International Business Strategy Plan for a new or an emerging Start Up

MGMT562 - International Business Strategy

MASTER OF GLOBAL MANAGEMENT

Strategic Global Business Plan

Deliverable 3

SUBMITTED BY

CHANDANDEEP SINGH

MGM PROGRAM

ROYAL ROADS UNIVERSITY

Professor: Terry Power

Royal Roads University

Wharton Fellow

http://moodle.royalroads.ca/moodle/course/view.php?id=34

CHANDANDEEP SINGH | P a g e | 2

Ultimatepccure - Corporate Introduction & Executive Summary

It is fair to say that technology changes every day and makes computing uneasy and stressful. The nature of technology has become advancement and extraordinary development. This creates a consistent demand for skilled and innovative technology support consultancies like Ultimatepccure to ease the computing of technology users. With the establishment of Ultimatepccure, requirement of expert technical assistance that makes computing stress-free, easy and lively will be just a call away.

Ultimatepccure aims at positioning next generation technical consultancy services by offering ultimate solutions to advanced computer software and hardware problems. With its core technical assets, next generation support model and service expertise it aims to revolutionize the computer support industry thereby creating a market niche for its customers. Ultimatepccure will target home, home office and small business users to build its customer base with a mantra of Deliver, Delight and Devote.

Ultimatepccure will propose highly sought after valued factors in order to offer value to the customers’ money thereby ensuring resolution and customer satisfaction at every level.

With its long term business goals Ultimatepccure will not only establish its niche in market but also overpower its competitors in every aspect in the same industry. Headquarters will be based in Mississauga, Ontario, Canada.

Ultimatepccure will place online advertisements take active participation in direct marketing programs and create strategic alliances with renowned computer resellers in USA, Canada and New Zealand to develop and promote its business and brand.

Ultimatepccure aims to closely monitor its operations and workflow in order to achieve efficient operations and 100% customer satisfaction.

Lastly, Ultimatepccure recommended that it would bring the Strategic Global Business Plan into implementation as the industry has a huge potential for growth and the factors like technology that drives globalization and success in Industry are in favor of Ultimatepccure.

Computer Repair Industry – Industry Overview

The number of computers in the world is expected to double to 2 billion units by 2014. Computer repair industry creates a $40 billion industry and it is continuously growing worldwide.1 With updates and upgrades to operating systems and other software the demand for technical support services is in huge upswing. Approximately 83% of PC owners start to face difficulties within the 12 month period. Only 25% of the PC owners felt that they were able to fix their computers when there were problems.

Many TPM’S (Third Party Maintenance) companies have emerged as a result of quick advances in technology but most of them have failed the customer expectations on resolutions, user friendliness, quality and pricing. The industry has seen some huge successes in the names of Geek Squad, Support.com, Iyogi and Plum Choice. Below you find a thorough analysis of the Computer Repair Industry analyzed using Porter’s Five Forces Model and SWOT Tool.


Computer Repair Industry – Industry Analysis

It is very important to carefully analyze the industry where the business will be proposed. There are trends in the industry that result from industry driving forces and customer behavior. There are essential factors to the entry, establishment, survival and success of business and without detailed analysis of these factors a company cannot fight and survive a business war. The famous Chinese military general and strategist Sun Tzu once said “If you know the enemy and know yourself, you need not fear the result of a hundred battles. If you know yourself but not the enemy, for every victory gained you will also suffer a defeat. If you know neither the enemy nor yourself, you will succumb in every battle.”2

The computer Repair Industry is being analyzed using two different but important tools that list all the factors and trends in the industry. Through analysis of the tools can be found in the Appendices Sections whereas the crux of the tools is reflected in this document as a conclusion.

Tool 1

Porters Five Force Model A: Michael Porter's famous Five Forces of Competitive Position model

provides a thorough platform for assessing and analyzing the forces in market that affects the position

of and business organization. This tool is being used to examine the forces behind the essential factors to the entry, establishment, survival and success of business. Through analysis of the tool is reflected in APPENDIX A.

http://en.wikipedia.org/wiki/History_of_China

http://en.wikipedia.org/wiki/General_officer


Porter’s Five Forces Model

Supplier Power

High Remote Access Cost

Google Ad Word

Auctions

Payment Gateway

Inflexibility to

Chargebacks

Competitive Employee

Salaries

Buyer Power

Trusted Support

Responsiveness

Demand for resolution

Competition

Purchase Currency

Technology and Support Substitutes

Upgrades in windows resulting new system purchases

Handy Tablets

Support from Family and Friends

Self-support by reading tech blogs

Reliance on Automated software tools like

CCLEANER

New Market Entrants

Business Licensing

Trusted Payment Gateway

Google Ad words Time Slot

Financial Restraints

Competition

Competitive Rivalry

Three major competitors (Support.com, iyogi and Geek Squad)

Established brands

Financial Strengths

Global Presence

Global Business Alliances

Potential Threats from new arrivals

OEM Support Services

e Rivalry


1. New Market Entrants - Force Effect: Low ( 5 on a scale of 0-10)

2. Supplier Power - Force Effect: Low (5 on a scale of 0-10)

3. Buyer Power - Force Effect: Extreme High(10 on a scale of 0-10)

4. Competition - Force Effect : High (9 on Scale of 0-10)

5. Technology and Support Substitutes - Force Effect : Very Low (4 On a Scale of 0-10)

Conclusion of Porter’s Five Forces Model: It is very evident that the industry is easy to enter without huge capital requirements. However, focus on customer support delivery in the form of resolution, service promptness and easy is of utmost importance to satisfy the power the buyers acquire. Competition is stiff but the market is huge and growing and a niche can be established by Ultimatepccure. Suppliers are the mainly the service providers of the automated tools that Ultimatepccure will use to be technically advanced and work efficient and have lesser power. Company is offering service based on the skill level of its employees and can award its employees accordingly. Technology upgrades and innovation of more devices like tablets cause never ending requirement of a global and skilled support consultancy firm. All in all, the industry is easy to enter and has room for solid entry and huge potential for growth. Staying competent is the key to success

Tool 2

SWOT ANALYSIS B: SWOT Analysis is an examination of micro and macro factors of a given industry or company. SWOT includes micro environment factors and trends that demonstrate the strengths, Weaknesses of the computer repair industry. It also gives an overview of the weaknesses and threats caused by the macro environment of the same industry. SWOT Analysis has been put in the APPENDIX B and its summary is highlighted in this document as conclusion.

Computer Repair Industry - Conclusion of SWOT Analysis: Strengths of the computer repair industry indicate huge and growing demand for expert technical assistance and opportunity for any competitive and skilled company to establish quickly. Moreover the support charges of the OEMs and established support providers and extremely high. The weaknesses in the SWOT Analysis point towards the competition from the brands that are already established. Customer behavior and trust is hard to gain for new entrants. Chargeback by customers many times creates big hassles for the Third Part Maintenance companies as their payments are blocked. OEMs also pose big obstacles in the obtaining the market share of the industry as a result of trusted brand image. Opportunities conclude the ease of offering technical support in any global environment as entry barriers are not stringent. Multiple factors like internet, viruses, Facebook, computer peripherals from different global brands cause the need for support. Weaknesses point towards the potential risk caused by global competition, technology upgrades, customer behavior and dropped compute prices. So in a nutshell, the SWOT Analysis indicates huge market potential, easy entry, some challenges but a supporting global environment.


Computer Repair Industry - Global Driving Factors and their Impacts C

There are various factors that really benefit the globalization and get benefits from globalization. Below you will find very significant factors that totally drive the globalization, relative to Computer repair industry. Detailed description of the below mentioned factors can be found in APPENDIX C

1. Internet 2. Technology 3. Operating Systems 4. Brand Presence 5. Remote Desktop Access 6. Language 7. Payment Gateways 8. Trade Blocs 9. Google

Conclusion of Global Driving Factors and their Impacts: Remote Desktop access has revolutionized the technical support industry as it has eliminated the boundaries among the countries so as to offer any software solution in the computer repair industry. Ease of payments through Credit/Debit/Discover/American Express cards and Pay Pal has given an equal shoulder for all sorts of global transactions. Furthermore, both, uniformity in Computer and Tablet Operating Systems (Windows, Mac, and ios) along with presence of World Wide Web throughout the world are major drivers that have led this industry to flourish with ease. The power of globally used search engines like Google, Yahoo and MSN and social networking sites today is the one big factor driving borderless reach as power can take any business global overnight by bringing it into limelight.

Ultimatepccure – Market Factor Assessment & Market Selection (Foreign & Domestic)

Now we know that entry in the industry in not tough and there is huge growth potential. But apart from the industry the factors present in the marketplace where business is to be proposed also play significant role. Ultimatepccure did extensive research in five countries and analyzed the qualitative and quantitative factors that concern the technical support industry in these countries. Market Factor Assessment - Factors Assessed: Political, Legal, Economic, Socio-Cultural & Technical The best way to do the factor assessment of the ecosystem of the countries where the business is planned is the PEST-C analysis. It is helpful in evaluating the facts and insights about forces (Political, Legal, Economic, Socio-Cultural and Technical) that drive the growth of a new computer support business in a particular country.

Target Countries: Ultimatepccure considers Canada, USA, UK, Australia, New Zealand as viable markets to start the technical support business because of the Purchasing Power, uniform English language, bigger market size, presence of global brands and extensive usage of technology products in home and small businesses.


PEST-C Analysis D – Through analysis of PEST –C can be read in APPENDIX D but summary of all the factors and conclusion is framed in this document below:

The ecosystem of these 5 countries gives the following reasons for the viability of potential technical support business in the above mentioned countries:

Factors like the GDP, GDP Per Capita undoubtedly indicated the buying power of the economies of these countries.

The qualitative factors like government support and financing from bank reflects upon sound financial stability of the company whenever a need for financial assistance may arise.

The government is very protective for consumers and small businesses and has strict laws that prevent local or outside telemarketing companies to spoil the market with incompetent services.

With the big population, the presence of bigger brands like Dell, Lenovo, Sony, HP, Toshiba etc. also indicates the strength of market and potential for future support in these countries

Furthermore, it is very much evident from the data that the technical support industry employs significant number of people in each of these countries which reflect on the presence and availability of experienced and competitive employees.

Equal taxation levels on sale of services, as compared to other goods at services in these countries enables the cost of the service to stay at competitive prices not disengaging the customers.

Presence of bigger brands along with variety of operating systems and other peripherals makes the usage complicated and unfriendly calling huge demand for technical assistance.

