Wei Yang Chua Director Enterprise Operations Microsoft Asia

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

Agenda • APOC Overview • Topics Covered in Operations Track • Vision for MS Operations & Operations Strategies • FY 05 Initiatives Summary Microsoft Partner Conference 2004 2

Microsoft WW Operations 5 Operations Centers servicing customers worldwide European Ops Center Ireland GMT OEM global Ops Center U. S. GMT-8 Microsoft Partner Conference 2004 USOC North America GMT-8 Asia Pacific Ops Center Singapore GMT+8 Latin America Reg. Ops Center U. S. (Miami) GMT -5 3

Advantages & Disadvantages of a Regional Operations Center Advantages • Shared Headcounts • Better Job Refinement • Shared Fixed Costs: – Warehouses – CD Stampers – Printing Plates – Systems Microsoft Partner Conference 2004 Disadvantages • Distance • One Model Fit All • WW Infrastructure • Air Freights • Language Support 4

Role of A Regional Operations Center 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 Microsoft Partner Conference 2004 5

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APOC – Roles & Responsibilities Patrick Lung General Manager, APOC Programs Account Management Functional Ownership Diana Ngien Administrator Wei Yang Chua Director, Enterprise Operations (1) (2) (3) (4) (5) Enterprise Agreement Select Agreement Academic Government Services contracts & billings for PSS Premier Daniel Yue Director, SMS&P & Channel Operations Vijaya Sambnani Director, Program/CDDG Operations & CPE (1) (2) (3) (4) CFPP System Builder Channel MBS Open Suite of Volume Licensing (5) PIPC (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) LAR (2) ESA (1) Distributors (2) Software Advisors (1) Partner & End-customers (2) Certification customers (3) IT Professionals (1) Program Management (2) Systems (Licensing) (3) Business Process Management (VLO non. Open) (1) (2) (3) (4) (1) Program Management (2) Call center management (3) Business Process Management Microsoft Partner Conference 2004 Channel Management Pricing Systems (FPP & Open) Business Process Management (FPP & Open) Daniel Wong Director, Supply Chain Operations Teddy Liu Director, Special Projects Group (1) All VLO programs (2) All CFPP programs (including H&E & Xbox) (3) All MBS fulfillment (4) All Partner, Endcustomer & Developer programs (5) PIPC (Manufacturing & Distribution) (1) Six-Sigma (2) Product Activation (1) (2) (3) (4) (5) (1) (2) (3) (4) Demand Planning Manufacturing Distribution First Article Inspection Fulfillment (VLO & Programs) (6) Anti-piracy Six Sigma Product Activation Central Purchasing Project Management Yasutaka Hirano Japan Site Manager For Japan, (1) All VLO programs (2) All CFPP programs (including H&E) (3) All MBS fulfillment (4) All Partner, Endcustomer & Developer programs (5) PIPC (1) On-site management of Japan-based operational staff 7

Topics 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 Microsoft Partner Conference 2004 8

Vision for MS Operations & Operations Strategies “Millions of Transactions – One Great Experience” • Improve on systems, processes and tools to create a Trustworthy Operation • Focus and improve on Customer Partner Experience with Microsoft Partner Conference 2004 9

FY 05 Initiatives Summary 1. 2. 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 FY 04, gaining organizational momentum and funding 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 Microsoft Partner Conference 2004 10

FY 05 Initiatives Summary 3. 4. 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. Customer Connection Center (C 3) ■ Single destination for commercial customers on Microsoft. com ■ C 3 linked to two primary Microsoft strategies ■ Broad Customer Connection ■ Improved Customer & Partner Experience Microsoft Partner Conference 2004 11

FY 05 Initiatives Summary 5. 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: ■ ■ ■ 6. Introduce differentiated service offerings Create a more cost effective, scaleable operations model Redefine the channel and program management roles Trustworthy Operations (Run the business) ■ ■ ■ Microsoft Partner Conference 2004 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. 12

FY 05 Initiatives Summary 7. Customer & Partner Experience ■ ■ Microsoft Partner Conference 2004 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 13

Our CPE Commitments At a Leadership Level driving towards the same goal NSat+7 Building a culture of accountability from the customer perspective 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 Microsoft Partner Conference 2004 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. 14

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