HP_and_Compaq_Combined__In_Search_of_Scale_and_Scope

Hp and compaq combined in search of scale and scope

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Unformatted text preview: else that supports it. When you get to infrastructure, it gets extremely interesting because it is every PC, every server, every data center, every piece of wire under every building, every phone, every phone number. It is every voice mailbox. It is every address and e-mail, every e-mail box. It starts to become quite significant. 26 All quotes from Peter Karolczak are from the authors’ interview on October 1, 2003. Subsequent quotes from this interview will not be cited. This document is authorized for use by Xiaolei Cong, from 11/30/2012 to 2/28/2013, in the course: MGMT 237: 001 Management of Technology - Chaudhuri (Spring 2013), University of Pennsylvania. Any unauthorized use or reproduction of this document is strictly prohibited. HP and Compaq Combined: In Search of Scale and Scope, SM-130 p. 19 The team had to look beyond integration issues to consider what made sense for customers. For example, Karolczak discussed decisions made around the Compaq customer Web site. If customers and even employees went to compaq.com and it stayed compaq.com, perhaps they wouldn’t have expected otherwise, but they would have been disappointed. So we knew we had to do some connection. On the other hand, again, the subtlety of day one management was that if you were a 20-year Compaq customer and you suddenly went to compaq.com and you didn’t recognize anything that would be a dissatisfier. So total integration was actually not the objective. Near integration was the objective; a presence and consistency, a sign that said ‘we are one.’ Other challenges were more tangible. Karolczak explained: Customers would like to shop at hp.com and have at least some connection into the corresponding Compaq online stores. For instance, many customers would probably literally within the first week expect us to send one bill and have us deal with the complexity of having the remittance go to the right place. So you have to start doing a lot to meet the needs of that customer The world was watching...
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This document was uploaded on 02/16/2014 for the course MGMT 237 at UPenn.

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