LIR & LMS GLOBAL TEAM SYNCRONISATION MEETING

Nov. 4th 2011

MEETING AGENDA

Presentation of LIR Team role in business, activity and objectives Relationship b/w LIR team and LMS Consultants Achievements and cooperation Hot points Proposals for improvement Q&A / Final remarks

LIR TEAM ACTIVITY

ROLE OF THE LIR TEAM WITHIN THE ORGANIZATION

Ensures proper use and distribution for Oracle systems Assures compliance of our customers and partners

Provides support and assistance for the LMS consultants

Performs research and analysis on license position for Oracles customers and partners.

SCOPE OF ACTION FOR LIR TEAM

Manage the license inventories and customer reconciliation activities Provides support and assistance for the LMS Field Consultants

SCOPE OF ACTION FOR LIR TEAM

Manage the license inventories and customer reconciliation activities

LIR & LMS COOPERATION

STEADY INCREASE IN THE NO. OF LICENSES ACQUIRED OR RENEWED BY ORACLE PARTNERS

No. of new & renewed licenses per year in EMEA & JAPAC region
Kunits

600 500 400 300 200 100 0 2005 2006 2007 2008 2009 2010 FY 360 380 400 420 460 500

FY11 TARGET: 600,000 UNITS

HIGHLY SATISFIED CLIENTS BY OUR DELIVERED SOLUTIONS & CONSULTANCY SERVICES

CONSTANTLY IMPROVE SATISFACTION & MAINTAIN REPUTATION

HOT POINTS

POINTS TO IMPROVE

Deficit of communication between LIR & LMS consultants due to different working schedules & number of cases to be solved Mismanagement of extraordinary issues (over 25% are not solved in the agreed SLA with the customer/partner) Preliminary analysis in

contract inventories activity

SOLUTIONS

Increase cooperation b/w LIR & LMS global through scheduling of weekly VC/phone meetings b/w managers (cascade information to subordinates);

Establish clear procedures & realistic timeframe to deal with non-standard issues;

Optimize data collection & analysis from customers: Constantly update databases Make thorough historical research for contract validation Deliver meaningful reports for the LMS team LMS team should report oversights to the LIR team in the shortest time possible to ensure rapid resolution & customer satisfaction

Q&A

THANK YOU!