Microsoft Operations
Delivering the Next Great
KATRINA
WHITE / OPERATIONS ACCOUNT MANAGER
Experience
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
Grow
China
APOC is All in
Drive Growth
Engines
1) Champion Cloud
Experiences
2) Build People & Org
Capability
1) Localize Right
2) OTU Execution
3) Winning with
Partners in
Breadth
4) Driving Annuity &
Solutions in Depth
ROC Shared
Services
Move Upstream in
the Sales Cycle
1) VLA extend to
other T-36
Network
support
activities
and managed
2) Promotion
services
Council Admin
3) Optimize Rebates
People
“Ready Now” Bench Strength to Meet Growth and Innovation
1) Develop and Grow Talent
2) Acquire Talent through Internship Program
3) Be Accountable for People Initiatives
APOC Compete
Competitive
Differentiator
1) One-MS GTM
Approach
2) Contribute to ATU
Success
3) Build Compete
Mindset @ APOC
Partner & Field Organisation &
FY11 Commitments
FY11 P&F Commitments
Compete
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
Operational
Excellence
1. P&F global
operational and
engagement models
2. LMX - Be the voice
of the P &Field in
release of partnerfacing tools and
systems
3. Green P&F Scorecard
4. Enable Select Plus
Ops Readiness to drive
adoption
5. Privacy &
Compliance
People
Potential
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
Growth
Engines
Launch and execute on
the Growth Engines
Strategy
- Scaling Cloud
- Grow China
- Grow SMB Share
Field
First
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
Strategy to Execution
Your 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
Strategy to Execution
Your 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 Execution
Your 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…
Communications…
* 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
* 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…
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•
•
•
•
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 Operations
Delivering the Next Great Experience