ORACLE JAPAN / ASIA PACIFIC ORACLE JAPAN / ASIA PACIFIC FY08 CUSTOMER CARE PLAN: Hong KongFY08 CUSTOMER CARE PLAN: Hong KongHong KongHong Kong, , 1111 May 2007May 2007

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This Document summarizes the Customer This Document summarizes the Customer Care Plan for Hong Kong for fiscal year 2008.Care Plan for Hong Kong for fiscal year 2008.

Prepared By:Prepared By:

Bing Said/Elite HoBing Said/Elite Ho

11 May 200711 May 2007

CONTENT & INTENTCONTENT & INTENT

YEAR IN REVIEW1

IMPLEMENTATION3

EXECUTIVE SUMMARYE

SUPPLEMENTARY MATERIALA

FY08 CC PLAN2

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FY07: YEAR IN REVIEWFY07: YEAR IN REVIEW

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FY07 PERFORMANCEFY07 PERFORMANCE1. GES Result CN HK TW GC

• Rd 1 70.73% 55.00% 54.00%• Rd 2 63.38% 57.14% 56.47%• Rd 3 72.28% 78.57% 63.16%

70.51%• Rd 4 77.39% 71.05% 73.26% 75.84%• Trend: HK drop –7.25%• Key Comment: Lowest scores from Tradelink,

American Int’l &HKIE who did not response at 1HFY07.

2. Ash-to-Cash• $ Invested – • ROI –• Highlights –

3. Leads• No. found – 8 (HKU, Anntaylor, VSC, HKCSS,

Generale Societe, HKJC, HA, Manulife• No. closed – 4• US$ value closed – 449K

4. IMPs (current monthly data)• Total no. 7• R-A-G: 0R-1A-6G• Key Issues 1- Customer Resources• Key Issues 2-• Key Issues 3-

5. Complaints (As from Jan 07 to YTD data)• Total no. around 30• No. Open – 6• Average Turnaround – Simple 1 day, Complex

more than 1 month.• BU % Split – 90%OSS10%License• Product % Split – 80%Apps20%Tech

6. Referenceability (As from Jan 07 YTD data)• Total no. 1 (wip)• Industry % Split – 100%MRD

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WHAT’S WORKEDWHAT’S WORKED1.1. SMT SupportSMT Support

• SMT participate and support the issue review meeting and SMT participate and support the issue review meeting and commitment to take ownership of the related problems.commitment to take ownership of the related problems.

2.2. ISO Quality PoliciesISO Quality Policies

• LOB commitment to follow the defined policies/procedures to ensure LOB commitment to follow the defined policies/procedures to ensure quality management and service to Oracle customersquality management and service to Oracle customers

3.3. Global Executive SurveyGlobal Executive Survey

• Know where the customer satisfactory rates are in order to address Know where the customer satisfactory rates are in order to address and correct the problems. Three customers moved from amber to and correct the problems. Three customers moved from amber to green in 2HFY07 ie. NWT, Peopletelephone and OTIS.green in 2HFY07 ie. NWT, Peopletelephone and OTIS.

4.4. Project Implementation ProcessProject Implementation Process

• Well defined process to identify the showstopper issues and to Well defined process to identify the showstopper issues and to breakthru them by the related LOBs.breakthru them by the related LOBs.

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WHAT NEEDS WORK WHAT NEEDS WORK 1.1. LOB Collaboration LOB Collaboration

• Coordination among LOBs need to enhance to shorten issue turnaround time.Coordination among LOBs need to enhance to shorten issue turnaround time.

2.2. IMP Review MeetingIMP Review Meeting

• Need regular IMP review meetings to monitor customer issues timely.Need regular IMP review meetings to monitor customer issues timely.

3.3. Support CSM Involvement in IMP and CIMSupport CSM Involvement in IMP and CIM

• Customer Support Manager involvement is definite value to IMP and CIM to ensure Customer Support Manager involvement is definite value to IMP and CIM to ensure product issues management.product issues management.

4.4. Customer Escalation ProcessCustomer Escalation Process

• Need to improve in order to speed up the turnaround times.Need to improve in order to speed up the turnaround times.

5.5. Partners readinessPartners readiness

• Quality partners are the key factor for partner implementation projects.Quality partners are the key factor for partner implementation projects.

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FY08 CUSTOMER CARE PLANFY08 CUSTOMER CARE PLAN

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FY08 OBJECTIVESFY08 OBJECTIVES

Breakthrough growth in Customer Satisfaction!

Generate Leads and ‘Ash-to-Cash’ Revenue!

Customer1. Customer Centricity2. Key Accounts Program3. SME Accounts Program4. HKOUG participation

Operational/Processes1. Automate IMP Tracking system

2. CC Training Portal

3. CMS Entry by CC & OSS

Employees/Culture1. Product training ie. acquired products2. Award recognition3. Build relationship among LOBs

Financial1. Generate more leads and revenue

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PERFORMANCE IMPORTANCE POOR STABLE GOOD EXCELLENT

GESVery High

Effectively put together a effective GES execution and drive improvement in ratings

IMPVery High

Process stable.

Customer Escalations/Feedback

Very High

Need to look into improving escalation to GSP&Development

KAPVery High

KAP customers identified. Increase concerted effort to review customer w sales & update health-check

Customer Assessment

Very High

Very slow response from customer need to improve the turn around time

ISOHigh

To complete Country Recertification.

CurrentTargetFY08 HEALTH CHECK FY08 HEALTH CHECK

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FY08 KEY INITIATIVES FY08 KEY INITIATIVES

Customer1. Customer Visit and Event2. Reduce Escalation3. Build customer references4. Active HKOUG gathering

Operational/Processes1. Adopt CMS entry by CC and OSS2. Process between CC and OSS on

handling customer product issues3. GES satisfactory include in LOBs

OPAS measurement4. Keep Customer Data for HK

(installbase etc)

Employees/Culture

1. Team Building not only CC but with other LOBs

2. CC award recognition to LOBs

Financial

1. Increase in leads thru IMP, GES, CIM, etc.

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IMPLEMENTATIONIMPLEMENTATION

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CRITICAL SUCCESS FACTORSCRITICAL SUCCESS FACTORS

1.1. SMT SupportSMT Support

2.2. Customer SatisfactoryCustomer Satisfactory

3.3. Strong LOB Collaboration and supportStrong LOB Collaboration and support

4.4. Build HK IMP team and start regular Review Build HK IMP team and start regular Review MeetingMeeting

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KEY MILESTONESKEY MILESTONES

# MILESTONE OWNER DEADLINE STATUS

1 Establish IMP team CC ASAP

2 Coordination to HKOUG 07 Event Planning CC June 07

3 ISO Recertification CC Dec 07

4 Global Executive Survey FY081H GCP/CC Sep 07

5 Production Training I.e. acquired products CC TBD

6 Project Management Training CC TBD

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