Support: Prevention is Better than Cure

Support: Prevention is Better than Cure [581k]
 Ted Long, TRW Automotive
 Monday - 4:30 p.m.
 
 Learn the secret of successful implementation; hear from a key driver of TRW Automotive financial systems. Find out how TRW has leveraged QAD Support to achieve excellent results, both during upgrades and rollouts, and during everyday business processes.
 
 During critical organizational changes and system upgrades, the correct level of system and project support is imperative. Hear stories live from TRW, a QAD MFG/PRO customer who has leveraged QAD Support for maximum benefit to the enterprise.
 
 Review specific examples from the recent TRW upgrade to QAD MFG/PRO eB2. In one instance, use of the QAD Incident Management and Support System allowed TRW to quickly escalate issues during go-live conversion weekend. At 05:30pm, the day before go-live conversion weekend, TRW discovered a critical processing issue. A Support representative at QAD Australia worked through the night with TRW staff to recreate the issue. In the morning, his work was turned over to the US QAD Support representative, who conferenced with the TRW team through resolution of the issue.
 
 Hear Ted Long explain and demonstrate how TRW works closely with QAD Support to take full advantage of the TRW maintenance investment. Learn about:
 
 Use of online Incident Management to report and track QAD issues
 Navigation of the QAD Knowledgebase for solutions to manufacturing, financial, and technical questions
 TRW methods for internally leveraging QAD QBits and Web Events to inform the team about recommended uses of specific product features
 Participation in online Q-Village discussion groups to exchange information with peers in the QAD Community
 Use of online product documentation, errata sheets, & automatic notification of customer advisories
 How to obtain software upgrades and ECO information through the Download Center
 Remote screen-sharing with QAD Support representative, using GoToAssist
 Other important general reference material