Microsoft Japan Unit to Focus on Customer Satisfaction, Pres. Says
July 18, 2000 (TOKYO) -- Microsoft Co., Ltd. of Japan has changed quite dramatically under the leadership of new president Shinichi Ata, who assumed the post in May.
Ata has improved the software company's user support system and style of product development, with a view to addressing and reducing complaints concerning its business method from customers in Japan. Additionally, customer satisfaction has been upgraded.
The company's user support system was improved on July 1 by increasing by 50 percent the number of staff members for the Premier paid support service.
In addition, it has changed its overall service philosophy. The company will dispatch staff members in charge of paid support services to solve problems that customers encounter when software malfunctions arise.
Previously, when computer glitches were found, the company first confirmed whether it could reproduce the glitches in a test environment, leading to disappointments because Microsoft's user support was reluctant to acknowledge some glitches involving its own products.
Ata admitted that Microsoft Japan failed to realize that even if the test environment could not reproduce glitches pointed out by customers, there was no question that customers had problems with various products.
He decided to expand the user support staff by increasing the number of employees and collaborators to 530 by the end of June 2001, from the current 360. In addition, he is commissioning other companies to handle easy computer questions and have his employees and collaborators concentrate on more difficult inquiries from customers.
Ata said that a growing need is seen for Japan's business process to be introduced into product development. For example, in the development of a future version of Microsoft Project, a project management software package, proven Japanese project management philosophies will be reflected, with cooperation from users in the construction and manufacturing industries, Ata said.
Also, Ata has changed the company's basic development stance. Developers will be dispatched to frequently visit customers to learn about the needs of domestic users and problems when actually utilizing a product in their environment.
Related story:
Microsoft's Japan Unit to Get New President: Shinichi Ata
(Nikkei Computer) |
