TITLE:

Case analysis: The Design of Microsoft Support Network 1.0

ID No: 1 REV.: 0.9 PAGE: 1/3

Case analysis: The Design of Microsoft Support Network 1.0

Team Name Rupesh Paterical Riyas. P. K. EPGP-04C-082 EPGP-4B-85 Roll number

Case analysis: The Design of Microsoft Support Network 1.0

File: Microsoft_CAN_Riyas_Rupesh

TITLE:

Case analysis: The Design of Microsoft Support Network 1.0

ID No: 1 REV.: 0.9 PAGE: 2/3

1 What factors suggest that Microsofts PSS Division needs a more comprehensive and flexible approach for its service offerings?
Upward spike in customer service costs in periodic review of thedivision's Profit and Loss statement Service expenditures would become an acute problem in three years. PSS marketresearch survey discovered that customers, particularly those that used several Microsoft products, were very confused and frustrated with Microsoft's technical support services. Microsoft's support services were not as good as those offered by some competitors. 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 "free" service that was accessed by phone via a "toll" number, and still others provided extensive telephone service "for fee". For customers, particularly thosethat 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. So, Microsoft's PSS Division needed a comprehensive and flexible support service.

2 Based upon the guidelines that senior management has provided Trish May what product support strategy has Microsoft envisioned?
A task force formed for developing strategy. Developed a service offering matrix Each element in the matrix describe a specific offering and fee structure

Case analysis: The Design of Microsoft Support Network 1.0

File: Microsoft_CAN_Riyas_Rupesh

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Case analysis: The Design of Microsoft Support Network 1.0

ID No: 1 REV.: 0.9 PAGE: 3/3

3 How should the Microsoft Support Network 1.0 matrix bet structured in terms of rows and columns?
The rows of the matrix would consist of major service groupings, while the columns would capture the differences in those services across product or customersegment 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.

4 Which services should Microsoft offer; a) offer as free or standard, b) sell as an option for an additional fee, and c) not offered (but have a 3rd party service provider partner offer)?
FastTips&Electronic Services should be offered for free. Because these services are lw cost and could be accessed by anyone, they would also generate goodwill and spark interest in Microsoft products among prospective customers. Systems Integration and Customized support services would be quite expensive to deliver.

5. What implementation problems should PSS managers anticipate? How can PSS manages successfully overcome them?
how would fees be structured? provide 90-days as an initial free period? Charge it via annual contract? Communicating the details of the Microsoft Support Network 1.0 would also be a challenge Trish did not want customers to respond to the new program by saying, You mean I have to pay for something I used to get for nothing

Case analysis: The Design of Microsoft Support Network 1.0

File: Microsoft_CAN_Riyas_Rupesh