Presence of Iyogi, Geek Squad and Support.com in most these countries make them fairly competitive with equal opportunity to create brand recognition in parallel to these bigger brands.

Also, both the internet usage patterns and the availability of high speed internet are very well suited for support over remote desktop access.

Due to their busy lifestyle and frequent updates and upgrades in computer programs, people of these economies are technically less capable of fixing their own computers which is other reason for the selection of these countries.

Conclusion: Based on the PEST –C Analysis, the external factors clearly indicate the sound functioning of the business under challenging situations which make these potential countries to be very modest in practicing a technical support business efficiently. Overall, the Macro environment assessment of these countries advocates the feasibility of these countries for a new computer support business.

Ultimatepccure: Market Selection using SMART ANALYSIS:

This SMART analysis is to evaluate and weigh factors specific for a business to grow and survive in a

market. Ultimatepccure will evaluate above mentioned five countries and select one country to base

its headquarters at and 2 countries for global expansion of the business.


Key Success Factors SMART Model- Market Selection

Proposed Countries Weightage

Canada

United States

UK Australia New Zealand

Licensing Requirements

20 17 15 13 13 16

Headquarters Proposed

20 20 15 10 10 10

Government Support/Protection

20 15 15 15 15 15

Political Stability 10 10 7 8 7 8

GDP (Per Capita) 20 15 18 12 10 20

Internet Usage 20 15 16 16 12 13

Financial Assistance

10 7 8 7 7 7

Skilled Technicians 20 17 18 17 16 15

Competition 20 10 7 9 9 13

Wage Rate 10 8 7 6 7 7

Technology Awareness

20 18 18 17 16 16

OEM Presence 20 18 20 19 17 15

Total Weighted Values

210 170 164 149 139 155

Conclusion – SMART Model Analysis: The SMART Model indicated that Canada, USA and New Zealand are stronger markets due the specific factors that were weighted. Various factors like business licensing requirements, government support, political stability, per capita GDP, technology awareness, competition, internet usage, brand presence etc. With Scores of 170, 164 and 155 Canada, USA and New Zealand demonstrated that they favorable than UK and Australia. Canada is politically and economically stable whereas USA is a bigger economy that calls for more demand. New Zealand has the greater GDP than all other proposed countries and least competition among competing countries. Australia and UK are also somewhat equal opportunity countries and Ultimatepccure will target them in their long term business goals. Considering the weighted scores resulted from the SMART Model, Ultimatepccure propose its Headquarters in Canada further propose that it will enter in the Technical Support industry of USA and New Zealand under its global expansion goals.


Ultimatepccure: Risk Assessment Analysis

Ultimatepccure used Fish Bone Analysis to discover the factors that cause threat to the growth of new business in this industry. Fish Bone Analysis is an important tool as it highlights key factors significant to any situation.

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Fishbone Analysis Risk Assessment Conclusion: Significant factors that cause immediate threat to growth of a new computer support business in the industry were discovered. The factors found are competition from OEMs, TPMs, poor work flow management, unskilled technicians, blockage of payment gateway due to chargebacks etc. inefficient operations, non-availability to Google ad word time slot cause and lower value proposed to customer in terms of responsiveness, resolution, price, incompetent service etc. It is very important to target these factors and convert them into business strengths so as to stay competent and efficient.

Ultimatepccure - Corporate Global Roadmap

BUSINESS OVERVIEW

Ultimatepccure will be delivering next generation Computer Hardware & Software Support Solutions on Windows, Macintosh, iOS and Android platforms to home, home office and small business users. With its core technical assets, service expertise and technology awareness the company aims to develop a smarter next generation support model that will revolutionize the responsiveness, quality and consistency in technical support service delivery. By using simple but advanced and reliable tools the company proposes to deliver simple to advanced resolutions to its customers within minutes to make the journey of all its customers relaxed, user friendly and time efficient.

Factors

that

cause risk

for a new

business

in

computer

support

industry

Google Ad Words

(Cost & Time Slot) Poor Workflow

Management

Payment

Gateway/Chargeback

s

Competition

(OEMs, TPMs)

Operations Cost Unskilled Technicians

Low or

Incompetent

Value

Proposition to

the

Consumers

Risk Assessment Examination using FISH BONE ANALYSIS


Corporate Global Mission

Ultimatepccure aims at positioning next generation technical consultancy services by offering ultimate solutions to your all computer problems. With its core technical assets and service expertise it aims to be consistent on its tradition to understand technical issues of its customers to develop its support model accordingly. At Ultimatepccure, feedback will always be valued as its service process gets smarter with every single customer interaction. Our mission is to eliminate all technical hazards of its clients by its technical know-how, individual attention, customized support models & quality service.

Mission Statement

“Unmatched Service, Resolution 100% 24/7, Revolutionary Customized Support Model, Unbeatable Price & Easy Computing Life is what?”

“Yes, one 100% Ultimatepccure”

Brand Name

A very through brainstorming was done by the management to decide upon the brand name that can be recognized quickly as a high quality computer tech support consultancy company. Brands names such as Ultimatepccure, Orbitgeek and i-techgeek were considered and proposed. A survey was conducted with the target audience from Canada and America to select the brand name from the 3 management suggested options. Approximately 40% users clicked with i-techgeek followed by 35% and 25% for Ultimatepccure and Orbitgeek. Please note that i-techgeek was not considered as brand name as itechgeek domain for website name was not available as it belonged to some other company.

Important Note: Before finalizing upon any brand name it becomes very important that the domain name exactly matches the brand name and is available on the World Wide Web with the country specific domains like .ca for canada and .co.uk for UK. And .com that refers to "Top level domain for commerce." Business cannot be conducted on a global level without a brand presence on the internet. Matching brand can always cause confusion among customers, so selecting a unique brand name is equally important as equal is its availability on the World Wide Web in the form of Domain Name.

A very trusted Domain selling site (www,godaddy.com) was looked upon.

www.ultimatepccure.com and www.orbitgeek.com were available and immediately booked. And management decided upon finalizing Ultimatepccure as its brand name.

Branding/Positioning Statement

“Ultimatepccure

Add Ease, Add Life to Computing”


Ultimatepccure Logo

Ultimatepccure Service Excellence Mantra – The 3D Model

“Deliver, Delight and Devote”

Ultimatepccure Goals & Objectives

Long Term Goal

1. Ultimatepccure aims to establish and promote its brand and services on a global scale with offices in every major country of the world in next 10 years.

2. Ultimatepccure also aims to create its brands awareness and quick brand recognition in next 10 years on a global scale where it has its own image of ‘service excellence and superiority niche’ and can be easily recognized among other brands

3. Ultimatepccure intends to stay on the top of technology by investing in technology research and development in creating and offering advanced automated tools and solutions that can automate the process of software troubleshooting in next 10 years.

Short Term Goals

1. Market entry in Canada, American and New Zealand with headquarters in Mississauga, Ontario, Canada.

2. A value proposition of timely and practical advanced software solutions, at a customized flexible pricing, service promptness, and compassion coupled with a 100% guarantee.

3. Establishing strategic alliance with computer resellers in Canada, USA and New Zealand so as to offer support services to their customers as privileged customers.

4. Exploiting our competitors and creating a market niche for the next generation customized support

model 5. Quickly establishing a brand identity and developing a great reputation among customers to

generate word of mouth advertising.


Ultimatepccure - Competition Analysis Summary There are many third party companies competing for their chunk of business in the industry, however, the potential rivals of the industry include big players like Support.com, Iyogi and Geek Squad. The potential rivals are selected on the basis of number of customers they serve and the geographic regions they cover and with the wide variety of services they offer to their customers.

Support.com started as an online support business over the phone but gradually it grew quickly and continues to expand its customer base. While Geek squad is a subsidiary of Best Buy stores and due to the presence of best buy stores in North America it gained market as it could reach the customer base due to its presence on physical basis. Iyogi emerged as one of the fastest growing companies in the history of technical support when it first started in 2007. Right now Iyogi and support.com offers online remote assistance and telephonic support whereas, Geek Squad offers services online as well as in store and at customer’s sites as well. Advanced Computers was established in 1998 in Auckland and currently offers support throughout New Zealand which is its biggest strength. Iyogi, support.com and Geek squad are established brand in USA and Canada whereas Advanced Computers is an established brand in New Zealand. Please see detailed Competition Analysis in APPENDIX E.

Ultimatepccure - Projected Competition Target Goal Ultimatepccure aims at overpowering the key competitors in the industry in next 10 years. Strategic Group Mapping Tool was used to analyze the current position of the competitors considering 2 significant factors of the Competitors strength i.e Market Share and Service Quality and Reliability. Ultimatepccure - Strategic Group Mapping - Analysis Summary & Conclusion0

The below figure demonstrates the strategic group mapping of the competitors current position in market in relation to the quality and reliability of the technical services they offer. The vertical axis shows the Service Quality and Reliability in high and low quadrants as shown in the figure respectively, whereas, the horizontal axis shows the market share of the competitors in high and low quadrants respectively. Strategic Group Mapping Analysis is used to identify competitors with similar products and with similar or different characteristics, following strategies to target the same product/service giving competition in the industry. Strategic Group Mapping shows Advanced computers in High Service Quality quadrant where as it is only present is New Zealand and has a lesser reach globally so is shown in lower Market share quadrant. Support .com has better service quality but it caters to customers only in USA and Canada so it is placed in the respective quadrants. Whereas Iyogi has a poor service quality but an exceptionally high reach in USA, Canada, Europe, UK and Australia and is placed in low service quality quadrant and high market share quadrant. Geek Squad offers standardized service quality and has greater reach in North America and UK. However it is not present in New Zealand. Ultimatepccure aims to overpower the competitors in the next 10 years by offering reliable, prompt Service under its guaranteed resolution program to earn the largest share of the market projected in next 10 years and is placed in high quadrants.


Ultimatepccure - Strategic Group Mapping

Ultimatepccure was able to develop its Competition Goal by understanding the current standing of the competitors using Strategic Group Mapping Tool.

Ultimatepccure – Target Market Segmentation

Ultimatepccure will mainly target home users aged between the ages of 15years -21years and between 30 years-70years. Computer users between the age of 21yers-29 Years are intermediate level users and most of them can troubleshot basic to intermediate level issues which comes under Tier 1. Ultimatepccure sees its market comparatively larger the segmented group as it will also offer support to small business users in any age group. Ultimatepccure has designed its service mix using a customized support model which basic to advanced resolution ranging from Tier1 – Tier 2 issues under 100% customer satisfaction program. Ultimatepccure will support computers systems my any make model and Operating System which defines broader market.

