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Unformatted text preview: om its workforce. Workers thought that
HP was above the industry norm in seven categories, at industry norm in two categories and
below industry norm in four categories. (Exhibit 6) HP’s leaders were encouraged by the
results of the survey. Susan Bowick said in an interview, “It was a really pleasant surprise. We
had no idea what we were going to hear back, and it’s fairly risky to tell everybody that you’re
going to get to weigh in on how we did and what else we need work on.”27
In a follow up survey conducted in March 2004, even more employees, this time 77 percent,
responded. According to Fiorina, the 2004 survey revealed that “most employees now
understand the companywide strategy and can support HP’s image in the marketplace—our
focus on this area in the past year resulted in large improvements.” On the other hand, Fiorina
said, “there are areas that require our focused attention” including “empowerment of managers
and employees” and “simplification of systems and processes.”28
The External View: Customer Perspectives
Doug Moore, senior VP of Operations and former senior merchandiser, responsible for buying
printers and scanners, for Circuit City, a consumer electronics retailer with over $10 billion in
annual sales, described his experience with HP over the years:
My sense is that the merger complemented the companies. Compaq had the
ability to make decisions on the fly, while HP was good at planning. They seem to
have retained the best of both cultures, while making the change seamless to us
We experienced the merger through the eyes of a small number of HP and
Compaq people we worked with on a day-to-day basis. There were times when 27
28 Source of Bowick quote is an internal HP communication.
“Voice of the Workforce,” HP internal communication from Carly Fiorina, posted June 2, 2004. 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 Comb...
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This document was uploaded on 02/16/2014 for the course MGMT 237 at UPenn.
- Spring '14