By: Andy Westlund, North America Support Director – Mentor Graphics Corporation
In the world of social networking, supporting customers is rapidly evolving into a community based activity. To move our support organizations further along the Knowledge-Centered Support continuum, the challenge is how to encourage collaboration within the support organization, especially across regional boundaries.
At Mentor Graphics we believe this challenge is akin to the challenge of motivating customers to interact with one another in an online community: A problem is presented to a loosely defined group of potential problem-solvers, none of whom are obligated to take ownership of the issue. What motivates someone to contribute an answer? How are such contributors recognized and rewarded? Or, in some cases, coached and corrected?
Andy Westlund, North America Support Director, will chronicle Mentor Graphics’ recent experiences in addressing these issues. Hear about the progress that has been made with Mentor Graphics Communities, as well as the new Mentor Ideas web site where users can vote on product improvements. Learn how lessons from external communities are being applied to encourage and increase collaboration within the support organization.
About the Speaker
Mentor Graphics is a world leader in electronic hardware and software design solutions, providing products, consulting services and award-winning support for the world’s most successful electronics and semiconductor companies. Helping customers become fully successful with these complex design tools is the mission of the Mentor Graphics Customer Support Division, and Andy Westlund has been a part of this team since 1992.
Andy joined Mentor Graphics in 1988 as a Software Engineer and has since held the roles of Customer Applications Engineer, Support Center Manager, and Customer Support Manager. He is presently the North America Support Director. Andy has a BS degree in Computer Science from Oregon State University and an MBA from Portland State University. He lives in the Portland, OR, area with his wife and two sons.