Microsoft OperationsDelivering the Next Great Experience

KATRINA WHITE / OPERATIONS ACCOUNT MANAGER

Agenda• WPC – A Message from Matt Rossmeissl, VP

Commercial Operations– Monitoring Your Performance as we support you– Reducing Your Operations Costs– Supporting Your Channel Incentive– Embracing Cloud Services

• Microsoft Operations FY11 Strategy & Commitments– Microsoft Operations Strategy at a Glance– FY11 APOC Priorities– Partner & Field Organisation & FY11 Commitments

• Strategy to Execution – Your Partnership with Microsoft Operations

WPC – Message from Matt Rossmeissl,VP Commercial Operations

– Monitoring your Performance as we support you– Reducing your Operations Costs– Supporting your Channel Incentive– Embracing Cloud Services– Connecting to Operations

Microsoft Operations FY11 Strategy & Commitments– Microsoft Operations Strategy at a Glance– APOC FY11 Priorities– Partner & Field Organisation & Commitments

Operational Excellence

Growth Engines

Field First

Compete Ready

People Potential

FY11 APOC Priorities

Scaling Cloud Services

APOC is All in

1) Champion Cloud Experiences

2) Build People & Org Capability

GrowChina

Drive Growth Engines

1) Localize Right2) OTU Execution3) Winning with

Partners in Breadth

4) Driving Annuity & Solutions in Depth

ROC Shared Services

Network support and managed

services

Move Upstream in the Sales Cycle

1) VLA extend to other T-36 activities

2) Promotion Council Admin

3) Optimize Rebates

APOC Compete

Competitive Differentiator

1) One-MS GTM Approach

2) Contribute to ATU Success

3) Build Compete Mindset @ APOC

People“Ready Now” Bench Strength to Meet Growth and Innovation

1) Develop and Grow Talent2) Acquire Talent through Internship Program3) Be Accountable for People Initiatives

Partner & Field Organisation &FY11 Commitments

FY11 P&F Commitments

1. Build resource models for teams,

processes and tools to ensure smooth/ timely

transition to new models, while meeting

NSAT.2. Define engagement model & comms plans for the new Channel

Redesign model

1. P&F global operational and

engagement models2. LMX - Be the voice

of the P &Field in release of partner-

facing tools and systems

3. Green P&F Scorecard4. Enable Select Plus

Ops Readiness to drive adoption

5. Privacy & Compliance

1. Converge Curriculum with MS Operations

Excellence Certificate Program (OAM

Discipline).2. Build ROAM

Community via Global ROAM Summit.

3. Drive Mentorship and Learning Circles.

4. Leadership Development

Launch and execute on the Growth Engines

Strategy- Scaling Cloud- Grow China

- Grow SMB Share

1. Support the Field First strategy through

providing ROC as a shared service:

2. Drive ROC value add through enhanced

services & solutions; shifting services from the field to the ROCs;

deliver results that matter to field sellers

and leaders

Compete Operational Excellence

Growth Engines

FieldFirst

People Potential

Strategy to ExecutionYour Partnership with Microsoft Operations• Monthly Engagement rhythm with Operations Account

Manager– Partner Operations Scorecard – valid agreements, order

accuracy, true up compliance, elearning certification, accounts receivable• Aligned to rebates – transition to Global Scorecard in H2

– FY11 – eAgreement Utilisation, Digital Adoption, OLS Activation

• Monthly Operations Live Meeting – training & awareness• Monthly Operations Breakfast Forum – listening circle,

collectively identify areas for improvement, build a community of operations experts, review operations Roadmap

• Annual Regional Operations Conference – Singapore Nov 2010

Strategy to ExecutionYour Partnership with Microsoft Operations• Field First – returning hours to the field

through ROC Shared Services– Volume Licensing Administrator– Support for Licensing Specialists & PAMs –

enabling them to sell versus administer/transact

– Query Management & Live Chat Support / Extended Support Hours for ANZ

• Partner Satisfaction is key performance metric for every operations employee– Annual Operations Survey (April) / Pulse

Survey (November)– MS Accelerate – focus on FY11 key drivers

from survey• Programs, Systems & Tools, Go-Digital, &

Query Management

Strategy to ExecutionYour Partnership with Microsoft Operations• Supporting Growth Engines– Scaling Cloud Services• Better reporting to manage &

operationalise this business• Cloud Champions within Operations• Understanding how we compete in

this space operationally – we need to hear you!!!

• People Potential – continued investment in Operations Account Managers via OAM Academy & OAM Certification

• Readiness

P&F Readiness Execution

eLearning….* FY11 Refresh: April, 2010* WW Certification Goal: 95% ( by March)* All LAR, Disti, ISV, SBC & SPLA partners* 1st employee in each company certified during this window period (July-Sept. 30) will get a webcam

Global Handbook….* ENGLISH VERSION PUBLISHED – ISV, EA, Select, Select Plus, GGWA, SPLA will be published to Explore.ms on the 1st October. Localized version will be published on the 22nd November.* ENGLISH VERSION PUBLISHED - CASA, Open, Open Value handbooks will be published to Explore.ms on the 26th November. Localized version will be published on the 15th February.

Partner Forum…* 10 Forums in total* 6 programs slots – 2 LAR, 2 Disti, * 2 Academic* 4 systems slots – 2 LAR, 2 Disti* 8 additional optional slots in the months August-November and February-May, to allow for both a LAR and a Disti slot to be in place for each of those 8 months

Communications…* Global Opscomm* Channel Partner Roadmap (Quarterly)* APOC CPE Bulletin (Quarterly)* Quarterly Executive Newsletter

P&F Readiness Execution

Supplemental Guide: CASA & Select Plus

Global Quality Desk: Opscomm & handbooks

Global Vendor

WW Best Practice

Regional Training Governance

Channel Incentives Redesign – CHIP Tool

Cloud Ready

Leave this room & remember…• Operations as a Trusted Advisor to your ops business

• Operational Excellence• Scaling Cloud Services – we are aligned!• Compete Ready• Partner & Field Focused–sales enablement & support–APOC as a Shared Service

• Connect to Operations – we are here to listen!

Microsoft OperationsDelivering the Next Great Experience