BTOES Insights Official
By
July 15, 2019

2019 AWARD FINALIST SPOTLIGHT: VMware - Finalist in the Operational Excellence to deliver an outstanding Customer Experience Excellence Category

 

Read this article about VMware, one of our finalists, in the category Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2019 Business Transformation & Operational Excellence Industry Awards program. Click here to read articles on other finalists.

 

VMware_logo_blk_RGB_72dpi

  

 

pillar%20page%20line%201

 

To effectively tap USD 6 Billion total addressable market for professional services for VMware core products, VMware needs a strong Partner ecosystem who have differentiated capability to offer professional services to customers. It was identified that the expertise of the Partner for offering Professional Services was not adequate to ensure positive customer experience. There was also a lack of differentiation amongst Partners to deliver professional services, which resulted in difficultly for Customers to engage with relevant partners. Following areas were identified to address in the current Partner Professional Services Program (PPSP):

 

  • VMware PPSP was structured in a dated Tiering model (Professional/ Enterprise/ Premier) that lacked alignment to solutions offerings from VMware like Data Center Modernization, Network Virtualization and Cloud Management
  • The adoption of the program by the Partners was low due to lack of relevant trainings to build Partner competency around specific VMware solution offering. Only 300 Partners were enrolled for PPSP (less than 1% of total Partners).
  • Partner Professional Services competency was not adequately recognized amongst customers as partners were ineffective in communicating their unique capabilities to customers

Copy of Provide an Excellent Customer Experience with the perfect Mobile Customer Journey. (24)

 

To improve customer experience with Partner Professional Services, there was a need to sunset the current program and introduce Master Services Competency (MSC) that addressed the following:

  • Recognizes Partner capability in a given solution area removing the tier structure and replacing it with industry standard competency structure
  • Issues badges indicating competency in VMware solution areas, so that customers can easily identify Partners with MSC badges
  • Leverages a model that is structurally consistent with other vendor’s professional services, and easily understandable by the customers

The MSC program requires Partners to attend advanced, solution specific certification programs & trainings to build expertise to offer professional services based on VMware products to customers. The program undertook massive Change management activity by communicating and educating over 75K different partners leveraging a variety of channels like VMWorld – annual VMware conference, Worldwide Partner Summit and Partner newsletters. There was an innovative Governance mechanism put in place for validating Partner effectiveness by asking Customers to rate their Partner experience and sharing Customer references on deployments. These references would expire after a fixed duration, which meant Partners were evaluated based on their most recent engagements.

 

This project was a major success with ROI reaching 300% within 8 months of launch (through $250K annual revenues from partner certifications alone). There was significant capability improvement amongst partners to provide professional services and number of partners eligible to provide such services increased by 28%. This program directly improved customer experience through partners and yielded a Net promoter score (NPS) score of over 90%. Customers also provided 691 partner references recommending partner professional services capabilities that further helped in differentiating Partner to deploy VMware solutions at customer sites.

 

Team Member Names

Amit Sahu
Margaret Kelleher
Melisa Banegas
Shruthi Padmanabhaiah
Prabhanjan Behera
Jeff Crownover
Mohammad Naeem
Safiya Mohammad
Nishith Sahu

 

pillar%20page%20line%201

About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners for all categories and for The Platinum Awards will be announced at The Business Transformation & Operational Excellence Summit & Industry Awards on Wednesday March 20th, 2019, from 6.30pm, in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort®. 

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The 2019 Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit on March 20, 2019 in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando™

 

pillar%20page%20line%201

BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry (BTOES19). March 18-22, 2019, Loews Portofino Bay Hotel at Universal Orlando Resort®

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

 

Quick Links

Speakers

Agenda

BTOES19 Awards

 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 


Download the most comprehensive OpEx Resport in the Industry

The Largest Leadership-Level Business Transformation & Operational Excellence Event

The Business Transformation & Operational Excellence Industry Awards

Welcome to BTOES Insights, the content portal for Business Transformation & Operational Excellence opinions, reports & news.

------------------------------ 

EXCLUSIVE SERIES: BTOES17 VIDEO PRESENTATIONS

Full-length speaking sessions from the Business Transformation & Operational Excellence World Summit, accompanied by featured articles from the Speakers themselves.

WATCH NOW

-------------------------------

Submit an Article

Become a Regular Contributor

504x672
AWARD 2019-1
Copy of Copy of btoes19
Subscribe to Business Transformation & Operational Excellence Insights Now
btoes19.png
png
certificate
png
btoes19healthcare
png
3-30
png
Copy of Copy of btoes19 (1)
png

Featured Content

  • Best Achievement of Operational Excellence in Technology & Communications: IBM
  • Best Achievement of Operational Excellence in Oil & Gas, Power & Utilities: Black & Veatch
  • Best Achievement in Cultural Transformation to deliver a high performing Operational Excellence culture: NextEra Energy
   
Operational Excellence Frameworks and Learning Resources, Customer Experience, Digital Transformation and more introductions
  • Intelligent BPM Systems: Impact & Opportunity
  • Surviving_the_IT_Talent_deficit.png
  • Six Sigma's Best Kept Secret: Motorola & The Malcolm Baldrige Awards
  • The Value-Switch for Digitalization Initiatives: Business Process Management
  • Process of Process Management: Strategy Execution in a Digital World

Popular Tags

Operational Excellence Business Transformation Business Improvement Business Excellence Process Management Continuous Improvement Process Optimization process excellence Leadership Process Improvement Premium Execution Excellence Enterprise Excellence Change Management Lean Lean Enterprise Organizational Excellence Lean Six Sigma BTOES18 Culture Transformation Capability Excellence Changing & Improving Company Culture New Technologies end-to-end Business Transformation Execution & Sustaining OpEx Projects Agile Digital Transformation Leadership Understanding & Buy-In Healthcare and Medical Devices Lack of/Need for Resources Adapting to Business Trends Changing Customer Demands Failure to Innovate Integrating CI Methodologies Lack of/Need for Skilled Workers Lack of/Need for Support from Employees Maintaining key Priorities Relationships Between Departments Culture Customer Experience Exclusive BTOES HEALTH BTOES Video Presentations Technology Innovation Strategy Execution Process Automation Report Manufacturing BPM Lean Manufacturing Agility Systems Engineering Process Design Awards Healthcare BTOES Presentation Slides thought leaders Insurance Robotic Process Automation value creation Customer Experience Excellence Data Analytics Professional Services innovation execution Banking and Capital Markets data management White Paper digital operations BTOES19 Consumer Products & Retail Operational Excellence Model Project Management Artificial Intelligence Automotive and Transportation business expansion revenue growth Digital Interview Operational Excellence Example Lean Culture NPS Net Promoter Score Data Frameworks Learning organization Pharmaceuticals & Life Sciences Primary Measure of succes Six Sigma Workplace Analytics investment banking transformation journey BTOES17 Business Growth Communication Denial Management HealthcareTechnologies Hoshin Planning Hospitality & Construction Human Centered Design Innovation in Healthcare Integrated Decision Approach Integrated Decision Making Kaizen Oil and Gas Pharmaceuticals and Life Sciences Telecommunications Text Mining business process automation eHealth text analytics Announcement BTOES18 Award Winners BTOES18 Awards Client Feedback Strategy Communications Education Infographic Jidoka Learning Resource Oil & Gas Recruitment Supply Chain Management Team The FAST lane master virtual resource management