High Low

High

Low

Market Share (Home, Home Office, Small Business)

S

e

r

v

i

c

e

Q

u

a

l

i

t

y

Geek Squad

(Current)

Ultimatepccure

(Projected 10

yearly)

Support.

com

(current)

Iyogi

(Current)

Advanced

Computers

(Current)

Strategic Group Mapping: Ultimatepccure, Support.com, Geek Squad and Iyogi


Ultimatepccure - Product Mix

Ultimatepccure will offer advanced software solutions coupled with advanced hardware installation solutions and basic to advanced level computer training as well. It will offer customized resolution programs over the remote access and telephonic communication based on the customer issues and needs. Following is the list of services designed by Ultimatepccure for its customers:

Products & Services – “We Deliver What We Say”

We will deliver what we commit to our customers. The following Chart describes the support services

that we will provide for Operating system, Computer Security & Protection, Wireless & Networking, 3rd

Party Hardware & Software and Computer Training:

OPERATING

SYSTEM

(WINDOWS

7, VISTA &

XP)

SECURITY &

PROTECTION

WIRELESS &

NETWORKING

3RD PARTY

HARDWARE

3RD PARTY

SOFTWARE

COMPUTER

TRAINING

Upgrade or

Reinstall &

Set-up

Virus,

Malware &

Trojan

Removal *

Support

Browser

Issues*

Set Up &

Configure

Printer or AIO

Devices*

Set & Install

Microsoft

Office*

Basic

Computer

Training

(5 Hours)

Optimize

Corrupt

Registry

Entries*

Set Up &

Configure

Firewalls*

Set Up

Wireless

Security*

Memory &

Disk

Upgrades

Configure

Microsoft

Outlook for

Home or

Office Use*

Intermediate

Computer

Training

(10 Hours)

Recovery &

Restore

Set Up &

Configure

Antivirus *

Optimize

Wireless and

TCP/IP

Settings*

Add Graphics

Card or

Wireless Card

to Desktops

Support for

Social

Networking

Sites and

Chatting

Softwares*

Internet

Training

(10 Hours)


Boost Speed,

Start Up &

Performance

*

Adware &

Spyware

Removal*

Set Up

Wireless

Network at

Home or

Office*

Setup &

Configure

Smartphones

(Blackberry,

Android,

Iphone)

Configure

Email on

Smartphones

(Blackberry,

Android,

Iphone)

Advanced

Computer

Training

(60 Hours)

Configure

Audio &

Video

Codecs*

Release

Browser Hi-

Jacks*

Support for

Intermittent

Internet

Disconnection

Set Up

External

Drive for

Data Back Up

& Storage*

Data Back-Up

Storage &

Transfer

Internet & MS

Office Training

(25 Hours)

*Indicates Support Availability on Remote Access

Indicates Tier 1 Level 1Support

Indicates Tier 2 Level 2 Support

Indicates Tier 3 Level 3 Support

Ultimatepccure – Competitive Edge

Ultimatepccure sees its competitive advantage its next generational customized revolutionary direct support model which does not includes any fixed pricing. It would use next generation support model for all the software related issues. Next Generational support model includes instant support over remote access with even calling Ultimatepccure. Customer would be able to sign up for next generation support model where they can be instantly connected to remote technician by clicking on the embedded link under their account for Logmein Remote Support Tool on its website www.ultimatepccure.com.

Ultimatepccure - Value Proposition Tool: Offerings in the A Spot

We offer first call/remote connect resolution We stand behind our work We provide expert support at price less than reasonable support charge We do our best to make it right first time for you We offer untiring & unmatched technical service via convenient channels We develop customized service plans as per customer needs


We Maintain transparency in all our customer interactions We treasure your feedback at every level We train our technicians on latest equipment and updates frequently We follow 3D principle to deliver delight & devote We value your time and computing needs We are hungry for your satisfaction We are offer comprehensive solutions to your all technical hazards We use next generation tools to provide you convenient and prompt assistance

Conclusion: Ultimatepccure aims to target the above mentioned A SPOT in the Value Proposition Tool. The values created and described above by Ultimatepccure will be its Key Success Factors to compete in the computer support industry in the proposed counties

Advanced

Computer

s

Geek Squad

Iyogi Support.c

om

Ultimatepc

cure THE A SPOT

Value Proposition - Ultimatepccure


Ultimatepccure – Proposed Business Strategies & Action Plan

Ultimatepccure will follow the below mentioned strategies as its toot map to reach its proposed milestones.

Market Entry Strategy

Ultimatepccure will enter Canadian and American Market using direct domestic and foreign investment strategy in Canada and USA. In New Zealand’s market Ultimatepccure will enter as an Canadian Online Technical Support Company under its global expansion goals.

Market Entry - Action Plan

1. Ultimatepccure will base its Global Headquarters in Mississauga, Canada and rent out a 1500 Sq. ft. office space that belonged to one of its business partner Jeet Bansal for which monthly rent of $2500 would be paid.

2. Ultimatepccure will buy a pack of 5 domains which are (.info, .net, .org ,.us and.ca).Please note that .com domain is already purchased for $9.99 and will be added to the total cost summing up to $40.95 annually.4

3. Ultimatepccure will currently develop and launch websites with three domains which would be .com, .ca and .co.nz. Bikramjit Singh and Aman Singh would be the web developers and Search Engine Optimizers for Ultimatepccure.com. They would be the business partners as well. The 3 website.

4. Ultimatepcure will buy a remote desktop tool access package from Logmein and embed it in its website so as to give easy access to its customers to reach its skilled technicians costing $5940.5

5. Ultimatepccure will buy payment gateway from Pay pal to process the financial transactions for Canadian, American and Kiwi Customers. Payment gateway will accept all major credit, debit cards including American Express. Approximate cost is $35 monthly.6

6. Ultimatepccure will buy IVR Interactive Voice Response system from voip.ms for networking and communication purposes. With a Monthly Fee: $1.49 of and Per minute inbound: $0.032 it is the cheapest and trusted option available with variable cost so it cannot be added to financial summary of expenses.7

7. Ultimatepccure will Assemble 10 customized Powerful Workstations and 2 System Server. The single unit of PC will cost $400 with each Server unit costing at $1000. 0


Pricing & Refunds Strategy

The pricing strategy of Ultimatepccure will be based on Cost Based and Value Based.8

Action Plan

Cost Based Pricing: Cost based pricing would include services under tier 1, tier 2 and tier 3 mentioned in the product mix section of this plan where the respective issues will be charged at $39.99, $79.99, $99.99. Ultimatepccure will also offer Annual Subscriptions of its services to its customers for $149.99, $229.99, $299.99 for 1 year, 2years and 3 Year Unlimited Remote Support.

Iyogi is offering its subscriptions for $169.99, $269.99, $369.99 for 1 year, 2years and 3 Year Unlimited Remote Support.0,9

Value Based Pricing: Ultimatepccure have competitive advantage in value based pricing where it will carefully diagnose the severity issue and offer a customized based valued pricing to its customers. It is very important to bind the customers even if enough profit is not made as these customers will very often buy annual support plans and can give good word of mouth advertising.

Refunds

Ultimatepccure will offer 100 % satisfaction program to its customers where if under any circumstances, a permanent resolution is not provided to the customer, he will be given a complete refund along with tier 1 free support incident. To be eligible for refunds customer would have to call back and report within 7 calendar day time period.

Strategic Alliance Strategy

Ultimatepccure will thrive to achieve strategic partnerships with computer resellers in Canada, USA and New Zealand under its global expansion short term business plan. Strategic Partnerships will help in business development for Ultimatepccure as it will be able to offer its expert service to privileged customers of resellers.


Action Plan

Ultimatepccure will approach computer and peripheral resellers like Tigerdirect in USA and Canada and Elive in New Zealand strategic alliances.10,11These resellers would sell Ultimatepccure Annual Subscriptions under their store’s value based program and association with Ultimatepccure. Ultimatepccure will also be listed on their websites and in store flyers and other direct promotion marketing material.

Sales & Marketing Strategy

Marketing Strategy

Strategy 1

Ultimatepccure will market itself under Google Ad words Program. Under Google AD Word Program a user enter a keyword such as tech support in google.com and it lists various companies offering tech support.

Action Plan 1

Ultimatepccure will purchase “Microsoft Support” and “Virus” words as its ad words from google with specific time slots on monthly basis running it under different times of the day. In weekdays the ad word time slot would be 11am to 1 pm and 7 pm to 9 pm. During weekdays ad word time slot would be from 11am to 6pm. Please note that ad words would not be purchased to run for the whole day as it incurs significant cost to a new business. An estimate of google ad words cost was obtained from to Mr.Johar, who works for Google Adwords. The monthly cost to run google adwords campaign for selected ad words during the proposed time slots is approximately $1700.


Estimated cost and response statistics of running the ad word for complete day can be seen in the image below12:

Strategy 2

Search Engine Optimization (SEO)

Ultimatepccure will optimize its website for better ranking and visibility on search engines.

Action Plan 2

Aman Singh and Bikramjit Singh who are active partners and IT Programmers will work towards using Google Analytics and SEO Tools to promote Ultimatepccure as a trusted technical support band with higher visibility probability on search engines like Google, Yahoo, MSN, AOL search engines.


Strategy 3

Ultimatepccure will place online advertisement on different technical resource websites where users log in to read tech support articles to help themselves.

Action Plan

1. Ultimatepccure will interchangeably place online banner ads on home pages and tech blog pages of websites like pcworld.com and cnet.com containing keywords windows 7, Outlook, Virus, Blue screen and Wireless Set up. Ultimatepccure will align a monthly budget of $2000 to run these banner ads on these websites.

2. Ultimatepccure will take active participation in responding to tech blogs on different websites offering resolutions and free incidents to users online under its ad promotion campaign on monthly basis.

3. Ultimatepccure will create its own tech blog with latest articles and updates on windows, mac, ios and other computer related devices.

Samples of mock banner ads designed by Ultimatepccure can be seen below:

Mock Ad 1


Mock Ad 2

Strategy 4

Ultimatepccure will take active participation in direct marketing to target its small business customers.

