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Walt Disney Co THE INSIDE STORIES FEATURES Customer support-the 24-hour solution 3 The Worldwide Customer Support Operations translates into a competitive advantage for HP and nearly one-fifth ofrevenue. What a Mickey Mouse wayto start a company S Once upon a time Bill and Dave sold their first audio oscillators to Walt Disney Co. to make Fantasia; then Bill and Dave pageS and all 93,000 employees lived happily ever after. Cover photo by Liane Enkelis. Pullingtogetherto win inthe marketplace 12 It takes strategic alliances, joint ventures and consortia for HP and its teammates to compete successfully. Steve Martin-a wild and crazyUP fan 19 A former novice turned "computer head" has a passion for HP. The "other" Apollo landing 22 The HP/Apollo merger creates a new NO.1 in workstations. DEPARTMENTS page 12 ExtraOrdinary People 16 Your Turn 20 Letterfrom John Young 25 ExtraMeasure 26 MEASURE Editor: Graphic designer: Contributors: Circulation: Jay Coleman Thomas J. Brown Lisa D'Amico Karen Flansaas Shirley Gilbert Art Director: Associate editor: Jean Burke Hoppe Annette Yatovitz Betty Gerard Hans Kuendig , Maureen Schickel Measure is published six times a year for employees and associates of Hewlett-Packard Company. Produced by Corporate Public Relations. Internal Communication Department. Brad Whitworth. Manager. Address correspondence to Measure. Hewlett-Packard Company. 20BR, PO Box 10301. Palo Alto. California 94303-0890 page 29 USA (415) 857-4144. Report changes of address to your local personnel department. © Copyright 1989 by Hewlett-Packard Company. Material may be reprinted with permission. Member. International Association of Business Communicators. Hewlett-Packard Company is an international manufacturer of measurement and computation products and systems recognized for excellence in quality and support. The company's products and services are used in industry. business. engineering. science. medicine and education in approximately 100 countries. Founded in 1939. HP;, ""bMog • 5"'" 000,"=, '"" """ HP ~p"" ~'o thoo 93=peep"~"""d0((jj ~ 2 MEASURE www.HPARCHIVE.com ~ ...~.. ....-.. ... •... .. "G'day, Bill," the Aussie voice nearly 8,000 miles away Customer crackles on the other end ofthe telephone line. "G'day, mate," Bill Dunn answers cheerfully, even Support- though it's the middle ofthe afternoon on the fourth ofJulyat the Mountain View, California, North American the24-hour Response Center. "How can I help you today?" "We're having trouble retrieving some files," says the solution systems supervisor for Martin Communications Ltd., a Sydney, Australia, manufacturer ofprinted-circuit boards. "Canyou help?" Bill wastes no time. He uses his local system, checks his solutions database and simulates the customer's problem-allwhile most Californians are basking in the afternoon sun. "That's great," comes the trans-Pacific response. "We're up and running again. Thanks." It's a familiar role for Bill, an HP support engineer for technical applications at the response center. As a cus­ tomer-support engineer he's part lifeguard, part sleuth. "You learn to ask a zillion questions," Bill says. September-October 1989 3 www.HPARCHIVE.com "It's like an investigator piecing together the evidence. You focus in on the customer's knowledge and your knowledge of their system to come up with the right solution." Bill is part ofa 15,OOO-person HP contingent called the Worldwide Cus­ tomer Support Operations (WCSO). How important is support? HP service for equipment, systems and peripher­ als generated $1.85 billion in revenue in 1988-19 percent ofthe company's total revenue. Butsupport is much more thanjust a significant profit center. It's a way oflife. "Go back to the corporate objectives and you'll see that HP has had a clear focus on its customers from the begin­ ning," says Mike Leavell, former WCSO vice president and general manager usupportis anexciting business because it's so diverse and HP customer-education centers like the one (above) atWCSO headquarters in Mountain View, Icomplex." California, help customers get the most from their networks. and newly named director ofU.S. Field About 1, 100 employees are in the Operations. "Our mission is to provide WCSO's new Mountain View, Califor­ products and services ofthe highest nia, headquarters-a 450,OOO-square­ Worldwide Customer quality and the greatest possible value foot, two-building complex which once Support Operations to ourcustomers, and that enables us was a shopping center. to get and hold their respect and loyalty. The facility houses group head­ ataglance "Those aren'tjustwords Bill Hewlett quarters, an HP Response Center, 15,000 employees and Dave Packard made up 30-some HP Customer Education Center, HP 32 response centers linking years ago; it's a philosophy HP has Multivendor Support Operation, the 400 support offices worldwide practiced for decades." Application Support Division, the 90-plus countries And it's more than maintenance and Product Support Division and four $1.85 billion in revenue (19% of repair, Mike adds. Support encompas­ support research and development HP's total revenue for fiscal ses everything from helping customers activities. 