Towards a Value Perspective

The introduction of Co-active Service Delivery at Microsoft Premier Support

Master thesis (2013)

Authors

Contributors

S.C. Mooy (mentor)
Programme
Master of Science Strategic Product Design (IDE) (TU Delft)
Copyright: Campus only
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Published Date

19-03-2013

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Programme

Master of Science Strategic Product Design

Abstract

This master thesis shows the results of intensive research at Microsoft B.V. at the department Premier Support. Premier Support is a relationship service with the goal to improve the customer IT health. Together with technical experts they can offer enterprises support on solving issues or providing health checks. To keep customers interested in the Premier Support services, the challenge is to raise the customer value perception. The assignment was to search for a new work method to prioritize value delivery and expectations in the Premier Service Delivery operations. The solution as created is a new approach for Premier Support called Co-active Service Delivery. This term is based on the process co- creation, which means the creation of services and values together with the customer.

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