CAN Analysis For Microsoft Corporations
Bhargav Deliwala
Shalin Parikh
EPGCMM-006-06
EPGCMM-006-19
Microsoft Corporation: The design of Microsoft Support Network
Question 1- What factors suggest that Microsoft’s PSS Division needs a more comprehensive and flexible approach for its service offerings?
Answer 1-
Service Cost :Service Cost is always a concern for any organization. A routine review it was found that service cost increased from thedivision's Profit and Loss statement. It was projected that service expenditures would become an immense problem in three years.
Customer Perception:
Customer Perception on poor Quality Service Support :Service Support: At the same time, a PSS marketresearch survey discovered that customers, particularly those that had used severalMicrosoft products, were very confused and frustrated with Microsoft's technical support services. Beside this, Microsoft’s support services were not user friendly. 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.
Customer didn’t had clarity w.r.t Microsoft 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 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.
Because of all this factors it was clear that Microsoft’s PSS Division needed comprehensive and flexible support
Shalin Parikh
EPGCMM-006-06
EPGCMM-006-19
Microsoft Corporation: The design of Microsoft Support Network
Question 1- What factors suggest that Microsoft’s PSS Division needs a more comprehensive and flexible approach for its service offerings?
Answer 1-
Service Cost :Service Cost is always a concern for any organization. A routine review it was found that service cost increased from thedivision's Profit and Loss statement. It was projected that service expenditures would become an immense problem in three years.
Customer Perception:
Customer Perception on poor Quality Service Support :Service Support: At the same time, a PSS marketresearch survey discovered that customers, particularly those that had used severalMicrosoft products, were very confused and frustrated with Microsoft's technical support services. Beside this, Microsoft’s support services were not user friendly. 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.
Customer didn’t had clarity w.r.t Microsoft 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 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.
Because of all this factors it was clear that Microsoft’s PSS Division needed comprehensive and flexible support