Microsoft Partner Conference 2004 1 Wei Yang Chua Director, Enterprise Operations Microsoft Asia Pacific Operations Center

Microsoft Partner Conference 2004 1

Wei Yang ChuaDirector, Enterprise OperationsMicrosoft Asia Pacific Operations Center


AgendaAgenda

• APOC Overview• Topics Covered in Operations Track• Vision for MS Operations &

Operations Strategies• FY05 Initiatives Summary

• APOC Overview• Topics Covered in Operations Track• Vision for MS Operations &

Operations Strategies• FY05 Initiatives Summary


5 Operations Centers servicing customers worldwide

5 Operations Centers servicing customers worldwide

USOCNorth

AmericaGMT-8

European Ops Center

IrelandGMT

Asia Pacific Ops Center SingaporeGMT+8

OEM global Ops Center

U.S.GMT-8

Latin America Reg. Ops Center

U.S. (Miami)GMT -5

Microsoft WW OperationsMicrosoft WW Operations


Advantages & Disadvantages of a Regional Operations CenterAdvantages & Disadvantages of a Regional Operations Center

Advantages•Shared Headcounts•Better Job

Refinement•Shared Fixed Costs:

– Warehouses– CD Stampers– Printing Plates– Systems

Advantages•Shared Headcounts•Better Job

Refinement•Shared Fixed Costs:

– Warehouses– CD Stampers– Printing Plates– Systems

Disadvantages• Distance• One Model Fit All• WW Infrastructure• Air Freights• Language Support

Disadvantages• Distance• One Model Fit All• WW Infrastructure• Air Freights• Language Support


Role of A Regional Operations CenterRole of A Regional Operations CenterWorking with MS subs, provide operational support to 14

countries in the APJ region for:• Channel Partner Management & Support• Transaction Processing - Order Management &

Agreement Processing• Inquiry Management & Response• Channel Partner & Customer Support for Systems &

Tools (MVLS, MOET, Explore.ms)• Supply Chain – Demand Planning, Vendor

Management (manufacturing & Distribution) & Media Fulfillment

• Pricelist Publication• Program Maintenance & Launch• Call Center Support for Product Activation & SA

Benefits

Working with MS subs, provide operational support to 14 countries in the APJ region for:

• Channel Partner Management & Support• Transaction Processing - Order Management &

Agreement Processing• Inquiry Management & Response• Channel Partner & Customer Support for Systems &

Tools (MVLS, MOET, Explore.ms)• Supply Chain – Demand Planning, Vendor

Management (manufacturing & Distribution) & Media Fulfillment

• Pricelist Publication• Program Maintenance & Launch• Call Center Support for Product Activation & SA

Benefits


APOC Organization

Total: 35Total: 35COMsCOMs + + CSMsCSMs (18)(18)Order Mgmt (10)Order Mgmt (10)PricingPricing (5)(5)Mgmt (1)Mgmt (1)ProjProj MgerMger ((--))Admin (1)Admin (1)

Total: 37Total: 37Forecasting/PlanningForecasting/Planning (10)(10)Manufacturing VAM (8)Manufacturing VAM (8)Distribution/Logistics (4)Distribution/Logistics (4)First Article Inspection (2)First Article Inspection (2)LicLic Fulfillment VAM (2)Fulfillment VAM (2)Biz Process (1)Biz Process (1)Intellectual Property PM (1)Intellectual Property PM (1)Mgmt (1)Mgmt (1)ProjProj MgerMger (1)(1)Taiwan Ops (4)Taiwan Ops (4)Korea Ops (3)Korea Ops (3)

Total: 34 Total: 34 LicLic ProcessingProcessing (15)(15)Program Mgmt (7)Program Mgmt (7)Tier 1 Support (3)Tier 1 Support (3)Order Mgmt (3)Order Mgmt (3)Services Billing (2)Services Billing (2)CustCust Care SAE (1)Care SAE (1)Mgmt (1) Mgmt (1) ProjProj MgerMger (1)(1)Admin (1)Admin (1)

Total: 24Total: 24Program MgmtProgram Mgmt (11)(11)VAMVAM (6)(6)MertMert processing (3)processing (3)Trade (2)Trade (2)Mgmt (1)Mgmt (1)ProjProj MgerMger (1)(1)

Total: 5Total: 5Mgmt (1)Mgmt (1)ProjProj MgerMger (4)(4)

Total: 1Total: 1Mgmt (1)Mgmt (1)

Diana Ngien Executive Asst

Patrick LungGeneral Manager

Daniel YueChannel Ops

Daniel WongSupply Chain

Chua Wei YangLicensing Ops

Vijaya SambnaniProgram Ops

Teddy LiuSpecial Projects

Yasutaka HiranoJ apan Ops Mgr

* - Indicated in ( ) are 31st Oct’03 headcount (Total141) supporting the particular function.

