The Design of Microsoft® Support Network 1.0

Microsoft Corporation Microsoft Corporation: The Design of Microsoft ® Support Network 1. 0 1. What factors suggest that Microsoft's PSS Division needs a more comprehensive and flexible approach for its service offerings? Admittedly, Microsoft's support services were not as good as those offered by some competitors. Several factors contributed to the nondescript nature of Microsoft services. Previous support service policy had been determined at the product level. Annually, each product manager negotiated with PSS over the type, extent, and pricing of services to be offered to customers along with their products. Because Microsoft had 150 products, the result was a hodgepodge of service offerings. Some products had no support services, some offered unlimited â€Å"free† service that was accessed by phone via a â€Å"toll† number, and still others provided extensive telephone service â€Å"for fee†. For customers, particularly those that owned and used several Microsoft products, the service offerings were confusing because it was difficult to know which service came with which product. Moreover, expert users felt that they were paying for services they didn't need on basic applications. At the same time, they could not get sophisticated support services on some of Microsoft's newly introduced line of highly technical advanced systems, even if they were willing to pay extra. 2. Based upon the guidelines that senior management has provided to Trish May, what product support strategy has Microsoft envisioned? Before the PSS task force started its work in December 1992, Patty Stonesifer, Trish May, and key team members, along with the input of Bill Gates, Steve Ballmer, and Mike Maples, devised a set of goals that were to guide efforts and serve as the basis for all technical support programs. These included: †¢Microsoft technical support services should reinforce and enhance the high quality of Microsoft products. Bill Gates insisted on this goal. He maintained that Microsoft needed to deliver a comprehensive offering to the marketplace that was comprised of both high quality products and support services. Gates was willing to invest significant resources into technical support services to improve their overall quality and customer perceptions of them. †¢Choice, Quality, and Simplicity should characterize all technical support programs. Based upon several market research studies and experience, the task force concluded that customer satisfaction would be sustained by delivering technical support that met customer needs in three ways. First, support programs should offer customers a choice. Those who â€Å"did not want to pay for support they didn't need† should be able to buy software alone, at a price that did not include service costs. At the same time, customers that â€Å"wanted more support and were willing to pay extra for it† could also do so. Second, all technical support provided by Microsoft should meet or exceed industry standards for quality. Third, all technical support programs should be marked by simplicity; that is, customers should have little difficulty understanding Microsoft's offering and how it applied specifically to their needs. †¢Technical support services should be a â€Å"cost center† for the Microsoft Corporation. On this point, there was uniform agreement in the company. As managers saw it, Microsoft's â€Å"core competence† was its technology. Though important, technical support services were not seen as a potential source of corporate profits. Instead, Microsoft was prepared to invest in them in the short run, with the eventual goal of breaking even. †¢The Microsoft Corporation should be the technical service provider of â€Å"last resort†. Microsoft managers took progressive steps to leverage the work of PSS engineers. First, the development group engaged in continuous efforts to make all software as â€Å"user-friendly† as possible. Resulting reductions in user problems would lower demand for service. Second, managers initiated special efforts to give customers tools and information, so that they could resolve as many problems themselves as possible. Third, the firm would inform customers about and encourage them to use third party service providers (e. g. , VARs, dealers, ISVs) in their communities and industries. Finally, if the first three methods proved ineffective, then managers would actively directed customers to PSS personnel. 3. How should the Microsoft Support Network 1. 0 matrix be structured in terms of rows and columns? Early on in their analyses, the task force hit upon the idea of using a matrix to summarize the various service offerings. Members referred to it as the Microsoft Support Network 1. 0. The rows of the matrix would consist of major service groupings, while the columns would capture the differences in those services across product or customer segment categories. In turn, each element in the matrix would describe a specific service offering and include a fee structure. To avoid customer confusion, the group concluded that 4 rows and 4 columns should be the largest size of the matrix; however, no research had been done to confirm this. Although the concept of a service-offering matrix received enthusiastic and universal approval among Microsoft managers, there was widespread disagreement over the make-up of the rows, columns, and elements. Trish noted that the matrix could be constructed in several ways. Each had distinct advantages. 4. What implementation problems should PSS managers anticipate? How can PSS managers successfully overcome them? Main problem – to offer some free services for its software and if yes which ones. Such services should be implemented and delivered to customers, some for free and some for a little fee. Also there exist many different competitors who offer rivalry products for the better terms. For example Adobe gives its customers some cards on which they get bonus points and then have the opportunity to exchange them for the service delivered. Company also has a problem with communication and making its customer to understand what they are selling. There are cases when customers did not clearly understand what they are paying for or what problems will this software solve for them. Management first of all should allocate priorities, based on the overall corporate goal of the company. As far as I can see from the case company management clearly understands that they need something to change, they know that this something is the new support system more frequently working one. Also hey know that this would need investment and are ready to pay for it, because the most important they understand that without that system harmonic development of the company would be almost impossible. So as I think Microsoft first should listen to heir customers understand their needs clearly and deliver the value that way, cause without clear understanding what your customer wants good, workable strategy will be impossible to implement. And the last one Microsoft should understand that they do not need complicated software with many gadgets and etc. neither they are the experts (all of them) in the field of IT, so the one thing they want in easier solving of problem. If Microsoft will manage to this by better communication, more user friendly programs etc. it does not matter for the customer. Customer need problem solving not the exact product.