Action Plan

To target the small business owners, Ultimatepccure will distribute flyers inside the newspapers like Toronto Star, Mississauga News, USA Today, The Wall Street Journal and The New Zealand Herald as they have big circulation and readership. It will allocate a yearly Budget of $25000 to circulate these flyers.

Operations Management Strategy

Ultimatepccure will ensure the smooth running of business operations in all the departments by allocating right people for the right job by giving them the resources necessary to get the job done.

Action Plan

1. The operations will be shift based where a team of technicians will have 10-15 technicians along with A Subject Matter Expert and a Team Manager.

2. CRM system from Karma CRM will be used costing $49/month which is the initial startup cost for 15 member access. Technicians and SME’s will record daily incidents to keep a track of customer


information. As the business progress Ultimatepccure will invest in developing its own CRM Tool with embedded link to all other tools and Ultimatepccure website.13

3. When customers dial toll free number they will not have to wait in the long queues and will directly reach the expert technicians who diagnose the system using remote access tool Logmein and offer our value based and cost based pricing support plans.

4. Customers will be charged directly by the skilled technicians and immediately supported.

5. Once the issue is resolved SME will talk to the customers take their feedback and log it into the CRM. Incident would only be closed after SME’s confirmation

6. Once an incident is created it have be closed within 4 business hours with certain exception where customer cannot continue troubleshooting or customer does not have media or a goo known device required to troubleshoot.

7. Currently Sales, Marketing and HR Operations will be developed and supervised by the Managing Director and CEO.

8. IT department will be under the direct supervision of IT Director with CEO assisting him at every level. A Programmer and Graphics designer will be hired to add value to IT Department.

Workflow Monitoring/Accountability Strategy – Management By Objectives (MBO)

Ultimatepccure will make sure that the workflow runs smoothly and efficiently in accordance to the corporate goals and objectives.

Action Plan

1. Managing Director will use MBO Principles as guidelines to develop a tracking mechanism for ensuring the achievement of defined corporate goals and objectives at every workflow quarter.

2. Quality control and Ethics department will be in control of its director. 2 Skilled workflow technicians and an Auditor will be hired to listen to the technical calls and send surveys to the customers and feedback to the all the employees.

3. Online surveys will be sent to the customers and their feedback will be discussed with the concerned technicians

Management Plan & Organizational Structure

Every team of technicians Ultimatepccure will have 10-15 technicians along with A Subject Matter Expert and a Team Manager. Each Team Manager will directly report to process director and Process director will be in Close contact with Managing Director and IT Team. Managing Director will directly report to the CEO. Every major decision making will take participation by SME’s, Team Managers, and


Directors from all the departments, Managing Director and CEO. Recommendations proposed would be carefully analyzed.

Name Designation Education

Bikramjit Singh CEO & Partner MSC. In computer Science

Chandandeep

Singh

Managing Director & Partner Master of Global Management

Aman Singh IT Director & Partner MSC. In computer Science

Jeet Bansal Quality Control Director & Partner Master of Arts

Samom Meetei Technical Support Process Director &

Partner

Master in ICT

Annual Financial Plan

All the partners would contribute $5000 as the startup capital which would sum up to $25000. Monthly cost excluding variable costs, employee salaries and miscellaneous expenses is $6584.

CEO

Managing Director

Technical Support Process

Director

Team Manager

SME

10-15 Skilled Techncians

IT Director

Programmers

Graphic Designers

Quality Control Director

Quality Control Engineers

Auditors


Top Management will not receive any salaries for the period of first 3 months in order to develop business up to a profit earning level.

Monthly Salaries would be decided based on the skill level and education of the potential employees.

Annual financial cost to run the business globally in 3 countries at a time is approximately half million dollar which does not include middle level management and low level management salaries and other variable expenses which cannot be project at the moment.

Ultimatepccure will seek financial assistance from Business Development Bank of Canada in the form of business loans for any financial need may arise.

Annual Financial Plan

(in CAD$)

Business Expense

Estimated Cost Monthly(in CAD$) Annually

One Time Expense

Grand Total

Office Space $ 2,500.00 $ 3,000.00

Website Domain Cost

$ 40.95

Logmein Access

$ 5,940.00

Payment Gatway $ 35.00 $ 420.00

10 Workstations

$ 4,000.00 2 Servers

$ 2,000.00

Google Ad Words $ 2,000.00 $ 24,000.00

Online Banner Ads $ 2,000.00 $ 24,000.00

Flyers Circulation

$ 25,000.00

Karma CRM $ 49.00 $ 588.00

Salaries (1st Year) CEO

100000 Managing Director

80000

Process Director

70000

IT Director

80000

Quality Control Director

60000


Total $ 6,584.00 $ 472,988.95 $ 6,000.00

$ 478,988.95

Grand Total

$ 478,988.95

Decision Making Recommendation

Globalization is at upsurge and is creating huge demand for products and services that offers value and can be accepted globally. Technology is one big Product and Service that completely drives globalization. With advancements in technology, knowledge and training about using and learning the technology is foreseen. Keeping up to date with technology is no simple process as it changes rapidly. Computer Support is big segment of the advanced technology industry across the globe. With the frequent updates, upgrades and invention of latest gadgets and devices a consistent demand for skilled and innovative technology support consultancies like Ultimatepccure to ease the computing of technology users is anticipated. Facts and trends presented in the plan are witness of the growth potential of the computer support industry.

At this stage, Ultimatepccure aims at positioning next generation technical consultancy services by offering ultimate solutions to advanced computer software and hardware problems. With its core technical assets, next generation support model and service expertise it aims to revolutionize the computer support industry thereby creating a market niche for its customers. Ultimatepccure will target home, home office and small business users to build its customer base with a mantra of Deliver, Delight and Devote.

The plan describes the best of strategies designed by Ultimatepccure based on the thorough analysis of the market, industry, competition and core strengths of Ultimatepccure. A right mix of product, place, price and promotion is the fundamental asset of Ultimatepccure with market conditions favorable for survival and significant future growth. It is therefore highly recommended that Ultimatepccure must pursue this business opportunity commencing year 2013 using its Deliver, Delight and Devote Mantra.

“Ultimatepccure

Add Ease, Add Life to Computing”


Notes

0. Please note that developer of this business plan has an extensive work experience working in the technical

support industry for companies like Dell, Iyogi, Vast Computers, Vtechsquad and Ultimatepccure. Knowledge

of Industry insights and customer behavior referenced with endnote symbol 0 is a reflection author’s

experience working in this industry serving American, Canadian, British, Australian and Indian Customers.

Author can produce the evidence of his work experience in these companies whenever asked.

1. http://www.windowsrenew.com/start-a-computer-repair-business/ 12/02/2012

2. http://www.goodreads.com/author/quotes/1771.Sun_Tzu 12/02/2012

3. http://www.scambook.com/report/view/150502/VTechSquad-Complaint-150502-for-$100.00 12/02/2012 4. http://www.godaddy.com/domains/searchresults.aspx?ci=54814# 12/02/2012 5. https://secure.logmeinrescue.com/purchase/plans.aspx 12/03/2012 6. https://merchant.paypal.com/ca/cgi-bin/marketingweb?cmd=_render-content&content_ID=merchant/home&nav=2

12/05/2012 7. http://voip.ms/tollfreecanus.php 12/05/2012 8. http://cripoll.wordpress.com/2010/03/01/price-value-and-cost/ 12/05/2012 9. https://services.iyogi.net/register/subscription/ 12/05/2012 10. http://www.tigerdirect.ca/indexca.asp?SRCCODE=CANWGOOCABRA&cm_mmc_o=mH4CjC7BBTkwCjCECjCE&gclid=CN-

k4_OQhbQCFYN_QgodnDgAKQ 12/05/2012 11. http://www.elive.co.nz/ 12/05/2012 12. https://adwords.google.ca/ko/TrafficEstimator/Home?__u=1511855625&__c=3583393665&__o=kt 12/05/2012 13. http://www.karmacrm.com/pricing 12/05/2012

http://www.windowsrenew.com/start-a-computer-repair-business/

http://www.goodreads.com/author/quotes/1771.Sun_Tzu

http://www.scambook.com/report/view/150502/VTechSquad-Complaint-150502-for-$100.00

http://www.godaddy.com/domains/searchresults.aspx?ci=54814

https://secure.logmeinrescue.com/purchase/plans.aspx

https://merchant.paypal.com/ca/cgi-bin/marketingweb?cmd=_render-content&content_ID=merchant/home&nav=2

http://voip.ms/tollfreecanus.php

http://cripoll.wordpress.com/2010/03/01/price-value-and-cost/

https://services.iyogi.net/register/subscription/

http://www.tigerdirect.ca/indexca.asp?SRCCODE=CANWGOOCABRA&cm_mmc_o=mH4CjC7BBTkwCjCECjCE&gclid=CN-k4_OQhbQCFYN_QgodnDgAKQ

http://www.tigerdirect.ca/indexca.asp?SRCCODE=CANWGOOCABRA&cm_mmc_o=mH4CjC7BBTkwCjCECjCE&gclid=CN-k4_OQhbQCFYN_QgodnDgAKQ

https://adwords.google.ca/ko/TrafficEstimator/Home?__u=1511855625&__c=3583393665&__o=kt

http://www.karmacrm.com/pricing


APPENDIX - A Porters Five Force Model: Michael Porter's famous Five Forces of Competitive Position model provides

a thorough platform for assessing and analyzing the forces in market that affects the position of and

business organization. This tool is being used to examine the forces behind the essential factors to the entry, establishment, survival and success of business.

1. New Market Entrants - Force Effect: Low ( 5 on a scale of 0-10)

The computer repair industry is easy to enter as it does not involve complex business licensing requirements. The financial cost to enter the market is very economical. A business can be started with a user friendly website, trusted payment gateway and a Google ad word time slot. Since technical support in this business requires access to remote access software freeware like Team Viewer can also be used.0 Competition from established brands like Geek Squad can be a challenge as they are already present in the market and capitalizing on the bigger share of the market.

1. Supplier Power - Force Effect: Low (5 on a scale of 0-10)

The major suppliers of the industry include companies that provide web hosting servers, domain name providers for website, Google Ad Words Auctions Agency, Payment Gateway and Remote Access Partners. They all include a startup cost to offer a virtual platform of tools and services in the form of analytics or tools and later charge annual fee for their tool or server usage. It is important for them to be consistent with their service and technical upkeep. Since the known companies offering these tools also cater to bigger conglomerates so their efficiency is not questioned unless timely financial constraints are being fulfilled by their customers. One major force in the supplier power is the benefits and perks offered to the employees of the company as this industry is highly competitive and skilled employees seek better opportunities and benefits.

