 4 1
Slide 19: TASS Call Center Performance
TASS Call Center Performance RMA Average Wait 00:12.00 0:11:20 00:10.00 0:09:18 0:07:51 00:08.00 Current Goal 0:06:06 30 Seconds 00:06.00 0:04:39 0:03:460:03:49 0:03:57 00:04.00 0:03:23 00:02.00 0:01:29 0:01:19 0:00:14 0:00:13 0:00:10 0:00:07 0:00:09 0:00:10 0:00:370:00:16 0:00:16 0:00:12 0:00:16 0:
Slide 20: TASS Call Center Performance
TASS Call Center Performance El Paso Advocates Average Wait 00:03.00 Current Goal 1 minute 0:02:05 00:02.00 0:01:55 0:01:46 0::01:27 0::01:04 00:01.00 0:00:48 0:00:52 0:00:43 0:00:42 0::00:40 0:00:44 0:00:42 0:00:40 0:00:38 0:00:36 0:00:39 0:00:23 0:00:2 0:00:20 0:00:19 0:00:19 0:00:21 0:00:19 0:00:
Slide 21: Services Value Chain Model
Services Value Chain Model 50% Closure Rate 72 Calls 36 Dispatches Closure Rate Diagnose Average Call Rate Average Log & Validate Dispatch Rate Dispatch The Next Web Based No Design Common Database Plan Pareto Of All Activity Material Used 50% NMU On-Site MTBF Corrective Corrective Action Action Tea
Slide 22: Confidential
The Enterprise Mobility Companyy Confidential 22
Slide 23: Confidential
wa yannre Ld The Enterprise Mobility Companyy Confidential 23
Slide 24: Confidential
wa yannre LETT The Enterprise Mobility Company Confidential 24 souedf) @ (és) 0 6) 708012 va
Slide 25: Services Value Chain Model
Services Value Chain Model 50% Closure Rate 72 Calls 36 Dispatches Closure Rate Diagnose Average Call Rate Average Log & Validate Dispatch Rate Dispatch The Next Web Based No Design Common Database Plan Pareto Of All Activity Material Used 50% NMU On-Site MTBF Corrective Corrective Action Action Tea
Slide 26: No Hassle MC9000 Service Guarantee
Our NO Hassle MC9000 Service Guarantee Starting in Q2… Symbol will repair your MC9000 and meet our committed depot turnaround time or…It’s Free* * If Symbol Customer Services fails to repair your device the first time, or fails to meet its committed depot turnaround time, Symbol will credit that uni
Slide 27: Partnership Philosophy
Partnership Philosophy GSS’ strategic direction is to continue to build a quality infrastructure that aligns with the needs of our Partners and the Customers they serve Confidential 27
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