Management Portfolio of Microsoft Corporation - Research Paper Example

Management Portfolio of Microsoft Corporation XYZ ----Any USA Career and Company Analysis The company I chose for a career position is Sr. Quality and Business (QBE) Program Manager for Microsoft Corporation. The company’s vision statement is as follows: “at Microsoft, our mission and values are to help people and businesses throughout the world realize their full potential” (Our Mission, 2010). This is the type of company where employees are encouraged to improve, and simply one reason that Microsoft has been able to be a long time industry leader. The field of managing computer software, computer hardware, and electronics is a constantly changing and challenging one that would be fulfilling to work in. Microsoft is a leader in their field, and the role of Sr. QBE Program Manager would provide me the opportunity to see the rewards of my hard work. A section of Microsoft’s value statement is: “We take on big challenges, and pride ourselves on seeing them through. We hold ourselves accountable to our customers, shareholders, partners, and employees by honoring our commitments, providing results, and striving for the highest quality.” (Values, 2010). This focus on constant improvement is one reason why I would enjoy the Program Manager role. Linkedin.com (2010) mentions that the individual in that role will drive continuous improvement through Microsoft processes worldwide (LinkedIn, 2010). In addition, the Program manager will use best practices techniques in leading and mentoring others on the team in their projects (LinkedIn, 2010). Being able to lead and teach others techniques that I mastered through time and effort would be a rewarding experience. The type of positive environment at Microsoft can be seen from their formal global diversity and inclusion strategy for the future (A Vision and Strategy for the Future, 2010). Three hubs of the strategy are: (1) representation; (2) inclusion; and (3) innovation. The part that I found in particular appealing was the inclusion strategy. In this, the company wants to engage their employees in meaningful careers and encourage employees to focus on social networking, cultural awareness, community service, heritage celebrations, and career development (A Vision and Strategy for the Future, 2010). The company appears to realize the importance of each of these items for employee development and wishes to assist the community and their employees. Cynthia Solomon was a previous Microsoft employee and mentioned that the Sr. Program Manager is responsible for project oversight from the start until it is implemented (Jimenez, 2002). In addition, the specifications or ‘specs’ that are written by Program managers will affect many others from the marketing department to the end-users. Hence, it requires a great deal of strong communication and interaction ability (Jimenez, 2002). Another former Microsoft Program Manager summed up the ideal candidate for his role as follows: Strong interest in what computing can do. Great communication skills. Strong views on what is right, but very open to new ideas -- the best PMs are not necessarily those with the best ideas, but those that insure the best ideas get done Selfless -- PM is about making sure the best work gets done by the team, not that your ideas get done.  Empathy -- As a PM you are the voice of the customer so you have to really understand their point of view and context  Entrepreneur -- as a PM you need to get out there and convince others of your ideas, so being able to is a good skill (Sinofsky, 2005). A final discussion with a former Program Manager at Microsoft revealed more insights. Adam Herscher was interviewed about his Microsoft position and said that a passion for the job along with an understanding of the software and technology is important. In addition, the challenge is there for managing customer requirements; limited resources; and competitive offerings. Being intelligent in how to manage those constraints is required, even if it would mean having to eliminate or postpone having a certain product feature (Herscher, 2007). The job of Sr. QBE Program Manager is described in detail at Microsoft’s website (Microsoft Talent Network, 2010). Since continuous improvement in all areas is a focus, a requirement is having Six Sigma Master Black Belt Certification (Microsoft Talent Network, 2010). V. Sastri’s (2005) article on Six Sigma mentions how the focus is on high quality products; cost reductions; and efficient operations. By using data to benchmark statistics and improve decision making, the results can be very impressive if done properly. The goal of Six Sigma is to produce products with only 3.4 defects per 1 million items produced (Sastri, 2005). Six Sigma (2010) describes the process as one of the more influential management processes ever used. (Six Sigma, 2010). There is no doubt that many world class companies including Microsoft have had success with it and consider it an important element for their Sr. QBE Managers to master. Six Sigma (2010) goes on to state that the six sigma process can be either a metric, a methodology, or a management process. In practice, it