Henry KwangHenry KwangHenry KwangKC WeeKC WeeKC WeeJunie Schmidt

Junie Junie SchmidtSchmidt

Alvin Heng

Alvin Alvin HengHeng

Patrick Ko

Patrick Patrick KoKo

Sang Chin Khoo

Sang Chin Sang Chin KhooKhoo

Shirley Cheung/

Tin Leong Ang

Shirley Shirley Cheung/Cheung/

Tin Leong Tin Leong AngAng

Yuka Tomimoto

Yuka Yuka TomimotoTomimoto

Anne Kurian

Anne Anne KurianKurianNina ChowNina ChowNina ChowMichael

Goh

Michael Michael GohGoh

StanKaplita

StanStanKaplitaKaplitaHsinhan WuHsinhanHsinhan WuWuNancy

Perks

Nancy Nancy PerksPerks

MinoruKarasawa

MinoruMinoruKarasawaKarasawaKim SleeKim Kim SleeSleeVictor BahnaVictor Victor BahnaBahna

Bill Phleps /James

O’Connor

Bill Bill PhlepsPhleps //James James

OO’’ConnorConnor

David Warrick

David David WarrickWarrick

Angela Molgaard

Angela Angela MolgaardMolgaard

Paul Rellis

Paul Paul RellisRellis

DanBlock

DanDanBlockBlock

Reports ToReports To

APOCAPOC

Org Depth=7Org Depth=7Span of Control >5Span of Control >5

31-Oct-03

Actual FTE

APJ Channel Ops 35

APJ Commercial Supply Chain Ops 37

APJ Commercial Licensing Ops 34

APJ Programs Operations 24

APJ Commercial Site Services 11

(SPG 5, J apan Site Mgmt 1, GM Office 2 & HR 3)

Total APJ Commercial 141

Groups

HRHR FinanceFinance C&CC&C Ops Ops ServServC.OpsITC.OpsITH&E H&E OpsITOpsIT ITGITG--GNSGNS ITGITG--SAPSAP IDC IDC TaxTax HOPSHOPS XboxXbox


APOC – Roles & ResponsibilitiesAPOC – Roles & Responsibilities

Patrick LungGeneral Manager, APOC

Diana NgienAdministrator

Wei Yang ChuaDirector,

Enterprise Operations

Teddy LiuDirector,

Special Projects Group

Daniel YueDirector, SMS&P &

Channel Operations

Vijaya SambnaniDirector, Program/CDDG

Operations & CPE

Daniel WongDirector, Supply Chain

Operations

(1) Enterprise Agreement(2) Select Agreement(3) Academic(4) Government(5) Services contracts &

billings for PSS Premier

(1) Partner (MSPP, MAPs, Rewards, Empower ISV, Learning Solutions)

(2) CDDG programs (MCP, MCT, Technet & MSDN)

(3) EDSG (MSDNAA, IT Academy, PIL Grants)

(4) End users (Direct Marketing Campaigns, Supplemental Parts, Marketing Events, Rebates)

(1) CFPP(2) System Builder Channel(3) MBS(4) Open Suite of Volume

Licensing(5) PIPC

(1) LAR(2) ESA

(1) Distributors(2) Software Advisors

(1) Partner & End-customers(2) Certification customers(3) IT Professionals

Yasutaka HiranoJapan Site Manager

(1) All VLO programs(2) All CFPP programs

(including H&E & Xbox)(3) All MBS fulfillment(4) All Partner, End-

customer & Developer programs

(5) PIPC (Manufacturing & Distribution)

(1) Six-Sigma(2) Product Activation

(1) Program Management(2) Systems (Licensing)(3) Business Process

Management (VLO non-Open)

(1) Program Management(2) Call center management(3) Business Process

Management

(1) Channel Management(2) Pricing(3) Systems (FPP & Open)(4) Business Process

Management (FPP & Open)