Psychological and cultural insights Essay Example | Topics and Well Written Essays - 3000 words

Psychological and cultural insights - Essay Example The binary nature of the ethnic perception has created two distinct cultural segments â€Å"the east and the west†. The segments are not only geographically separated by political borders but are also diversified in terms of psychographic nature of the residing people ((Luo, 2008). On a geographical perspective, the western countries include the nations like the UK, USA, France, Germany, etc and on contrary the eastern countries encompasses Mainland China, India, UAE, Thailand, etc. Although the geographic distinction is quite apparent, however, that is not the only rationale for diversity of perception. According to The Hofstede Centre (2015), the cultural practices vary largely across national borders. The people bear different psychological profile and engage in different social practices, which is a clear reflection of psychographic diversity.Eng and Bogaert, (2010) mentioned that the psychographic profile of an individual largely influences his perception of a particular stimulus. To put it simply, two individuals belonging from different cultural background is most likely to react differently to a same stimulus. This theory stands corrected in the Watson and Wright’s (2000) study of ethnocentric consumer behaviour. A consumer’s perception of a particular brand is largely influenced by his ethnicity. His country of origin and his cultural background plays a major role in deciding the perceived value of a brand. This is mostly because of the fact that an individual designs his perception based on his surroundings.

Cross-cultural comparison Essay Example | Topics and Well Written Essays - 750 words

Cross-cultural comparison - Essay Example Marriage is also important to the Ashanti. In Ashanti culture, marriages can be polygamous and having more than one wife is seen as an expression of generosity. Women cannot marry without the permission of the elder brother head of the household and both their parents. It is also common for Ashanti women to not meet their husbands until the marriage ceremony, and it is a duty of the parents to keep the tradition of marriage going (Fortes, 2008). The Ashanti are passionate about a number of arts, such as pottery and weaving. These skills are generally taught to daughters of the tribe by their mother. Conversely, young boys are required to learn a skill from their father. Boys are the only children to go to school, and this privilege has to be paid for by their genetic father. Finally, the Ashanti have a number of spiritual beliefs. Plants, animals and trees have souls. The Ashanti also believe in the existence of fairies and witches. There are also a number of gods that are worshipped by the tribe, some of which overlook events such as marriages and funerals, and the Nyame is the Supreme Being worshipped by the Ashanti (Fortes, 1948). The Amahuaca are a tribe that live in the Amazon, geographically located within Peru. The Amahuaca live in family housing, and families which are related in a patrilineal manner will make up one hamlet. Succession to the leadership of the hamlet is also patrilineal in nature, with this individual always being male and having the power to order tasks to be completed for the benefit of the village. There is generally no hostility within the clan, and non-conformity is generally accepted (Dole, 1979). The Amahuaca often view those who speak a different language (and are therefore part of what is known as nawa). Marriages are usually organised when the child is born, and it is common to marry together cousins