2. Buyer Power - Force Effect: Extreme High(10 on a scale of 0-10)

Customers of the Industry seek support from trusted and trained professionals who can give them quicker first call resolutions. Responsiveness in terms of accountability, empathy and resolution is very important to customers. Competition makes buyers confused and suspicious and they make wrong decision in selecting their personal technical support consultancy company that is unskilled or incompetent. The purchasing currency of buyer is very alluring to the support provider and buyers negotiate on the customized pricing based on their currency.

3. Competition - Force Effect : High (9 on Scale of 0-10)

Competition in the computer support industry is very critical to the growth and survival of a new business in the industry. Established brands like Support.com, iyogi and Geek Squad and plum choice already has their niche developed in the industry and they have financial strengths and strategic global alliances with to support them in bad times. OEMs like dell, IBM, HP have their own technical support which is also trusted for resolution. Threats from potential or emerging support firms cannot be undermined.


4. Technology and Support Substitutes - Force Effect : Very Low (4 On a Scale of 0-10)

Upgrades in operating systems every 2-3 years force customers to buy new computers instead of getting older device repaired. Handy tablets like Ipad, Nook and Kindle Etc. have also substituted complex windows and mac based computers. Many customers have become tech aware and can resolve basic technical issues by reading online blogs and using automated software like CCLEANER.


APPENDIX - B

Computer Repair Industry - SWOT Analysis0 (Reference 0 in this document reflects judgments made

from author’s solid work experience in the technical support industry)

STRENGTHS WEAKNESSES

Every low or high end computer systems need maintenance regularly

Low entry barriers make this industry highly competitive for existing businesses

Every computer fail on regular basis with mostly software issues mainly virus, internet browsing and emails issues

The increase in devices that can be connected to computer brings challenges for many TPM software support technicians

Multiple software and devices are innovated to be used with or on computers for fun, education or business which demands for software and hardware installation support

Large computer repair services, such as Geek Squad, grow to a large scale by opening numerous outlets throughout the country with support from big brand name of Best Buy

During recession also, customers prefer to get computers repaired instead of buying a new one and that further demand

People do not see computer repair service as a professional occupation and try to bargain on price that includes support from experienced professional

Development of Remote desktop Control software had reduced the costs of expensive on-site services as well as long and inefficient telephonic support

OEM's have started offering factory recovery on the computer itself which is easy to use and can fix any major software issue

Installation and software maintenance, including virus protection, Internet connectivity, Email issues are very common support drivers

Some OEM's and TPM service providers replace the parts instead of diagnosing and repairing for software issue which takes business away from trusted TPM companies as well

OEM's charge for software support services is comparatively very high than TPM service providers.

Chargeback asked by customers even after taking support is increasing and it is difficult for TPM companies to maintain economies of scale

Practically it is not possible for Computer repair shops to serve area larger than local area

Computer Repair Industry is still dominated by original equipment manufacturers (OEM's)

OPPORTUNITIES THREATS

New innovations in the computer technology continue to provide new opportunities for TPM companies

OEM'S focused to develop sophisticated, user friendly, reliable machines to compete with each other


The rise of tablet PCs and smartphones creates the potential to serve new markets, increasing the revenue that the TPM can cash upon

Level of business ethics is dropping in the computer repair industry as many companies like V-Techsquad use unethical business practices to boost sale by linking themselves to Microsoft, Netgear etc.3

TPM computer support companies can benefit from the opportunity of developing strategic partnerships with ISP's and generate more business

Because of the dropped prices, computers are cheaper than ever and people replace their computer even when the hardware is working fine

New editions of Windows every 2-3 years makes consumers to demand more from this industry demand

Services of TPM computer companies are undervalued because many people think that their relatives, cousins, colleague or someone they know can fix computers

Online support can be made available to any computer in any remote area with the requirement of just an internet connection with ease of payment as well

The competition is forcing the companies to raise the salaries of the support staff to decrease attrition rate which is the main operations cost of the TPM companies

People are beginning to fear from new forms of viruses, email hackers, Trojans and spywares


APPENDIX - C

Computer Repair Industry - Global Driving Factors and their Impacts

There are various factors that really benefit the globalization but below you will find very significant factors that totally drive the globalization, relative to Computer repair industry.

1. Internet: World Wide Web has reached to almost every corner of this world. It has narrowed the gap among the people via internet, email, instant messenger, remote sharing and VPN (Virtual Private Network). Within no time anyone using the WWW can get any info on a topic, country, company, product, service and person. Ebay, Amazon and Google have revolutionized the traditional business models where physical reach of the seller was a requirement to create brand awareness.

2. Technology: Technology has been very flexible in terms of advancement. Every day, thousands of new gadgets, software, tools, networking devices are innovated globally. The advances in technology have directed this world to globalization. Globalization actually resulted from technology as it mended the gap among countries of the world and gave rise to borderless trade.

3. Operating Systems: Availability of uniform operating systems like Windows, Macintosh, iOS (idevices software e.g. ipad, ipod, iphone), Android and Linux is one major driving factor of globalization.

4. Brand Reach: Brand reach, awareness and recognition are very important from global business perspective. Established brands like Coca Cola, Mcdonalds, Microsoft does not need any introduction in any part of the world.

5. Remote Desktop Access: With the development of remote desktop access tools like Team Viewer, Logmein and Gotoassist etc. users can now control computer systems in any part of the world to stay tuned on stock exchanges, give and take technical assistance, share e-documents like images, logos, files etc.

6. Language: English Language uniformity and acceptance across the global is key factor driving globalization

7. Payment Gateways: Payment gateways like CC Avenue have brought the global financial aspect of businesses very closer. Companies can charge and obtain payment from customers using various kinds of debit and credit cards from any part of the world after automatically changing the currency.

8. Trade Blocs: Trade blocs like NAFTA, EU and ASEAN etc. have brought different countries of the world one step closer as member countries involved in trade blocs can trade products and services with lowest trade barriers among each other.

9. Google: Last but not the least, this Mr. Google is the biggest contributor in the success of Globalization. It has the ability to make and destroy a brand globally. It has the power to make any brand popular overnight in any part or the whole world.


APPENDIX - D

Target Countries: Canada, USA, UK, Australia, New Zealand

Factor Assessment Using Pest-C Analysis: Canada

PEST Analysis

Political-Legal Economic


Federal Business Registration – Canada Revenue

Agency. Obtain GST/HST1

Business Licence 1

Employment Agency Licence 1

Temporary Foreign Workers Permit1

GDP & GDP(Per Capita)

GDP $1,181,000,000,000.0010

GDP Per Capita $36,275.4410

Taxation levels - GST/HST Percentage

Ontario: 13%2

British Coloumbia: 12%2

Alberta and Sasketchwan: 5%2

Income Distribution patterns

“In 2010, the average after-tax income in Canada

for the bottom 20% of family units (after-tax

income of $24,300 or less) was $14,600, and for

the top 20% (after-tax income of $89,300 or more)

was $135,500”11

http://www.canadabusiness.ca/eng/search/pv/sgc-59/naics-5416/&activity%5b%5d=8876&activity%5b%5d=8875&activity%5b%5d=8883&loc_name=Victoria,%20British%20Columbia&industry_name=Management,%20scientific%20and%20technical%20consulting%20services&naics=5416&sgc=5917034&js=available&permit=eng&briefcase=&lang=eng&permit=36724





Government Legislation on DNCL/Internet Usage

“In September 2008, the National DNCL was

launched to help Canadians reduce the number of

unsolicited telemarketing implying stringent rules. 6

CRTC (Canadian Radio-television and

Telecommunications Commission) ended unlimited

internet access plans offered in February 2011. But

it was opposed by federal government as it would

create issues for Canadian small businesses, job

seekers and innovators.7

Credit Availability

Canadian banks offer loan/ credit lines and

personalized services for businesses based on

needs.3,4,5

Government Supported Programs like:

Canada Small Business Financing Program are also

available.4,5

Government Support for Small Business &

Promotion

Government has helpful approach.

Federal Economic Development Agency assist new

entrepreneurs in support programs like:

Eastern Ontario Development Program

Community Futures Program

Economic Development Initiative

Business Development Bank of Canada

Investing in Business Innovation8

Inflation

1.2% as of September, 201212

Political Stability

Very strong democratic values with confident voting system

Three major Political Parties include Liberal Party of Canada, New Democratic Party and the Conservative Party of Canada

The conservative party won the election again on May 2nd , 20119

Various government agencies and departments to support the smooth functioning of the political system

Unemployment Rate

7.4% as of September 201213

http://www.feddevontario.gc.ca/eic/site/723.nsf/eng/h_00042.html






Wage

Average wage for User Support Technician in

Canada depends upon cities and is in between

$16.92 -$23.52/hour14

Social-Cultural Technological

Population

34,880,491 as of July 201215

Rate of Computer Obsolescence

Average life of computer with maintenance is 5

Years24

Employment Patterns/Education level

In the Canadian Government’s NOC list, the

technical support technician is classified as User

Support Technician with Code 2282. 16

According

to Calgary’s economic development agency, the

total number of employees working as User

Support Technicians in 2010 were 55,22517

Average Annual Employment Income18

Average Annual Employment Income

Unit Group 2282

Full-time, full-year 67.5%

Internet Usage Trends

“In 2010, 80% of individuals aged 16 years and older

used the Internet for personal use. Significant

differences in use rates exist based on age, income,

location and other factors. Residents of British

Columbia (86%) and Alberta (84%) reported the

highest use rates. Rates were lowest in

Newfoundland and Labrador (73%) and New

Brunswick (70%)25”

YEAR26 Population Users

2000 31,496,800 12,700,000


Average income 45,231

0-19999$ 7.1%

20000-49999$ 61.2%

50000$ and over 31.8%

Employment Distribution by Highest Level of

Schooling19

Employment Distribution by Highest Level of Schooling

Unit Group 2282

Less than high-school 1.4%

High-school 14.4%

Post-secondary 65.4%

Bachelors 18.9%

2003 32,050,369 20,450,000

2005 32,440,970 21,900,000

2008 33,212,696 28,000,000

Computer Usage Lifestyle & Preferences

1. Facebook users in the Canada sum to 18573940 users which makes “Canada #13 in the ranking of all Facebook statistics by Country.”20

Back to School Life21

Public elementary and secondary

enrolment

5,077,021

Post-secondary enrolment 1,905,516

Main OEM’ Brands

Dell IBM TOSHIBA SONY VAIO HP ASUS SAMSUNG ACER MDG APPLE

http://www.socialbakers.com/facebook-statistics/


Teachers and professors 773,300

Leisure Time22

Age Group - 15-24yrs 26.61353835 %

Age Group - 25-44yrs 18.38970252 %

Age Group - 45-64yrs 23.1658357 %

Operating System Usage

Windows

Mac

Ios

Android

Blackeberry

Spending Patterns

“$15.3 billion — The total expenditure on

education (including school supplies, textbooks,

tuition fees, other courses and lessons and

educational services) by all households in Canada

in 2010”23

Technical Know How & Computer usage of

Average Canadian

46 per cent of households who have income below than $30,000 had no internet access27

In the income category of $87,000 and above only 3% were offline28

“Among those who aren't online, the main reason given was having no need or interest (56 per cent)”29

“12% of households said they lacked confidence, knowledge or skills”30


Factor Assessment Using Pest-C Analysis: United States of America

PEST Analysis



1. No specific license for the role of user support technician

2. Federal Business Tax ID31 3. Register business as DBA “Doing

Business As” with US SBA(Small Business Administration)32

GDP & GDP(Per Capita)

GDP

$13,060,000,000,000.0038

GDP Per Capita

$43,680.6738


1. Tax in US varies according to states and cities

2. Average sales tax rate is 9.60%33.

“Income Distribution Patterns39”


Government Legislation on DNCL

/Online Sales

Very Strict and detailed laws34.