usually is all three simultaneously. The idea behind Six Sigma is that if there is a way to measure defects, then there is also a way to methodically analyze and reduce the defects until close to zero defects is achieved (Six Sigma, 2010). The core of the process involves: (1) defining opportunity; (2) measuring performance; (3) analyzing opportunity; (4) improving performance; (5) controlling performance; and (6) transferring best practices out to other departments in the organization (Six Sigma, 2010). Needed Skills and Abilities To work as a Sr. QBE Manager, Microsoft requires the following: 10+ years of related experience Bachelor’s degree required, graduate degree preferred. Background in IT or software engineering will be a plus. Six Sigma Master Black Belt Certification required Strong written/oral communication skills required along with desire to communicate with business leaders 8-10 years of relevant transactional business experience in Operations or Services organization Experience deploying Six Sigma or process improvement programs Demonstrated ability to motivate self and others, has the ability to mentor and coach others Conflict/Negotiation management; ability to impact and influence at a GM or VP level Project management experience is must Prior consulting experience – preferred Strong process orientation skills; ability to develop enterprise-wide solutions Good analytical skills with Minitab or equivalent software is a must. (LinkedIn, 2010) Gap analysis Skill Current Required Gap to Address 10+ yrs. experience entry level candidate entry level—10 years experience BA or masters degree Associates degree BBA degree in 09/2011 Six Sigma Master Black beginning level preparing to begin program Strong communication goal met goal met and improving 8-10 yrs. Transactional Business experience management skills additional IT specific experience Experience deploying Process improvements none--entry level entry level—experience needed Demonstrated motivational Abilities goal achieved goal met Conflict/negotiation Management entry level entry level—experience needed Project management n/a experience required Strong process orientation good continuing development only Good analytical skills good analytical skills goal met Minitab or equivalent software none-entry level Minitab experience required Action Plan My action plan to become a Sr. Quality and Business Program manager as Microsoft Corporation is one I wish to plan for as best as possible. I feel I have a foundation already well prepared, and can build upon my current skills to achieve my goal. I plan to obtain my bachelor’s degree in Business Administration in the fall of 2011. From there I have a desire to enter graduate school where my focus and concentration can continue in the field of Information Technology. Gaining solid experience in the Information Technology field remains a focal point. While I am in graduate school, I would like to work on an internship in IT, and hopefully continue after graduation with the company of my choosing. In choosing a master’s thesis, I already would like to do additional and new research with Six Sigma. I have a strong desire to obtain progressive certification in Six Sigma, and given time, I can meet my goal of Master Black Belt Certification. I have the benefit of prior business management experience, which has given me strong communication skills that I can continue to build upon. By the same token, through my prior management experience, I have gained useful skills in working through negotiation and conflict resolutions. These again are skills I have the foundation for and that I will continue to build upon as time progresses. Another requirement for a Sr. Quality and Business Program manager at Microsoft is project management experience along with software experience. I believe that this process is already underway with my current skills, but I have a desire to improve my management attributes throughout my undergraduate and graduate schooling by leading team projects and seeking out any clubs and organizations that I would have a desire to lead or actively engage in. My software experience I will improve on at every available opportunity. Artifacts I feel that I will have a strong portfolio to offer Microsoft for the role of Sr. Quality and Business Program manager. I will have a copy of my bachelor’s degree in Business Administration along with a copy of my master’s degree in Information Technology to include. I have already strong references including previous managerial positions which I will include in my portfolio, but I plan to use positions from my internship through other IT positions held as references in my portfolio as well. My uncle worked for Microsoft, and is one reason why I chose this position. I feel that he can give the company a good idea of my ability, desire, and skills with a letter of recommendation. Along with the above, I plan on including examples of my IT projects from classes while working on my degree. This would include my master’s thesis on Six Sigma. Certifications that recognize my ability to master Six Sigma I will also include. References A Vision and Strategy for the Future (2010). Web. http://www.microsoft.com/about/diversity/en/us/vision.aspx accessed 8 October 2010. Alli, A. Winter, G., & May, D. (2007). Globalization and Its Effects. International Business and Economics Research Journal 6(1), 89-96. Web. http://www.cluteinstitute-onlinejournals.com/PDFs/200786.pdf accessed 8 October 2010. Bort, J. (2009). The Microsoft Update. Web. http://www.networkworld.com/community/node/38900 accessed 8 October 2010. Business Day (2010). Microsoft Corporation. The New York Times. Web. http://topics.nytimes.com/top/news/business/companies/microsoft_corporation/index.html accessed 8 October, 2010. Community Affairs (2010). Microsoft. Web. http://www.microsoft.com accessed 8 October 2010. Directions on Microsoft. (2010). Web. http://www.directionsonmicrosoft.com/sample/DOMIS/orgchart/sample/orgchart.html accessed 8 October 2010. Eaton, N. (2010). Is it time for Microsoft’s Steve Ballmer to go? Web. http://blog.seattlepi.com/microsoft/archives/215326.asp accessed 8 October 2010. Encyclopedia.jrank.org (2010) Ballmer, Steve: Overview, Personal Life, Career Details, Chronology: Steve Ballmer, Social and Economic Impact. Web. http://encyclopedia.jrank.org/articles/pages/6097/Ballmer-Steve.html accessed 8 October 2010. Financial Review (2009). Microsoft Corporation Annual Report. Web. http://www.microsoft.com/investor/reports/ar09/10k_fr_dis.html Accessed 8 October 2010. Hawker, N. (2009) Remarks on An Ethical Perspective of Antitrust Law. Web. http://www.antitrustinstitute.org/files/272.pdf accessed 8 October 2010. Herscher, A. (2007) The Road Less Travelled. Web. http://adamjh.blogspot.com/2007/03/microsoft-program-manager-interview.html accessed 8 October 2010. InformationWeek (2010). Cloud Services will Create over 3 lakh Jobs in India by 2015. Web. http://www.informationweek.in/Cloud_Computing/10-05 27/Cloud_services_will_create_over_3_lakh_jobs_in_India_by_2015.aspx accessed 8 October 2010. Jimenez, R. (2002). What Makes a Microsoft Program Manager? http://www.stcwvc.org/galley/0209/b01prog_management.htm accessed 8 October 2010. Latamore, B. (2010). Virtualization, the Cloud, and Mobile Computing Combining to Create Computing Fourth Wave. Web. http://wikibon.org/wiki/v/Virtualization,_the_Cloud,_and_Mobile_Computing_Combining_to_Create_Computing_Fourth_Wave accessed 8 October 2010. LinkedIn (2010). Sr. QBE Program Manager Job at Microsoft. Web. http://www.linkedin.com/jobs?viewJob=&jobId=1146935 accessed 8 October 2010. Microsoft 2010 Citizenship Report (2010). Web. http://www.microsoft.com/about/corporatecitizenship/en-us/our-commitments/reporting accessed 8 October 2010. Microsoft Community Affairs (2010). Web. http://www.socialearth.org/microsoft-community-affairs-power-found-in-partnership accessed 8 October 2010. Microsoft Corp: Key ratios, Operating Efficiency. (2010). Web. http://moneycentral.msn.com/investor/invsub/results/compare.asp?Page=ManagementEfficiency&Symbol=MSFT accessed 8 October 2010. Microsoft Mission Statement (2010). Web. http://www.samples-help.org.uk/mission-statements/microsoft-mission-statement.htm accessed 8 October 2010. Microsoft News Center (2010). Web. http://www.microsoft.com/presspass/default.mspx accessed 8 October 2010. Microsoft Standards of Business Conduct (2010). Web. http://www.microsoft.com/en/us/default.aspx accessed 8 October 2010. Microsoft Talent Network (2010). Web. http://www.microsoft-careers.com/job/Redmond-SR_-QBE-Program-Manager-Job-WA-98052/946028/ accessed 8 October 2010. Nadel, B. (2009) Mobile Tech 2010: Five Trends that will change our Lives. Computerworld. Web.http://www.computerworld.com/s/article/9127152/Mobile_tech_2010_Five_trends_that_will_change_our_lives accessed 8 October 2010. Operation Efficiency Ratios. (2010). Web. http://www.1st-stock-investment.com/financial-ratio-analysis/operation-efficiency-ratios.php accessed 8 October 2010. Our Mission. (2010). www.microsoft.com Web. Accessed 8 October 2010. Sastri, V. (2005) Integrating Product Development Part I: Design For Six Sigma http://www.mddionline.com/article/integrating-product-development-part-1-design-six-sigma accessed 8 October 2010. Shazly, M. & Butts, R. (2002). In quest of Profits: Legal and Ethical Implications Facing Microsoft. International Journal of Social Economics. 29 (5), 346-355. Sinofsky, S. (2005). PM at Microsoft. Web. http://blogs.msdn.com/b/techtalk/archive/2005/12/16/504872.aspx accessed 8 October 2010. Six Sigma (2010). Web. http://www.businessballs.com/sixsigma.htm accessed 8 October 2010. Taylor, J. (2010) Google vs. Apple vs. Microsoft. Better Trades. Web. http://www.better-trades.com/analyst-exchange/tech-comparisons/google-vs-apple-vs- microsoft.asp accessed 8 October 2010. Values (2010). Web. www.microsoft.com accessed 18 October 2010. Wilcox, J. (2008). Steve Ballmer Sure has a lot to say. Microsoftwatch. Web. http://www.microsoft-watch.com/content/corporate/steve_ballmer_sure_has_lots_to_say.html accessed 8 October 2010. Wingfield, N. (2010). Ballmer Aims to Overcome Mobile Missteps. Print. The Wall Street Journal. 