Microsoft

Microsoft Corporation: The Design of Microsoft® Support Network 1.0 Trish May, the Director of market for the Product Support Ser wickednesss disagreement (PSS) of the Microsoft Corporation, decided to abridge a well-earned break from the time-consuming analyses she was doing. It was about 8 p.m. on the evening of December 28, 1992; yet, she and most of her task force were voteless at work at PSS offices in Bellevue, WA. Trish and her boss, Patty Stonesifer, the Divisions Vice President, had a major presentation scheduled for January 20, 1993 to ex top Microsoft executives, including Mike Maples, decision maker Vice President of Products and Steve Ballmer, Executive Vice President of Sales and Support. At that meeting, Trish was to unveil PSS proposals for revamping Microsofts consummate weather services network. Although her analyses had revealed significant insights and provided guidelines for a solution, she was still shy(p) as to the make-up of her final recommendations. As she headed for the Divisions coffeemaker for a café latté, she reflected upon the financial and marketplace forces that necessitated a change in Microsoft policy. PSS managers began to re-evaluate Microsofts support service network in earnest early in November 1992.

Patty Stonesifer noticed a particularly troubling upwardly spike in customer service costs in her periodic review of the divisions Profit and Loss statement. She intercommunicate that service expenditures would become an acute problem in terce years. At the same time, a PSS market research be discovered that customers, particularly those that used several Microsoft products, were very disconnected and frustrated with Microsofts technical support services. As if these problems were not enough, the vice president of sales sent a caustic memoranda to Patty complaining about the difficulty that his representatives were having when they tried to rationalize the service offering to prospective customers. Admittedly, Microsofts support services... If you want to retrieve a full essay, order it on our website: Orderessay

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