Also

Telemarketers need to obtain state

telemarketing licenses. More details can

be found on the endnote35

Credit Availability

Banks are open to offering loans, line of credit and US SBA

financing40, 41


Government Support for Small

Business & Promotion

In order to ensure that small businesses

are self-confident to start, grow and create

jobs the President’s 2013 Budget will

have finance provisions for business

access to credit, decrease taxes, boost

investment and promote impact

investment etc. 36

Inflation

“The inflation rate in the United States was recorded at 2.00

percent in September of 201242”

Political Stability

135 years of political stability37

Unemployment Rate

7.8% as of September 201243

Wage

Average wage for User Support Technician in USA considering

10 biggest cities is $24/hour44


Population

According to the U.S. Census Bureau, current US

population is 314,688,77745


5years

Employment Patterns/Education level46

“Computer Support Specialists “

Internet Usage Trends50

REGION

Population 2010 Est.

Internet Users, June, 2010

Internet Penetration

http://www.internetworldstats.com/stats26.htm#america


2010 Median Pay

$46,260 per year

$22.24 per hour

Entry-Level Education

Some college, no

degree

Work Experience in a

Related Occupation

None

On-the-job Training

Moderate-term on-

the-job training

Number of Jobs, 2010 607,100

Job Outlook, 2010-20

18% (About as fast

as average)

Employment Change, 2010-

20

110,000

Total United States

310,232,863

239,893,600

77.3 %


1. Currently 167554700 Facebook users47

2. Back to School PC Shipments decreased in USA

for all major manufacturers except Lenovo in Q3

OF 201248

Main OEM’ Brands

Dell

IBM

TOSHIBA

SONY VAIO

HP

ASUS

SAMSUNG

ACER

GATEWAY

APPLE

http://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm#TB_inline?height=325&width=325&inlineId=qf-wage

http://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm#TB_inline?height=325&width=325&inlineId=qf-education

http://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm#TB_inline?height=325&width=325&inlineId=qf-experience

http://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm#TB_inline?height=325&width=325&inlineId=qf-experience

http://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm#TB_inline?height=325&width=325&inlineId=qf-training

http://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm#TB_inline?height=325&width=325&inlineId=qf-number-jobs

http://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm#TB_inline?height=325&width=325&inlineId=qf-outlook

http://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm#TB_inline?height=325&width=325&inlineId=qf-emp-change

http://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm#TB_inline?height=325&width=325&inlineId=qf-emp-change





Leisure Time49

Age Group 15-24years 27.09456181 %

Age Group 25-44years 19.53077921 %

Age Group 45-64years 22.68727407 %


Windows

Mac

Ios

Android

Blackberry

Factor Assessment Using Pest-C Analysis: UK

PEST Analysis



Licensing Requirements for New Business 51

Register as self-employed with HM Revenue &

Customs (HMRC)

Income Tax and Self-Assessment

National Insurance contributions

Value Added Tax (VAT)

Self-employed record keeping

GDP & GDP(Per Capita Income)

GDP $2.2 trillion56

GDP Per Capita $34,920 per capita56

http://www.hmrc.gov.uk/working/intro/selfemployed.htm#1







Taxation levels – VAT Percentage

3 Rates depending upon goods and services52

Standard - 20 per cent

Reduced - 5 per cent

Zero - 0 per cent

“Income Distribution patterns”57

Average family income in the UK is

£2,066


Few governing regulation but very strict.

Telephone Preference Service stop businesses to make unsolicited telemarketing calls to its customers53

Inflation

Inflation rate is 3.3%58

Government Support

Government has different support programs in

support for small businesses that include:

Grants

Subsidies

Loans

Tax Breaks

Business advantages in the form of

Wage

“Average annual income for support technicians in

the UK in 2010 was $23/hour59


government insurance against risks54

Political Stability

Solid and stable Economic, Political and Financial

System55

Unemployment Rate

Unemployment rate is7.9%60


Population

Population: 62.2 million61


5 Years

Employment Patterns/Education level

79,000 employees working as User Support

Technicians62

Internet Usage Trends

Internet Users66

51.44 million


Facebook Users63

33190940

Computer User64

35,890,000

Major OEM Brands

Dell

IBM

TOSHIBA

SONY VAIO

HP

ASUS

SAMSUNG

ACER

APPLE Leisure Time

65

Age Group 15-24years 26.94444444 %

Age Group 25-44years 21.59722222 %

Age Group 45-64years 25.83333333 %


Windows

Mac

Ios

Android

Blackberry


Factor Assessment Using Pest-C Analysis: Australia

PEST Analysis


Licensing Requirements for New Business67

Register for an Australian Business Number (ABN)

Register for Goods & Services Tax (GST)

Register for a Tax File Number (TFN)

Register for Payroll Tax

GDP & GDP(Per Capita Income)

GDP72

1371.76 billion US$

GDP Per Capita73

27427.64 US$


10% GST on all goods and services sold within

Australia68

Income Distribution Patterns74

Mean Income $848 per week

Median Income $715 per week

Government Legislation on DNCL

The Do Not Call Register is monitored by the Australian Communications and Media Authority (ACMA)69

Australian Consumer Law has strict regulations against business who do not abide and make unsolicited calls69

Inflation

2% as of 2012 Q375

Government Support for Small Business

Grants and funding programs are available from

Australian, state and territory governments70

Unemployment Rate

“Unemployment rate steady at 5.3%”76


Political Stability

Australia has better prospects for investment

opportunities as the nation’s political environment is

stable high degree of poise and certainty71

Wage77

Experience Salary

1-4 years AU$35,000 - AU$59,000

5-9 years AU$40,695 - AU$59,916


Population

22,799,75878


5 Years


Facebook Users79 11718840

Used computers for

Internet Access80

12,036,000

“Internet Usage Trends”80

Dec 2011 Jun 2012 '000 '000 Access connection

Dial-up connections

473 439

Broadband connections

DSL 4 553 4 632 Cable 900 917 Fibre 37 52 Satellite 100 94

Fixed wireless

35 30

Mobile wireless

5 491 5 862

Other 8 10

All broadband connections

11 123 11 597

Total number of subscribers

11 596 12 036


Leisure Time81

Age Group 15-24years 26.50272761 %

Age Group 25-44years 17.20812179 %

Age Group 45-64years 22.68727407 %

Main OEM’ Brands

Dell

IBM

TOSHIBA

SONY VAIO

HP

ASUS

SAMSUNG

ACER

APPLE

“Spending Patterns”72


Windows

Mac

Ios

Android

Blackberry


Factor Assessment Using Pest-C Analysis: New Zealand

PEST Analysis


Licensing Requirements for New Business82

Must register with Inland Revenue for tax purposes

Must also register for GST (Goods & Services Tax)

Income Distribution patterns

Mean Income87

US$18601

Median Income88

$560 (NZ$)


GST : 15%83

GDP & GDP(Per Capita Income)89

GDP NZ$ 202,018

GDP Per Capita NZ$ 45,769


The NZ Marketing Association regulates the "do not

mail" and "do not call" registrations to prevent

businesses for making unsolicited correspondence 84

Inflation

1% as of March 31st , 2012

90

Government Support85

Government have many support initiatives like:

Grants & incentives

Capability Development funding

Unemployment Rate

6.8% as of 30 June 201191

http://www.marketing.org.nz/


R&D Funding and Support

Political Stability

“Long-established democracy and a very stable

political environment”86

Wage

NZ$37,675-NZ$55,622 depending upon experience

of 1-4yrs92


Population

4,444,48793


5 years


Facebook Users94 2267300

Used computers for

Internet Access95

Over a Million

“Internet Usage Trends”97

Mostly use Broadband but many still use dial up

because of the cost benefit

Leisure Time96

Age Group 15-24years 29.6564452 %

Age Group 25-44years 20.00551447 %

Main OEM’ Brands

Dell

IBM

TOSHIBA


Age Group 45-64years 22.4168426 %

SONY VAIO

HP

ASUS

SAMSUNG

ACER

APPLE


Windows

Mac

Ios

Android

Blackberry

Appendix D Notes

1. http://www.canadabusiness.ca/eng/search/p-r/sgc-5917034/naics-5416/&activity%5B%5D=8876&activity%5B%5D=8875&activity%5B%5D=8883&sgc=5917034&loc_name=Victoria%2C+British+Columbia&naics=5416&industry_name=Management%2C+scientific+and+technical+consulting+services&briefcase=&js=available&lang=eng

