Unformatted text preview: thin the first year of the contract, most
issues were resolved before they reached these three. Any issues these three could not resolve
went to the president of P&G Global Business Services and Ann Livermore, head of HP
Services. Only a few have been elevated to this level. In March 2004, HP and P&G announced
that they were expanding the contract to include P&G’s global account payable operations.30
HP received very high scores from customers for responsiveness during the merger integration
and in the time that followed. Something even less tangible than responsiveness, but perhaps
even more important for HP was inventiveness. By most accounts, HP had long been a
technology leader, on the forefront of technology with its R&D. Did this capacity survive the
merger? Some customers believed that if anything, HP was even more innovative and better at
getting its innovations to market. However, other customers thought that HP’s legacy of
breakthrough innovation had been de-emphasized after the merger.31 29 Authors’ interview with Linda Clement-Holmes, March 25, 2004.
“HP Expands Relationship with Procter & Gamble; Announces New Finance and Administration Business Processing
Outsourcing Deal,” HP press release, March 16, 2004.
For more on this issue, see Robert A. Burgelman and Philip E. Meza, “The New New HP (A): Leading Strategic Integration,”
SM-125A, Stanford Graduate School of Business.
30 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. 23 LASTING ORGANIZATIONAL CHANGE CAPABILITIES
With the integration well under way, Clarke and McKinney went in different directions. Clarke
went on to oversee HP’s global supply chains.32 McKinney was tasked with finding and driving
new capabilities that stemmed from the integration and resulting organization. One lasting
capability the c...
View Full Document
This document was uploaded on 02/16/2014 for the course MGMT 237 at UPenn.
- Spring '14