Asia-Pacific Operations Center APOC Enterprise Operations

Asia-Pacific Operations Center

APOC Enterprise Operations – Organization Chart Wei Kien YEO Senior Manager, APJ Enterprise Operations Siaw Shan LEE Admin Assistant Jin Gee OON Business Manager Gilbert HENG Eleanor YEE Senior Manager, Enterprise VL Programs Yik Khong SONG Program Manager, EA Faye WONG Program Manager, Services June FOO Program Manager, Academic & Public Sector Enterprise Programs Bernard HO Irene TAY Senior Manager, SMS&P, VL Pymt, SPAGS, SAB, COEM, CRM Dennis YONG Program Manager, OV, Open, COEM U Li ONG Program Manager, SPAGS, SAB, CRM Albert XIE Angie TAY Bommena HARITHA Diana NG Laurence CHIN Zheng Yi CHNG SMS&P, VL Payment, SPAGS, SAB, COEM, CRM APAC/GCR Licensing Processing & Biz Systems Manager Vincent CHIN Business Process Owner Lisia CHAN Licensing Ops Specialist (Shared Services) (Enterprise Agreement) Elaine CHONG Gio ONG Grace YANG Julie KHOO Sok Hoon YER Trinia LIU Vonda LEE Wei Ling ONG Hai Wei POH Jesslyn YEE Lina TEOH Lynn LER Mabel TANG Nicole GOH Lauren LO Licensing Ops Specialist Denise CHEN Licensing Ops Specialist (Select) Bee Hoon NG Fulfillment Manager Bee Khim NG Fulfillment Specialist Kaiko NAKAYA Fulfillment Specialist Sean NG Fulfillment Specialist (CASA & Service Agreement) Eileen NEO Emily NEO Mei Lin FOO Wee Lian SIM Barbara KWOK Licensing Ops Specialist (Shared Services – Select & Adjustments) Chrisann HOO Karen LIM Won Hee CHOI Siew Lee WONG Licensing Ops Specialist (SMS&P Agreement) Annie LIAU Mandy LIN Winnie NG Yuka IKUTSU

APOC Enterprise Operations – Core Functions • • •

How LARs Rated APOC In FY 06… FC 1: Please rate your satisfaction with the overall quality of the communication you receive (excluding Query Management) from APOC D 1: Please rate your satisfaction with the overall Query Management process EF 1: Please rate your satisfaction with the overall Invoicing process K 1: Please rate your overall satisfaction with the Turnaround Time on processing of agreements K 3: Please rate your overall satisfaction with the Accuracy of processing of agreements G 1: Please rate your satisfaction with the overall Media Fulfilment and Product Delivery process

Processing Inquiries – Two-Hour Response Outcomes: • • • Created and implemented a process to meet challenging internal-SLA for VL inquiries on agreements, orders and invoicing Response rate improved from around 2% at start of project, to over 70% No adverse impact on response quality or work-life balance Initiative Details: • • • Team leads constantly monitor the queue to ensure fair and equitable distribution of workload and to ensure ITRs are promptly assigned Adjusting work hours on rotational basis to better cater to different time-zones For ITRs exceeding two inbound emails, customer is contacted by phone to expedite resolution (ITR is closed 81% thereafter) 72% Timely and regular reports to team on 79% 84% performance of Valid inquiries. ITRs 82% 80% 71% 70% missing SLA require business justification All operators are benchmarked against target SLA, i. e. rewards are pegged to performance

Fulfillment – CD/DVD Option • DVD and CD Preference Kits will be offered for Select and EA from late 2006. This provides customers with the format they prefer (if available). Not all media will be available on both CD and DVD. • For existing Select and EA customers: – Tool has been created, accessible via MVLS for customers to declare their media preference. Similar functionality is also available on explore. ms for the Channel Partners to act on customers’ behalf – Default is set as ‘DVD’ preference for all Select/EA kits, if available. Only customers opting for CDs will need select as such.

DVD Adoption Rate

Fulfillment – Special Identification for Media • In APOC, we work with COMs and Subsidiaries to strip in additional text or use special packaging to prevent abuse for special promotion or huge media order. MOE Student Media For the Government of India Use Only This software is donated to the Taipei City Government

Agreements Processing – Process Flow What Happens When An Agreement Arrives At APOC Agreement arrives at APOC Service Request created in MSE to facilitate tracking Automated Acknowledge ment triggered from MSE to Partners to notify them that Agreement is being processed Enter Agreement details into System EA Agreements will have to go through secondchecker checking process Validate Agreement details against Program Rules Forward Agreement to Microsoft Operations representative for signature Send Original Agreement to Partner or Microsoft Subsidiary End of Process Acceptance Letter is automatically triggered upon activation of the Agreement in the System Photocopy and file legal copy of the Agreement Notify Partner that the Agreement has been activated. Proceed to close the Service Request

Processing Priority Matrix BEFORE AFTER Quadrant 1 Quadrant 3 Quadrant 2 Quadrant 4 Cut off – 2 working days prior to fiscal month end (EA/Select/CASA)

Australia EA Revenue Spread – Final Week Sep’ 06 BEFORE AFTER Quadrant 1 Quadrant 3 Will be processed by month-end Best effort basis only 1 5. 5% 19 51. 4% - - 6 2. 7% 5 10. 1% 2 12. 3% - - 9 17. 9% Resolved with Partners/Subs as quickly as possible. Likely to be processed by month-end Best effort to fix & resolve. Must ensure that revenue controls are in place (e. g. signatures) Quadrant 2 Quadrant 4 Snapshot – last week of September 2006 for Australia only. Cut off – 2 working days prior to fiscal month end (EA/Select/CASA)

Australia Partners – FY 07 YTD Invalids %

Australia Partners – FY 07 YTD Invalids Symptoms

S EPTEMBER 2005 Christmas Day Monday Tuesday i S s Ho lid ay pd a & r Ag t n to pp or (Increased) Su S EPTEMBER 2006 J UNE 2006 September 2006 m ee s m ub te C r lie r. September 2005 Ea June 2006 em in de r id vo A s t en Se nd Quarter-End Cut-Off al Inv n o m om Increase Processing Capabilities Number of Enterprise Agreements i ’M ds i R id Val se U s e tak s U esk n. D atio om C For Pu bl ic Sep’ 06 “Tsunami” & Mitigating Actions ls Dea x ple Daily Capacity (Standard) Wednesday Thursday Friday

SAB Survey • Help us help you… • FIVE questions to: • assess reach and overall usefulness of Ops guidebook • determine changes in delivery format (hardcopy vs online) • get feedback on existing and future content

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