10/4/10, B-1, 1. Yahoo Finance (2010) Microsoft Corporation: MSFT. Web. http://finance.yahoo.com Accessed 8 October 2010. Appendix A Chapter 1 1. Microsoft Corporation is a software and computer technology firm that has roots beginning in 1975 (Business Day, 2010). The majority of revenue stems from the Microsoft Office Product line along with the Microsoft Windows Operating Systems. The company is also active in internet search, mobile phones, music devices, and game consoles (Business Day, 2010). The principle competitors are Google and Apple. The company is active worldwide and has 88,596 employees with sales revenue in 2010 at $62.48 billion dollars and profits coming in at $18.76 billion dollars (Wingfield, 2010). 2. Compared to its rivals, Microsoft is under pressure to remain a leader. This is especially true in the consumer products division (Eaton, 2010). The mobile products are being dominated by rival Apple Corporation, and even Microsoft’s reliable Office product is under threat from free online products (Eaton, 2010). Apple saw profit almost double from $4.83 billion in 2008 to $8.23 billion in 2009. Microsoft saw profit go from $14.57 billion in 2009 to $18.76 billion in 2010. Google had profit of $6.52 billion in 2009 versus a profit of $4.22 in 2008 (Yahoo finance, 2010). In short, Microsoft still maintains dominance, but the future is not as promising as it once was due to ever changing consumer taste and new and innovative technology that rivals are presenting. 3. The CEO of Microsoft is Steve Ballmer. He has been with the company since 1980 and began his career by leading the systems software division and focusing on marketing. He helped Bill Gates with strategy since 1980 onward. In 1984, he oversaw work on Windows, and was named the head of the systems software group. In 1992, he was promoted to head of Worldwide Sales and Support. In 1998, he was named the President of Microsoft, and was officially appointed CEO in 2000 (encyclopedia.jrank.org, 2010) 4. Steve Ballmer was a key player in the success of Windows 95 along with Windows XP, and he also helped launch the first Xbox game console (Eaton, 2010). However, his tenure as CEO has not been without significant issues. Windows Vista did not get good reception from customers, and the Zune media device could not compete with Apple’s iPod (Eaton, 2010). Another strategic error was the sudden discontinuation of Microsoft Kin. It showed promise, and had much money invested into it when it was discontinued (Eaton, 2010). Finally, the stock price for Microsoft never made substantial gains after Mr. Ballmer took over as CEO, which made for some consumer uncertainty (Eaton, 2010). Chapter 2 1. The task environment Microsoft is facing is a difficult one due to heavy competition and constant change. Opportunities include the new Windows Phone 7, which Mr. Ballmer feels can compete with Apple’s iphone and Google’s Android. Internet search is yet another opportunity for the company to expand in (Wingfield, 2010). Threats for Microsoft are with the idea of consumers moving away from the traditional desktop and laptop PC’s to the more portable products that rivals are doing well in. To remain competitive, Microsoft needs to have success with the new high growth mobile phone market (Wingfield, 2010). 2. The task environment has been influenced by the general environment over the last decade. An article in Computer World noted how net books have emerged along with smart phones without keypads. Smartphones are expected to continue to dominate by future improvements with the product and more features to attract consumers (Nadel, 2009). The latest wave is summed up as: “a convergence of hardware visualization, cloud computing, and a new generation of mobile computing” (Latamore, 2010). 3. Sources of uncertainty in the task environment facing Microsoft is with the long reliable Microsoft Windows platform being in increased danger (Latamore, 2010). The new generation of mobile devices such as the iPod and Android are two prime examples. Microsoft does recognize the threat and has worked hard to produce the Windows Phone 7 to attempt to counteract the issue (Wingfield, 2010). 4. The strengths of Microsoft lie with the enterprise software market; the Windows operating system; and with Microsoft Office (Eaton, 2010). The weaknesses of Microsoft lie in the consumer product division (Eaton, 2010). Since search, mobile devices, and software are all important to consumers, it is not yet clear how much of an advantage Microsoft has over rivals such as Apple and Google (Taylor, 2010). Chapter 3 1. Globalization certainly has been a major force for Microsoft. Globalization is described as: “the phenomenon that the degree of global human interaction increases to such an extent that both its primary markets and the reactions it provokes, give rise to numerous new developments” (Alli, 2007). The computer and internet are classic examples of this occurring. A major challenge for Microsoft that remains is trying to prevent piracy of their products (Alli, 2007). 2. Microsoft is very active outside the United States. According to the company annual report, revenue for 2009 was $33,052 million for the United States, and $25,385 million for other countries (Financial Review, 2009). As a result, over 40 percent of sales revenue is dependent on countries outside the United States. 