2. Microsoft Operations Delivering the Next Great Experience KATRINA WHITE / OPERATIONS ACCOUNT MANAGER

3. 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

4. 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

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

11. Operational Excellence Growth Engines Field First Compete Ready People Potential

12. FY11 APOC Priorities Scaling Cloud Services APOC is All in 1)Champion Cloud Experiences 2)Build People & Org Capability Grow China Drive Growth Engines 1)Localize Right 2)OTU Execution 3)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 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 Talent 2)Acquire Talent through Internship Program 3)Be Accountable for People Initiatives

13. Partner & Field Organisation & FY11 Commitments

14. 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 models 2. LMX - Be the voice of the P &Field in release of partner- facing tools and systems 3. Green P&F Scorecard 4. 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 Field First People Potential

15. 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 Annual Regional Operations Conference – Singapore Nov 2010

16. 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

17. 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

18. 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 22 nd November. * ENGLISH VERSION PUBLISHED - CASA, Open, Open Value handbooks will be published to Explore.ms on the 26 th 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

19. 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

20. 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!

21. Microsoft Operations Delivering the Next Great Experience