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.
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):
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:
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
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™
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 Awards, which 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.
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,
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