Xilinx Webcase Workflow

Hi Kolja

in virtually ALL OPENED webcases the person who gets the case assigned is not the right person. in virtually ALL cases where you need solution you need the "case acceleration" to next level(s)

but think that is Xilinx strategy, they offer "platinum services" where they guarantee 24hrs response time. you need to pay for this service

take a look at the webcase-per-week numbers, think this number may reach 2k/week...

Antti

That's fine. Filter out the dumb questions first.

While there seems to be a clear path for vertical eelvation of the case to a higher level horizontal changes from one department to the other seems to be more difficult.

Kolja

Kolja,

The webcase tracking system is pretty sophisticated, and never forgets.

The first CAE assigned has specific goals, and a time limit. Once they fail, the case pops up to the next level, where there are different goals. Even the first CAE assigned has access to thousands of internal answers (how other similar cases were resolved).

And, so on, and so forth, until the escalation reaches the "Fire Department" (basically, the Xilinx equivalent of the Incident Command System (ICS), which is used throughout the world as a standard means of dealing with emergencies). Your local police, and fire departments probably all use the ICS.

The "Fire Department" consists of a "Fire Chief" for each division, who is empowered to tap anyone on the shoulder, and form a team. These "Chiefs" are ultimately responsible to Moshe (he sees the "Fire Chief" reports).

This system has been around for 7 years now, and gets refined with each new chief (the 'chief job' is a one year assignment here in APD).

The good news is the number of "emergencies" is very small (often 0, only one, and sometimes two).

Xilinx prides itself on their customer service (the goal is to be best in class). Any issues, problems, etc. Peter and I take VERY SERIOUSLY, so you may email either of us (or both) directly if you feel our service is not up to par.

Austin

I've never had this happening to me and I've filed quite a few cases...

/Mikhail

Try to make clear what you did to prove the Xilinx mistake. Ask specific questions. This is the strategy to get Xilinx expert to your case. Basic questions lead to basic answers. Specific question can lead to changes in Xilinx documentation :-)

Helmut,

The customer is always right* (even when they are wrong), so they do not need to "convince us."

But, it is true that a clear statement of the problem, along with archived design, etc. is a clear way to get further faster.

Austin

*Basic definition of "customer," something that we all must accept, and acknowledge (if we want to stay in business).

Kolja,

I agree.

I have also spoken to those responsible for setting the policies and procedures.

Do you have a case number you could email me privately? It will help identify where some re-training might be appropriate to improve our service?

Austin