Rational Choice Theory Term Paper Example | Topics and Well Written Essays - 1250 words

Rational Choice Theory - Term Paper Example In criminology, it is employed to explain the criminal behavior. It assumes that the state is responsible for the maintenance of order and for preserving the common good through legislation. The laws control human behavior through swiftness, severity, and certainty of punishments (Phillips, 2011,7). The theory consists of 3 core elements: a reasoning criminal, crime-specific focus and separate analysis of criminal involvement and criminal event (Phillips, 2011, 4). The reasoning criminal element postulates that criminals commit crimes in order to benefit themselves. The element proposes that criminals have specific goals and alternative ways to achieve these goals. In addition, they hold information that assists them in choosing the best alternative to implement their goals. The element on crime specific focus assumes that decision making differs with the nature of a crime, that is, decision making is different for each crime. For instance, the decision making to commit a robbery differs with the decision making to commit burglaries, while the decision making by a burglar to target wealthy neighborhood, differs with the one to target middle class and public housing. The last element addresses three issues: deciding to get involved in a crime, continuing to get involved once one has decided to get involved, and the decision to withdraw from the commission of the crime. On the other hand, criminal event implies the decision to get involved with a specific crime.  

Interview with entrepreneur Essay Example | Topics and Well Written Essays - 1250 words

Interview with entrepreneur - Essay Example The reason why these individuals will propose to be their own bosses is because of the various merits that are associated with entrepreneurship. Some of the benefits are becoming their own bosses as well as the ability to enjoy freedom on the areas of businesses (Erik, 2011). The creativity and innovative nature of an individual molds the entrepreneurship skills in them. Since the 1700s many creative and innovative young professionals have become entrepreneurs and the driving force behind their entry into entrepreneurship world are the various benefits that are associated with entrepreneurship (Erik, 2011). Good practice of entrepreneurship requires application of qualities like dedication, flexibility, determination, and creativity. CHAPTER ONE Introduction The process of entrepreneurship starts with introduction of new things in areas where those introduced things are missing. Once the new things have been discovered these things are combined with the already existing resources (Er ik, 2011). The process of combination of these things with the already existing resources entails creativity. ... The generation of their energy takes place internally because of their focused minds and the urge to achieve success in all that they do. Possession of naivety and smartness at the same time These people tend to have high level of intelligence as well naivety in venturing into new areas (Brown, 1989). The naivety originates from divergent thinking since this thinking is associated with separation of good ideas from bad ones. Ability to combine both discipline and playfulness Creative people are always capable of combining both irresponsibility and responsibility quality and they are able to work late at night unlike uncreative individuals (Brown, 1989). Ability to navigate between imagination and fantasy Creative people always have a sense of reality and this reality emerges from imagination that these people obtain from art and science. Possessions of introversion and extraversion These possessions are able to differentiate the personality traits in individuals and measurement of th ese differences is possible. Studies have shown that these qualities can be both found in creative people. Stephen Murtagh seems to have much of the above qualities and this is because through his efforts AW Bell Machinery manufacturing firm was able to emerge as a medium company for the year (Casey, 2013). The company was not able to export its products in previous years and through his effort they were able to reverse this culture and the company could now export most of its products as well as to come up with innovative and creative products. CHAPTER TWO-Literature review According to Teresa Amabile (1988), some of the factors that enhance individual creativity are self motivation, cognitive

Price Analysis for Navigation System Assignment Example | Topics and Well Written Essays - 750 words