2. http://www.cra-arc.gc.ca/tx/bsnss/tpcs/gst-tps/rts-eng.html 3. http://www.theworkingbank.ca/cwb-services/business-lending/commercial-lending/ 4. http://www.tdcanadatrust.com/products-services/small-business/credit/canada-small-

business-financing-loan/cred-csbfl.jsp 5. https://www.cibc.com/ca/small-business/gov-supported-progs.html 6. http://www.crtc.gc.ca/eng/info_sht/t1031.htm 7. http://www.cbc.ca/news/canada/story/2011/02/03/crtc-internet-clement.html 8. http://www.feddevontario.gc.ca/eic/site/723.nsf/eng/h_00278.html 9. http://www.fogartylaw.ca/2011/05/canada-begins-a-new-era-of-political-stability-2011-

election-aftermath/ 10. http://www.nationmaster.com/compare/Canada/United-States/ 11. http://www4.hrsdc.gc.ca/[email protected]?iid=22 12. http://www.statcan.gc.ca/daily-quotidien/121019/dq121019a-eng.htm 13. http://www.statcan.gc.ca/daily-quotidien/121005/dq121005a-eng.htm 14. http://www.calgaryeconomicdevelopment.com/sites/default/files/pdf/research/reports/whats

_new/global_demand_canada_us_uk/CED%20Labour%20Supply%20Study%202012%20-%20Recruiting%20User%20Support%20Technicians%20in%20Canada_US_UK_Ireland.pdf

15. http://www.statcan.gc.ca/start-debut-eng.html 16. http://www.servicecanada.gc.ca/eng/qc/job_futures/statistics/2282.shtml 17. http://www.calgaryeconomicdevelopment.com/sites/default/files/pdf/research/reports/whats


http://www.canadabusiness.ca/eng/search/p-r/sgc-5917034/naics-5416/&activity%5B%5D=8876&activity%5B%5D=8875&activity%5B%5D=8883&sgc=5917034&loc_name=Victoria%2C+British+Columbia&naics=5416&industry_name=Management%2C+scientific+and+technical+consulting+services&briefcase=&js=available&lang=eng




http://www.cra-arc.gc.ca/tx/bsnss/tpcs/gst-tps/rts-eng.html

http://www.theworkingbank.ca/cwb-services/business-lending/commercial-lending/

http://www.tdcanadatrust.com/products-services/small-business/credit/canada-small-business-financing-loan/cred-csbfl.jsp

http://www.tdcanadatrust.com/products-services/small-business/credit/canada-small-business-financing-loan/cred-csbfl.jsp

https://www.cibc.com/ca/small-business/gov-supported-progs.html

http://www.cbc.ca/news/canada/story/2011/02/03/crtc-internet-clement.html


http://www.fogartylaw.ca/2011/05/canada-begins-a-new-era-of-political-stability-2011-election-aftermath/

http://www.fogartylaw.ca/2011/05/canada-begins-a-new-era-of-political-stability-2011-election-aftermath/

http://www.nationmaster.com/compare/Canada/United-States/

http://www4.hrsdc.gc.ca/[email protected]?iid=22

http://www.statcan.gc.ca/daily-quotidien/121019/dq121019a-eng.htm


http://www.calgaryeconomicdevelopment.com/sites/default/files/pdf/research/reports/whats_new/global_demand_canada_us_uk/CED%20Labour%20Supply%20Study%202012%20-%20Recruiting%20User%20Support%20Technicians%20in%20Canada_US_UK_Ireland.pdf



http://www.statcan.gc.ca/start-debut-eng.html

http://www.servicecanada.gc.ca/eng/qc/job_futures/statistics/2282.shtml





18. Ibid 19. Ibid 20. http://www.socialbakers.com/facebook-statistics/canada 21. http://www42.statcan.ca/smr08/2012/smr08_167_2012-eng.htm 22. http://www.nationmaster.com/graph/lif_lei_lei_tim_lei_tim_acr_dem_gro_age_4564-

demographic-groups-ages-45-64 23. http://www42.statcan.ca/smr08/2012/smr08_167_2012-eng.htm 24. http://forums.cnet.com/7723-7586_102-316353/what-is-the-average-life-of-an-average-

desktop-computer/ 25. http://www.statcan.gc.ca/daily-quotidien/111012/dq111012a-eng.htm 26. http://www.internetworldstats.com/am/ca.htm 27. http://www.internetworldstats.com/am/ca.htm 28. http://www.cbc.ca/news/technology/story/2011/05/30/f-home-internet-access-barriers.html 29. http://www.cbc.ca/news/technology/story/2011/05/30/f-home-internet-access-barriers.html 30. http://www.cbc.ca/news/technology/story/2011/05/30/f-home-internet-access-barriers.html 31. http://www.sba.gov/content/obtain-your-federal-business-tax-id-ein 32. http://www.sba.gov/content/register-your-fictitious-or-doing-business-dba-name 33. http://www.forbes.com/sites/williampbarrett/2012/02/02/average-u-s-sales-tax-rate-drops-a-

little/ 34. http://www.sba.gov/content/telemarketing-laws 35. http://www.sba.gov/content/telemarketing-laws 36. http://www.whitehouse.gov/omb/factsheet/supporting-small-businesses-and-creating-jobs 37. http://www.ucg.org/news-and-prophecy/us-election-value-political-stability/ 38. http://www.nationmaster.com/compare/United-Kingdom/United-States 39. http://www.paulvanslembrouck.com/2011/household-income-distribution-in-u-s/ 40. https://www.usbank.com/small-business/credit-financing/sba-loans.html 41. https://www.bankofamerica.com/smallbusiness/ 42. http://www.tradingeconomics.com/united-states/gdp-growth 43. http://www.bls.gov/cps/ 44. http://www.calgaryeconomicdevelopment.com/sites/default/files/pdf/research/reports/whats


45. http://www.census.gov/population/www/popclockus.html 46. http://www.bls.gov/ooh/computer-and-information-technology/computer-support-

specialists.htm 47. http://www.socialbakers.com/facebook-statistics/united-states 48. http://www.gartner.com/it/page.jsp?id=2194017 49. http://www.nationmaster.com/graph/lif_lei_lei_tim_lei_tim_acr_dem_gro_age_1524-

demographic-groups-ages-15-24 50. http://www.internetworldstats.com/stats26.htm

51. http://www.hmrc.gov.uk/working/intro/selfemployed.htm 52. http://www.hmrc.gov.uk/vat/start/introduction.htm#2 53. http://www.quotebean.co.uk/buying-services/telemarketing-companies/help-to-buy-

guides/telemarketing-laws/

http://www.socialbakers.com/facebook-statistics/canada

http://www.nationmaster.com/graph/lif_lei_lei_tim_lei_tim_acr_dem_gro_age_4564-demographic-groups-ages-45-64


http://www42.statcan.ca/smr08/2012/smr08_167_2012-eng.htm


http://www.internetworldstats.com/am/ca.htm

http://www.internetworldstats.com/am/ca.htm

http://www.cbc.ca/news/technology/story/2011/05/30/f-home-internet-access-barriers.html



http://www.sba.gov/content/obtain-your-federal-business-tax-id-ein

http://www.sba.gov/content/register-your-fictitious-or-doing-business-dba-name

http://www.forbes.com/sites/williampbarrett/2012/02/02/average-u-s-sales-tax-rate-drops-a-little/

http://www.forbes.com/sites/williampbarrett/2012/02/02/average-u-s-sales-tax-rate-drops-a-little/

http://www.sba.gov/content/telemarketing-laws

http://www.whitehouse.gov/omb/factsheet/supporting-small-businesses-and-creating-jobs

http://www.ucg.org/news-and-prophecy/us-election-value-political-stability/

http://www.nationmaster.com/compare/United-Kingdom/United-States

http://www.paulvanslembrouck.com/2011/household-income-distribution-in-u-s/

https://www.usbank.com/small-business/credit-financing/sba-loans.html

https://www.bankofamerica.com/smallbusiness/

http://www.tradingeconomics.com/united-states/gdp-growth

http://www.bls.gov/cps/




http://www.census.gov/population/www/popclockus.html

http://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm

http://www.bls.gov/ooh/computer-and-information-technology/computer-support-specialists.htm

http://www.socialbakers.com/facebook-statistics/united-states

http://www.gartner.com/it/page.jsp?id=2194017



http://www.hmrc.gov.uk/working/intro/selfemployed.htm

http://www.hmrc.gov.uk/vat/start/introduction.htm#2

http://www.quotebean.co.uk/buying-services/telemarketing-companies/help-to-buy-guides/telemarketing-laws/

http://www.quotebean.co.uk/buying-services/telemarketing-companies/help-to-buy-guides/telemarketing-laws/


54. http://www.ukbusinessgrants.org/programs.php 55. http://www3.ambest.com/ratings/cr/reports/UnitedKingdom.pdf 56. http://www.heritage.org/index/country/unitedkingdom 57. http://www.aviva.com/data/report-library/Family_Finances_Report_5_Jan_2012.pdf 58. http://www.heritage.org/index/country/unitedkingdom 59. http://www.calgaryeconomicdevelopment.com/sites/default/files/pdf/research/reports/whats


60. http://www.heritage.org/index/country/unitedkingdom 61. http://www.heritage.org/index/country/unitedkingdom 62. http://www.calgaryeconomicdevelopment.com/sites/default/files/pdf/research/reports/whats


63. http://www.socialbakers.com/facebook-statistics/united-kingdom 64. http://www.mapsofworld.com/world-top-ten/world-top-ten-personal-computers-users-

map.html 65. http://www.nationmaster.com/graph/lif_lei_lei_tim_lei_tim_acr_dem_gro_age_4564-

demographic-groups-ages-45-64 66. http://www.mapsofworld.com/world-top-ten/world-top-ten-personal-computers-users-

map.html 67. http://www.business.gov.au/BusinessTopics/Registrationandlicences/Pages/default.aspx 68. http://www.taxrates.cc/html/australia-tax-rates.html 69. http://www.accc.gov.au/content/index.phtml/itemId/815462 70. http://www.business.gov.au/BusinessTopics/Grantsandassistance/Pages/default.aspx 71. http://www.austrade.gov.au/Invest/Why-Australia/Democratic-and-Politically-

Stable/default.aspx 72. http://www.tradingeconomics.com/australia/gdp 73. http://www.tradingeconomics.com/australia/gdp-per-capita 74. http://www.abs.gov.au/ausstats/[email protected]/Lookup/by%20Subject/1301.0~2012~Main%20Feat

ures~Household%20income,%20expenditure%20and%20wealth~193 75. http://www.tradingeconomics.com/australia/inflation-cpi 76. http://www.abs.gov.au/ausstats/[email protected]/mf/6202.0 77. http://www.payscale.com/research/AU/Job=Computer_Support_Technician/Salary#by_Years_

Experience 78. http://www.abs.gov.au/ausstats/[email protected]/94713ad445ff1425ca25682000192af2/1647509ef7e