1988) select the right systems, installing the Linked with 400 support offices systems, trainingcustomers to ensure and 32 response centers worldwide, WCSO structure maximum productiVity and helping WCSO offers customers 24-hour-a-day, Application Support Division maintain the systems night and day. 365-day-a-year support. Product Support Division "Support is an exciting business And when it comes to support, Response CenterOperations because it's so diverse and complex," there's nothing more important these Support Materials Operation says Roger Costa, general manager of days than network support. Networks MuItivendor Support Operation the Product Support Division. "We see link a wide variety ofequipment within SupportSystems Laboratory the full range ofHP-R&D, manufac­ offices and across continents. Servic­ U.S. Customer Support turing, marketing and so forth. That ing such diverse networks is, effectively, European Customer Support presents an intellectual challenge to a competitive advantage. Intercontinental Customer Support know and deal with all elements of the company." 4 MEASURE www.HPARCHIVE.com Giant car-rental company Hertz International uses HP's NetAssure support program to handle large rental volumes, process transactions taster and maintain high customer satisfaction fhroughouf Europe. HP's Network Support program, for your system over a maze oftelecom­ International Ltd., "The payback we get example, includes: munications services. from that investment is measured in How do you support such a web of terms ofcustomersatisfaction, how • Worldwide support. HP covers the diverse products and services from fast we process our transactions and world with consistent, timely support. multiple vendors? By offering a range the fact we are able to handle much ofnetwork-supportservices which cov­ more volume without adding a lot • Comprehensive services. It can ers all phases ofa customer's network ofmanpower." help customers through the planning, needs from design to implementation. HP equipment and network support design and implementation phases. For example, one of these services also help keep the Singapore Stock is HP NetAssure. This gives customers Exchange operatingsmoothly. • Multivendorsupport and problem a single contact point to identify and "In a trading day, we can do $100 mil­ management. HP plans multivendor correct problems-even ifthe problem lion to $200 million worth ofshares in networks and helps implement, main­ is in anothervendor's equipment. a four-hour trading period," says Paul tain and operate them. "Basically. that means that HP is Phillips, data-processing manager for monitoring our lines and all ofour tele­ the exchange. "If the network is down • Experience andexpertise. In communications hardware," says Joe for one hour, it could cause $25 million addition to its recognized leadership Bournat, management-information­ to $50 million worth oflost trading... in customer-support satisfaction, HP services director for Hertz Europe Ltd., which could translate to hundreds of provides extensive training for its the giant car-rental company. thousands or millions ofdollars worth network specialists. "In the event ofany failure," he ofcommissions lost in the industry. So notes, "HP has the capabilityofidenti­ it's critical that the network be up the Specialization. If there's one word fying it and correcting it. If necessary. whole day so we don't have these sorts that captures the contemporary chal­ theywill notify the local Hewlett-Packard ofproblems." lenge ofcustomersupport. that's it. office on a country level and correct the In addition to customer testimonials, Network systems today are like high­ problem as soon as possible." HP has a raft ofsurveys which support tech Tinker Toys: startwith a computer Adds Fredy Dellis, president ofHertz its industry-leadership position. system made up ofhardware and soft­ Based on results which HP compiled ware from a half-dozen or more ven­ from minicomputer surveys by Data- dors, and then transmit the data in September-October 1989 5 www.HPARCHIVE.com pro, a market-research firm, HP ranks NO.1 among industry leaders in overall support satisfaction for the sixth con­ secutive year. Survey results were averaged across six key categories: maintenance effectiveness, mainte­ nance responsiveness, troubleshoot­ ing, documentation, education and software support. "Now
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