Price Analysis for Navigation System - Assignment Example Thus, the forecast of the price mainly depends on the price comparison of the competition taking into consideration that this company offers a similar service of the mine. Navigation system fundamental information entails grouping presentation industry chain configuration, which mainly encompasses international analysis, local market breakdown, macroeconomic situation and corresponding economic condition analysis (Murphy, 2009). Moreover, navigation policy and plan in regard to the underlying navigation system product depends on the specification, manufacturing process and underlying cost structure. The fundamental manufacturer of the navigation system volume manufacture cost price, income manufacture worth gross information and corresponding navigation system volume manufacture marketplace share mainly dictates the underlying market share supply demand import export consumption. Navigation system volume manufacture value cost mainly revolves around the value gross margin information. The concepts allowability, allocability and reasonableness in regard to the cost of the navigation system of the Navo tech mainly addresses directly the prevailing legitimacy of the cost charged against the corresponding cost charged on a particular research cost award (Murphy, 2009). Thus, the process of determination of the allowability, allocability and corresponding reasonableness of the prevailing expense is majorly based on particular guidelines of the federal cost principles. Moreover, it is will be dictated by the office of the management and budget of the Navo tech. Reasonable costs are the prevailing price that is normally consistent with the cost a reasonable individual would pay in the similar conditions for the navigation system to the same company producing similar product. Allowable costs are the ones that are utilized in the connection of the navigation system. It is the cost incurred under the budgeted agreement and mainly benefits the

Race, Gender, and Work Experiences Essay Example | Topics and Well Written Essays - 1000 words

Race, Gender, and Work Experiences - Essay Example Various social clusters of individuals are classified according to their assignments, manner of conduct, and also the way of dressing. People are also grouped according to their level of income, status, influence, and supremacy within the society. There is a notion that there are jobs that suits women and those that suit men. It is important to point out that gender inequality has been prevalent in the work places (Satzewich 4). I work in a car mechanical repair shop as a receptionist in Edmonton, Canada. According to the Gender Gap Report of 2013, Canada is positioned at position 23 in terms of gender inequality and position 9 in gender inequality on the basis of economic involvement and opportunity. The 2010 NHS statistical data showed that the average level of income of native immigrants with a certificate, diploma, or degree certain was $55, 825, while that of native non immigrants averaged $69, 999. NHS statistics in 2011 showed that the average income of individuals who were not a visible minority averaged $ 42,196 while that of visible minorities were lower. For instance the average income of Chinese was found to be $34, 301 (SOC 260 Lecture 7). Handy jobs as car repairs are considered the jobs of men. Society believes that a female can only have less demanding roles as sitting behind a desk all day answering calls. In my place of work, most workers are male. I have only one female colleague who works as a receptionist too. In my opinion, female workers have better social skills as compared to men that enable them to deal with customers effectively. It is important to consider the fact that gender inequality has been prevalent almost everywhere in the world. Gender inequality is supported by a number of theories. For instance, ladies are structured on a particular aspect within the society. They are considered to be affectionate and less proficient. This theory is referred to as ambivalent sexism. Therefore, women end up being labeled with a lot of sympathy while men are considered skilled. Men are conventionally considered officious and dominant. (Linda and Brooks 185). There are many social problems associated with inequal ity within the society. As a result of discrimination, some people may result to delinquent behaviors. Research has shown that places with high levels of inequality have high levels of crime related incidences. Other associated problems include eating disorders leading to obesity, and also mental illnesses (Linda and Brooks 197). Traditionally, women were required to stay at home and perfume household chores such as cooking, washing, and looking after children. Men, on the other hand, spent their whole day working in the farms and earning a livelihood in order to take care of their families. Conventionally, work is considered a result of history. Various jobs were designed in a way that does not allow an individual to be involved in other duties such as looking after children and other household activities. This is because these jobs are very demanding and multitasking would affect the quality of work. Society requires women to bear children, breast feed them, and look after them (D emaiter and Adams 33). Many job descriptions in the modern world lack provisions for these feminine activities. How Race and ethnicity affects experiences in the workplace The ethnic background of an individual plays an important role in how s/he is treated in the work place. I am a Chinese by race and ethnicity. It is evident that i have tried to lessen