3. Although not specified in company reports, large markets remain with Mexico, Asia, and even China becoming more active. There are few if any developed countries that Microsoft has not been present in. 4. Microsoft has benefitted tremendously by globalization, and the nature of its products is a reason for this success. As previously mentioned, over 40% of company revenue is dependent on foreign sales (Financial Review, 2009). In addition, countries such as India are being planned as excellent future markets (Information Week, 2010). Steve Ballmer mentioned: “India will see a surge in consumption of cloud services and companies across the world will look to India to support their transition to cloud computing.” (Information Week, 2010). Chapter 4 1. Microsoft in recent years has been on more shaky ground in the belief that all key stakeholders are satisfied. Since Steve Ballmer took over as CEO in 2000, stock price has never risen above the previous high of $47.03 per share achieved in December 1999 (Yahoo Finance, 2010). In addition, a poll of 1,104 Seattle voters found that 45.4 percent felt that Mr. Ballmer was doing a poor job and leading Microsoft to future irrelevance as compared to rival companies (Eaton, 2010). 2. The ethical climate at Microsoft has not had major issues, and the contributions the company makes on volunteer basis helps the company to maintain a good public reputation. One possible exception to this is with the debate surrounding antitrust laws as mentioned by Shazly & Butts (2002). The authors in their article posted in the International Journal of Social Economics found that Microsoft is very focused on profit maximization, yet was in violation of antitrust laws and engaged in illegal monopolization (Shazly & Butts, 2002). Legal action was performed, but regardless of the legal outcome, there remains some perception that unfair monopolizing was occurring. 3. Microsoft was the focus of adverse ethical issues when the U.S. Department of Justice investigated the company due to monopoly concerns (Hawker, 2009). This would be a systematic and organization wide issue and debate remains how much ethical standards were violated. 4. Microsoft undertakes a great deal of positive social investments to communities worldwide. Microsoft Community Affairs (2010) notes that the company’s community investment programs were one of the first in the industry. The article goes on to note that Microsoft is the largest donator in high-tech, and ranks third among all business in the United States. In 2009, the company donated $47 million in cash and $363 million in software to various worldwide nonprofit organizations (Microsoft Community Affairs, 2010). This is very positive for the company to do, and efforts like this should remain important to Microsoft. Chapter 5 1. Microsoft’s mission statement reads as follows: “At Microsoft, we work to help people and businesses throughout the world realize their full potential. This is our mission. Everything we do reflects this mission and the values that make it possible.” (Microsoft Mission Statement, 2010). Microsoft’s values statement reads: “Microsoft employees are great people who share the following values: (1) integrity and honesty; (2) passion for customers, partners, and technology; (3) open and respectful with others and dedicated to making them better; (4) willingness to take on big challenges and see them through; (5) self-critical, questioning, and committed to personal excellence and self-improvement; and (6) accountable for commitments, results, and quality to customers, shareholders, partners, and employees.” (Microsoft Standards of Business Conduct, 2010). Microsoft’s vision statement is less formalized. Steve Ballmer mentioned it closest when he stated that Microsoft “creates seamless experiences that combine the magic of software and the power of the Internet across a world of devices.” (Wilcox, 2008). Microsoft’s company goals read as follows: “As the world’s largest software company, we help create social and economic opportunities wherever we work, live, and do business.” (Microsoft 2010 Citizenship Report). Also, “our technology innovations, our people, our partnerships, and our day-to-day business make a meaningful contribution to the prosperity of communities and the sustainability of the planet.” (Microsoft 2010 Citizenship Report). 2. In evaluating the mission, vision, values, and goals of Microsoft, I feel that there are substantial and indisputable examples of them living up to these aspirations. There is nothing noticeable to make a substantial criticism with from what is listed. 3. I feel that the firm is living up to the stated mission, vision, values, and goals. Evidence of this can be seen especially in the company goals mentioned above. It is difficult to dispute that many social and economic opportunities have been presented due to Microsoft entering the marketplace. The company mission statement is somewhat vague, but certainly the company has played a large role in helping people and organizations to be more efficient, informed, and productive in the information age we live in. 4. The most significant strategic error that Microsoft made was with Kin social phones. It could have been successful, but was eliminated prematurely (Eaton, 2010). Chapter 6 1. The business-level strategy of Microsoft can be best reflected in the largest unit which is the Business Division (Bort, 2009). In a press conference, Mr. Ballmer and Chris Liddel said that the focus is to (1) invest in marketing and distribution; (2) manage costs intensely; and (3) the use of very careful cash management (Bort, 2009). 