(1) Demand Planning(2) Manufacturing(3) Distribution(4) First Article Inspection(5) Fulfillment (VLO &

Programs)(6) Anti-piracy

(1) Six Sigma(2) Product Activation(3) Central Purchasing(4) Project Management

(1) On-site management of Japan-based operational staff

For Japan,(1) All VLO programs(2) All CFPP programs

(including H&E)(3) All MBS fulfillment(4) All Partner, End-

customer & Developer programs

(5) PIPC

Account Management

Functional Ownership

Programs


Topics Covered in Operations TrackTopics Covered in Operations Track

• SA Benefits – Systems & Tools Enhancements

• Operations Annual Survey Results• Explore.ms Key Functions &

Reporting Capabilities• Licensing 6.3 Agreements• Pricing• Media Fulfillment

• SA Benefits – Systems & Tools Enhancements

• Operations Annual Survey Results• Explore.ms Key Functions &

Reporting Capabilities• Licensing 6.3 Agreements• Pricing• Media Fulfillment


“Millions of Transactions – One Great

Experience”

“Millions of Transactions – One Great

Experience”

Vision for MS Operations & Operations StrategiesVision for MS Operations & Operations Strategies

• Improve on systems, processes and tools to create a Trustworthy Operation

• Focus and improve on Customer Partner Experience with Microsoft

• Improve on systems, processes and tools to create a Trustworthy Operation

• Focus and improve on Customer Partner Experience with Microsoft


FY05 Initiatives SummaryFY05 Initiatives Summary1. Pricing Excellence

■ Historically, experience a lack of control on price points, discounts, pricing errors escaping to the channel, etc

■ Projects to establish policies, leadership, processes and systems

■ Started in FY04, gaining organizational momentum and funding

2. Program Excellence■ Simplify the customer relationship with Microsoft's

volume licensing program offerings■ Enhance external education and communication around

licensing■ Grow the value proposition of Software Assurance■ Materially improve licensing-specific customer

satisfaction


FY05 Initiatives SummaryFY05 Initiatives Summary3. Commercial Contract Engine (CCE)

■ Next generation of processes and systems in the Licensing and Programs area

■ 2-3 year implementation plan■ Eliminate the frustrating purchase/transaction experience

and reduce long term costs.

4. Customer Connection Center (C3)■ Single destination for commercial customers on

Microsoft.com■ C3 linked to two primary Microsoft strategies

■ Broad Customer Connection■ Improved Customer & Partner Experience


FY05 Initiatives SummaryFY05 Initiatives Summary5. Channel Operations Excellence

■ Systematically deciding the appropriate service and resource levels

■ The optimization of the channel operations model will be done via improvements in three core work streams:■ Introduce differentiated service offerings■ Create a more cost effective, scaleable operations model■ Redefine the channel and program management roles

6. Trustworthy Operations (Run the business)■ IT applications are highly available, reliable and secure■ Agreements and invoices routinely processed without delay

and without error■ We provide superior service to our clients and partners in the

regions.


FY05 Initiatives SummaryFY05 Initiatives Summary7. Customer & Partner Experience

■ Improve customer and partner experience with Microsoft Operations through business process excellence

■ Using Predictive Indicators generated from the Voice of the Customer (VOC) intelligence to drive your/our business to positively increase CPE


Our CPE CommitmentsOur CPE CommitmentsAt a Leadership Level

driving towards the same goal

NSat+7

At the Activity Level

driving Customer CPE issues using Conditions of Satisfaction, Voice of the Customer Data, Predictive Indicators, Regression

Analysis

– building a case for change,

focusing on quality data to

identify the ‘real’

issues

At a Leadership Level

driving towards the same goal

NSat+7

At the Activity Level

driving Customer CPE issues using Conditions of Satisfaction, Voice of the Customer Data, Predictive Indicators, Regression

Analysis

– building a case for change,

focusing on quality data to

identify the ‘real’

issues

CPE Team providing the tools, programs, services & passion to ENABLE the org to realise this objective.

CPE engrained in to our DNA. Customer Experience now becomes a DRIVER of business processes.

Building a culture Building a culture of accountability of accountability

from the customer from the customer perspectiveperspective


Documents

Microsoft Partner Conference 2004 1 Wei Yang Chua Director, Enterprise Operations Microsoft Asia Pacific Operations Center