The Design of Microsoft® Support Network 1.0 - 1158 Words

Microsoft Corporation Microsoft Corporation: The Design of Microsoft ® Support Network 1.0 1. What factors suggest that Microsofts PSS Division needs a more comprehensive and flexible approach for its service offerings? Admittedly, Microsofts 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†¦show more content†¦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 did not want to pay for support they didnt need should be able to buy software alone, at a price that did not include service costs. At the same time, customers that 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 Microsofts offering and how it applied specifically to their needs. †¢ Technical support services should be a cost center for the Microsoft Corporation. On this point, there was uniform agreement in the company. As managers saw it, Microsofts 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