This paper contains a strategic analysis of the IP Performance Test Professional Services industry of the Data Networks Operation of Agilent Technologies Inc. The increasing complexity of network test equipment, as well as the technology involved, has given rise to customer needs for more in-depth technical consultancy services. To keep up with the market, DNO’s two major competitors have recently been investing heavily in more detailed productfocused professional services departments. The current post-sale services provided through various functions of Agilent corporate have a number of issues and limitations that prevent DNO from fulfilling its customer needs properly. In order for DNO to stay competitive, it should consider providing more structured, product focused consultancy services for its products. This report provides an analysis of strategic fit of a dedicated consultancy operation for DNO. Three potential alternative solutions are provided and examined based on interviews conducted with customers and internal Agilent resources that have direct client experience. The alignment of these alternatives is evaluated against DNO’s strategic goals. Finally, a recommendation for a DNO consultancy model with high-level implementation steps is provided.
MOT MBA Project-Simon Fraser University
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