2. The corporate-level strategy of Microsoft first recognizes the impact of the global recession (Financial Review, 2009). The report mentions that the company is looking for the economy to first revive, and will then seek out more revenue gains. New versions of Windows and Office are planned. Also, the company made adjustments to their cost structure and business processes. They are focused on selling products in new and emerging markets, and reducing piracy (Financial Review, 2009). Chapter 7 1. Overall, Microsoft is efficiently run at the operating level. Inventory turnover ratio for 2009 was 17.0, while the industry average was 73.3 (Microsoft Corp: Key ratios, 2010). The inventory turnover number is how quickly inventory can be turned into final sales revenue. Lower numbers are generally more positive (Operation Efficiency Ratios, 2010). Asset turnover was .80 compared to the industry average of .70 (Microsoft Corp: Key ratios, 2010). A higher number is better in this case, and shows how quickly assets can generate revenue (Operation Efficiency Ratios, 2010). Finally, receivable turnover was 5.2 versus the industry average of 7.2 (Microsoft Corp: Key ratios, 2010). A higher number is better and would reflect quicker disposing of A/R and greater chance for collection of accounts on credit (Operation Efficiency Ratios, 2010). 2. Ways that the firm could improve the operating efficiency would be to reexamine credit policies. In addition, inventory turnover is at such a good number that more on-hand goods could be needed to keep up with demand. 3. Microsoft would fall into the category of a service firm more than manufacturing. 4. The product offerings for Microsoft will generally be standardized as it would not be possible to customize to each individual customer given the number of products produced. However, many products should have built-in options where the customer can customize their own preferences and settings to at least some degree. Chapter 8 1. The company has a hierarchical organizational structure (Directions on Microsoft, 2009). 2. The structure of the organization does appear to match company strategy. The chart places equal importance on the actual business divisions versus sales and operations. No distinctions appear to be made, and is consistent with trying to expand sales revenue as much as possible (Directions on Microsoft, 2009). 3. Microsoft’s organizational chart is a tall one versus a flat one. This does appear appropriate given the company goals (Directions on Microsoft, 2009). 4. The span of the CEO control appears appropriate. There are five officers directly reporting to Mr. Ballmer including: (1) President of Business division; (2) Co-Presidents of Platform Products and Services; (3) President of Entertainment and Devices Division; (4) the COO; and (5) Sr. Vice President of Strategy and Partnerships (Directions on Microsoft, 2009). The last two officers mentioned fall on the sales and operations side of the company, while the first three officers appear on the Business sales and division side. 5. The final decision making process at Microsoft is not known from published information that was researched. Chapter 9 1. The methods the top managers use to control the corporation were found to be standard and without notable problem areas. 2. The control methods that Microsoft uses have proved successful over time. Additional customer surveys would be one idea to help improve product making decisions. 3. No significant improvements from the current practices are suggested at this time. Chapter 10 1. Microsoft’s web site homepage focuses a good deal on product promotion and sales, yet this is expected (microsoft.com, 2010). The most prominent links are advertising for getting a free download on Internet Explorer 8 browser, and also the latest updates for Office and Windows. The website appears to attempt to keep people attached to their products (microsoft.com, 2010). A less prominent link is titled “about Microsoft” and the link takes the user to another page where ideas such as emphasizing Microsoft as a trustworthy company along with having ‘diversity and inclusion’ are mentioned (microsoft.com, 2010). The website is primarily geared toward the consumer, although smaller portions have company and employment information. 2. Microsoft appears to attempt to highlight news stories and events to make company happenings freely available. The website homepage has links to news stories. These are entitled: (1) “Universities Go Back to School with Live@edu”; (2) “DuPont Spotless Group and Sunoco Move to Microsoft’s Cloud”; (3) Microsoft Announces Forthcoming Availability of Microsoft Dynamics SL 2011” and (4) “Hilton Worldwide Advances Collaboration with Microsoft” (Microsoft News Center, 2010). Read More