San Jose State University presents Customer Support Overview, Oct 28-Nov 18. Required class for the Certificate in Customer Support. For questions or to register contact Janell Jacks at 408/519-1310 or write to support@profdev.sjsu.edu
This intense program concentrates the learning from the 2002-2005 San Jose State University PDC Technical Support Management Certificate into 24 hours over 3 weeks. Built on the outstanding IntraLearn platform and supplemented by WebEx, this on-line class can be completed from your home or office. There are no set times to work on this class, only occasional optional conference calls or web conferences.
The unbelievable price is not $4000 or even $1000 but only $195. All your support managers and fast-track engineers can complete this program for a fraction of the cost of the original certificate and comparable training at HDI, American ITIL or SSPA. Plus there is no travel time or cost.
There is a limit on the size of this class and several are already registered.
The Project: The heart of the class is an 8-hour project performed with other participants who choose their interaction method: email, instant messaging, voice conference or computer conference. The final presentation is made to the faculty. More details below.
The Modules: Industry Overview, Strategic Planning, Services Marketing, Developing Service Leaders, Web-Based Support, Industry Association, Support Quality, Support Technologies, Outsourcing, Contact Centers, the Role of Support Role in New Product Development, Global Support, Field Service, Logistics, and Repair Centers. More details below.
|
Material developed and presented by
Amita Dev, Product Manager, Agilent Technologies
Bob Sanocki, Support Engineering Manager, Bio-Rad
Dick Stevens, Executive Response Center, HP
Ed Thompson, Sr. Director, Customer Support, Epiphany
Jacky Hood, Service/Support Consultant and Educator
Jan Truitt, Principal, Technology Marketing Resources
Narendra Dev, Director, BPO Sales, Patni Computer Systems
Nida Gabriel, Regional Support Manager, Navis LLC
|
|
|
| Coordinated by Roger Smith, VP, FieldDay Solutions, Inc. Roger has experience in service/support, sales and marketing, business line, product and engineering management experience at Crescent Project Management, Hewlett-Packard, AehrTest Systems and Trimble Navigation. He received his BSEE from the University of California, Santa Barbara. |
|
|
Details of the Project
1. Design a support organization for Klix&Prints: departments, approximate headcount, skills, types of new-hires, formal and on-the-job training
2. Do SWOT analysis.
3. Create a mission/charter for the support organization.
4. Decide on an objective (mantra) for the support organization.
5. List at three possible strategies to achieve this objective.
6. Choose one strategy and explain why.
7. If your strategy includes warranty support, what will it cover? How long will the camera and printer warranties last?
8. If your strategy includes support contracts, create a matrix contrasting the features. Estimate the prices.
9. If your strategy includes Web-Based support, where does it fit in the above matrix? What functions will the web site have?
10. What types of technologies will your strategy require?
11. Does your strategy require or allow outsourcing?
Module 1: Industry Overview
Voice-annotated slide presentation on industry size, facets, careers, talents and salaries.
Module 2: Strategic Planning for Service and Support
Voice-annotated summary of the whys and hows of strategy, practical planning tips, discussion of tactics, Strengths/Weaknesses/Opportunities/Threats (SWOT) analysis, complete internal/external/vision/action roadmap, self-quiz and strategy exercise and online discussion of the question: How could excellent service and support be a threat to strategy?
Module 3: Designing, Marketing, and Selling Services
Intense detailed voice-annotated presentation including a comparison of service and product marketing, proactive/reactive services, 6-step service introduction process, service pricing, and the following online discussion: For a new service, develop the following: Why it needs to be created, Service Features/Benefits, 4 Ps, i.e. Product, Price, Place, Promotion for this service, How will it be delivered? How will it be launched?
Module 4: Developing Service/Support Leaders
World-class studio-quality voice-annotated presentation and outstanding video presentation that develop skills in support staff planning, hiring, training and supervising.
Module 5: Web-Based Technical Support
Voice-annotated presentation and downloadable tools for combining outstanding support with state-of-the-art web design. Participants evaluate their own web-based support and compare with the best support web sites. Included are customer profiling, email, VoIP, chat, online forums, and web self-service using knowledge tools.
Module 6: Industry Association
No-annotation-required studio-quality presentation on the Association for Services Management International (AFSMI) and the executives and professionals it serves.
Module 7: Service/Support Quality
Text-annotated presentation including who owns quality, three key elements: customer/process/data, Deming Cycle, process improvement model, quality chain reaction, and intense review.
Module 8: Service/Support Technologies
Voice-annotated presentation on service software including CRM, knowledge systems, telecommunications and Internet technologies. Included is a 100-question highly detailed online examination. While completing the exam is required, the exam grade does not impact successful completion of the class.
Module 9: Outsourcing
No-annotation-required presentation on a viable method of extending the reach of any support organization by employing third-party field service, logistics, call centers, and repair centers. Challenging city-selection and vendor-selection mini-projects have been honed by dozens of participants and teams.
Module 10: Project: see the details at the beginning of this message.
Module 11: Organizing and Managing Contact Centers
Voice-annotated presentation including contact centers for product support, contact centers for support of services (such as ISP, ASP), typical operations organization, staffing calculations, training plan, support levels (SLAs), hardware support delivery, warranty exchange, incident response and resolution, and dealing with difficult calls.
Module 12: The Role of Support in New Product Development
Text-annotated presentation includes the support life cycle in relation to the product life cycle, customer satisfaction and its effect on revenue and profit, driving factors for a successful new product introduction, and reliability/availability/supportability (RAS) engineering. Lively online discussion questions are How does supportability enhance a business strategy? How does supportability affect the cost of a product?
Module 13: Global Support
Voice-annotated presentation detailing the challenges and rewards of supporting multi-national and multi-cultural customers. The workshop defines culture, outlines nine global work styles, and surveys cultural patterns on six continents. Participants learn to recognize cultural patterns and avoid mistakes.
Module 14: Field Service, Logistics, and Repair Centers
Text-annotated presentation including a generic field operations process, enabling technologies, remote support, central or factory depot repair, parts calculation and stocking, and exchange management.
