1. FastWorks in support
Excellence of support
Iurii Moiseenko, Award Group, Project manager
30/03/2016

2. Traditional support
• Reactive and ticket driving in some timeframe:
• Long discussion – ticket trip from 1-st to 3-rd levels
• Repetition - same questions on same period and
from same areas
• Circulated discussion – when SLA is Ok but problem
is not solved
• Support cost are:
• only infrastructure cost but not investments
• increasing in time but not decreasing

3. Current best practice in trend
• There are some best practices which are in trend and should be adopted for you
• ITIL
• CMMI
• Six Sigma tools
• Agile approaches and methods
• ALM recommendation by Microsoft, Oracle, and SAP
• FastWorks
• It was adopted all these for reality as FastSupport support and applied today for
our clients of support service

4. FastSupport levels
1. Objective normalisation – elimination of hidden and turbulence
zone
2. End user normalisation - visibility of end user main pain point
liquidation
3. Excellence implementation – improvement based on top
management and industry best practice

5. FastSupport – 1st level diagnostic and
targeting current support
• Current state – QTY quantity of support requests, Colour –current quality level
• Aim
AreaPlace Saint Pete Leningrad. oblast Tver
Finance 25 35 34
Logistic 43 23 49
Front-office 112 97 59
AreaPlace Saint Pete Leningrad. oblast Tver
Finance 10 10 9
Logistic 30 20 20
Front-office 50 50 40

6. FastSupport – 1st level diagnostic
• Based on: questionary, interview and statistics getting quality integrated
estimation at least on 2 dimensions:
• Place – where tickets are appeared
• Area – business function or business process
AreaPlace Saint Pete Leningrad. oblast Tver
Finance 25 35 34
Logistic 43 23 49
Front-office 112 97 59

7. FastSupport – 1st level targeting
• Then simple 2 aims:
• Quality normalisation
• Reducing and normalisation of quantity of request
AreaPlace Saint Pete Leningrad. oblast Tver
Finance 10 10 9
Logistic 30 20 20
Front-office 50 50 40

8. FastSupport – 1st level achieving plan
• Agile problem management:
• Virtual group – key user from problem zone and consultant
• Incident qualification
• Root-cause analysis
• Root-cause resolution implementation

9. FastSupport – 1st level achieving plan as
example
We have low level satisfaction in Finance are of Saint.Pete then:
1. Our target – increase level of satisfaction and reach 10 requests per period
2. Our group – Chief of accountants and consultants
3. Action – grouping similar requests, and apply root- cause analysis
4. Then group should create solution for each root-cause and provide estimation
of business case
5. If business case is positive solution must be implemented

10. FastSupport – 2nd level diagnostic and
targeting current business process by function
• Current state – business expert point of current quality level by function:
• in 2 criteria's: functionality and speed
• by 2 dimensions – by functions (elementary units) and place
AreaPlace Saint Pete Leningrad. oblast Tver
Lead registration Functionali
ty
Speed
Sales order creation
Sales order reservation

11. FastSupport – 2nd level targeting
• Then all red and yellow functions impact on Business KPI should be evaluated:
• Matching problem function with Business KPI
Function Affect on KPI KPI
Lead registration Low Customer
service
Sales order creation Low Customer
service
Sales order reservation High Customer
service

12. FastSupport – 2nd level achieving plan
• For all red (1st prioritisation) function agile team prepare:
• Solution: team (expert + consultant + technical consultant)
prepare solution
• Business case:
• Positive implementation effect and cost estimation (CBA)
Function Affect
on KPI
On what
KPI
Cost Benefit
Sales order
reservation
High Custome
r service
500 000 1 000 000

13. FastSupport – key point
1. Formal qualitative and quantitive assesment in 2
dimensions: business process function and place
2. Targeting of aim state with technical and business KPI
3. Business case for change that should be connected with
business KPI
4. Agile approach for change implementation

14. FastSupport – 2 levels implementation
result
3 simple results:
1. Increase end user satisfaction. After that you can not meet
a user who prefer to live as is rather to start communicate
with support team
2. Decrease quantity of requests and as result cost of support
3. Any changes are positive ROI project:
• Support cost be converted from cost to investment

15. Contacts
Please contacts for demonstration and discussion:
yury.moiseenko@awaragroup.com