25faaca2568a900154b63!OpenDocument 79. http://www.socialbakers.com/facebook-statistics/australia 80. http://www.abs.gov.au/ausstats/[email protected]/Latestproducts/8153.0Media%20Release1Jun%202

012?opendocument&tabname=Summary&prodno=8153.0&issue=Jun%202012&num=&view= 81. http://www.nationmaster.com/graph/lif_lei_lei_tim_lei_tim_acr_dem_gro_age_1524-

demographic-groups-ages-15-24 82. http://www.business.govt.nz/starting-and-stopping/entering-a-business/starting-a-

business#registrations 83. http://www.taxrates.cc/html/new-zealand-tax-rates.html

http://www.ukbusinessgrants.org/programs.php

http://www3.ambest.com/ratings/cr/reports/UnitedKingdom.pdf

http://www.heritage.org/index/country/unitedkingdom










http://www.socialbakers.com/facebook-statistics/united-kingdom

http://www.mapsofworld.com/world-top-ten/world-top-ten-personal-computers-users-map.html






http://www.taxrates.cc/html/australia-tax-rates.html

http://www.accc.gov.au/content/index.phtml/itemId/815462

http://www.business.gov.au/BusinessTopics/Grantsandassistance/Pages/default.aspx

http://www.austrade.gov.au/Invest/Why-Australia/Democratic-and-Politically-Stable/default.aspx

http://www.austrade.gov.au/Invest/Why-Australia/Democratic-and-Politically-Stable/default.aspx

http://www.tradingeconomics.com/australia/gdp

http://www.abs.gov.au/ausstats/[email protected]/Lookup/by%20Subject/1301.0~2012~Main%20Features~Household%20income,%20expenditure%20and%20wealth~193

http://www.abs.gov.au/ausstats/[email protected]/Lookup/by%20Subject/1301.0~2012~Main%20Features~Household%20income,%20expenditure%20and%20wealth~193

http://www.tradingeconomics.com/australia/inflation-cpi

http://www.abs.gov.au/ausstats/[email protected]/mf/6202.0

http://www.payscale.com/research/AU/Job=Computer_Support_Technician/Salary#by_Years_Experience

http://www.payscale.com/research/AU/Job=Computer_Support_Technician/Salary#by_Years_Experience

http://www.abs.gov.au/ausstats/[email protected]/94713ad445ff1425ca25682000192af2/1647509ef7e25faaca2568a900154b63!OpenDocument

http://www.abs.gov.au/ausstats/[email protected]/94713ad445ff1425ca25682000192af2/1647509ef7e25faaca2568a900154b63!OpenDocument

http://www.socialbakers.com/facebook-statistics/australia

http://www.abs.gov.au/ausstats/[email protected]/Latestproducts/8153.0Media%20Release1Jun%202012?opendocument&tabname=Summary&prodno=8153.0&issue=Jun%202012&num=&view

http://www.abs.gov.au/ausstats/[email protected]/Latestproducts/8153.0Media%20Release1Jun%202012?opendocument&tabname=Summary&prodno=8153.0&issue=Jun%202012&num=&view



http://www.business.govt.nz/starting-and-stopping/entering-a-business/starting-a-business#registrations

http://www.business.govt.nz/starting-and-stopping/entering-a-business/starting-a-business#registrations

http://www.taxrates.cc/html/new-zealand-tax-rates.html


84. http://www.consumer.org.nz/reports/telemarketing/what-can-you-do 85. http://www.business.govt.nz/support-and-advice/grants-incentives 86. http://www.newzealandeducated.com/int/en/guide/on_arrival/government_services 87. http://www.oecdbetterlifeindex.org/countries/new-zealand/ 88. http://www.stats.govt.nz/browse_for_stats/income-and-

work/Income/NZIncomeSurvey_HOTPJun12qtr.aspx 89. http://business.newzealand.com/northamerica/en/invest-in-new-zealand/new-zealand-

economy-facts-and-figures/ 90. http://business.newzealand.com/northamerica/en/invest-in-new-zealand/new-zealand-

economy-facts-and-figures/ 91. http://business.newzealand.com/northamerica/en/invest-in-new-zealand/new-zealand-

economy-facts-and-figures/ 92. http://www.payscale.com/research/NZ/Job=Desktop_Support_Technician/Salary/by_Degree#b

y_Years_Experience 93. http://www.stats.govt.nz/tools_and_services/tools/population_clock.aspx 94. http://www.socialbakers.com/facebook-statistics/new-zealand 95. http://www.stats.govt.nz/browse_for_stats/industry_sectors/information_technology_and_co

mmunications/HouseholdUseofICT_HOTP2009.aspx 96. http://www.nationmaster.com/graph/lif_lei_lei_tim_lei_tim_acr_dem_gro_age_4564-

demographic-groups-ages-45-64 97. http://www.stats.govt.nz/browse_for_stats/industry_sectors/information_technology_and_co

mmunications/HouseholdUseofICT_HOTP2009.aspx

http://www.consumer.org.nz/reports/telemarketing/what-can-you-do

http://www.business.govt.nz/support-and-advice/grants-incentives

http://www.newzealandeducated.com/int/en/guide/on_arrival/government_services

http://www.oecdbetterlifeindex.org/countries/new-zealand/

http://www.stats.govt.nz/browse_for_stats/income-and-work/Income/NZIncomeSurvey_HOTPJun12qtr.aspx

http://www.stats.govt.nz/browse_for_stats/income-and-work/Income/NZIncomeSurvey_HOTPJun12qtr.aspx

http://business.newzealand.com/northamerica/en/invest-in-new-zealand/new-zealand-economy-facts-and-figures/






http://www.payscale.com/research/NZ/Job=Desktop_Support_Technician/Salary/by_Degree#by_Years_Experience

http://www.payscale.com/research/NZ/Job=Desktop_Support_Technician/Salary/by_Degree#by_Years_Experience

http://www.stats.govt.nz/tools_and_services/tools/population_clock.aspx

http://www.socialbakers.com/facebook-statistics/new-zealand

http://www.stats.govt.nz/browse_for_stats/industry_sectors/information_technology_and_communications/HouseholdUseofICT_HOTP2009.aspx

http://www.stats.govt.nz/browse_for_stats/industry_sectors/information_technology_and_communications/HouseholdUseofICT_HOTP2009.aspx




APPENDIX – E Ultimatepccure - Competition Analysis Support.com, Inc. Company Profile : Support.com, Inc is a US based computer technology corporation incorporated in Delaware in December 1997 under the name Replicase, Inc and later it changed name to Support.com, Inc. in 2009. It offers online computer repair support to customers in US as well as Canada. It is a public listed on the NASDAQ Market under the symbol SPRT.4

Market Entry Strategy: Support.com emerged in US and Canada as an online support company that offered support online via remote access. For employees they have a work from home model in Canada where again support.com is physically not present in Canada.30

Comparative Advantage: Support.com has technical support employees in USA and Canada only and customers do not have to struggle with the language barrier where in with other support providers language is a major support barrier. Key Strengths5

Public Listed Company. Listed on NASDAQ36

Accepts all major credit cards and Pay Pal37

24/7. 365 Days Remote Support with 100% Money back Guarantee38

Customer base of over 800,000 served over the 1-800 number39

Technology Experts 100% based in US and Canada40

Employees get the option of work from home41

Partnership and affiliate programs with ISP’s and other retailers42

Offers Subscription plans and one time fixes

Business Intelligence experience of 15 years

Reviewed by BBB (Better Business Bureau)

Solid annual revenue of $53 Million

Higher customer satisfaction

Supports Windows as well as Mac43 Weaknesses

Services only in US and Canada

Offers only Online Support

Reliance on remote support which customers may find hard to connect

Lesser margins as it employs employees in US and Canada only7

Decreasing Gross Margin8 iYogi Technical Services Pvt. Ltd. Company Profile: Iyogi is one of the fastest growing remote technical support companies in the world and was founded in 2005. Iyogi has perfected the remote technical support model to successfully overcome limitations like time and distance.35 The company’s database serves information on the customer and his/her history of incidents, every time a contact is made to provide a personalized service. The company has more than 100,000 annual subscribers across four continents and has a customer satisfaction rating of 95%.9 Key areas of service include, USA, Canada, UK and Australia.


Market Entry Strategy: Iyogi initially emerged as an online remote support company but with its excellence in online marketing and business strategy it is has expanded itself on the global level. It used World Wide Web to enter US, Canada, Australia and UK when it purchased google ad words in these countries which generated it business on a large scale.31 Later, in april 2010, Iyogi signed up an agreement with IBM to enable and support its accelerated growth plans for expanding service delivery capabilities across multiple countries.32

Comparative Advantage: Iyogi has comparative advantage in customer reach via google adwords and strategic alliances with brands like IBM. Additionally, Iyogi is able to offer its services at comparatively cheaper rate than the competition as it is based in India where the average salary of Sr. Technical Support Executive is between $300-$400 monthly.33

Key Strengths

Private Limited company with streamlined controls

Accepts all major credit cards excluding American Express

Customer Satisfaction rate of 95% and a Resolution rate of 87%10

24/7. 365 Days Remote Support with 100% Money back Guarantee11

Growing Customer base with more than 100,000 annual subscribers across four continents12

with currently over 2 Million users13

Remote Technology Experts 100% based in India with lower operating cost

Investment Partnerships with Sequoia Capital, Draper Fisher Jurvetson, Canaan Partners, SAP Ventures, SVB India Capital Partners14

A $30 million infusion of venture capital by Sequoia helped Iyogi to expand to 5,000 employees15

Very competitive annual and incident based plans

Business Intelligence experience of over 7 years

Accredited by BBB (Better Business Bureau)

Recently launched Business Non-stop Program to recruit and deploy 1000 on-site local engineers across North America to support its 5000 offshore technicians

Supports Windows as well as Mac Weaknesses

Main Services only in US, Canada, Australia and some parts of Europe

Currently only Offers online remote support

Reliance on remote support which customers may find hard to connect

Rely on lower quality sound system16

Concentration of higher volumes of employees on smaller floors which created disturbance over the line

Language barrier

Inexperienced employees with no certification like A+

Unhappy employees with high attrition rate17, 18, 19

American Express and Pay Pal not accepted as a result of number of chargeback by customers using American Express20

Compact training programs


Geek Squad Company Profile: Geek Squad is a technology support company that provides consumers with technical and on-site technical support services for computers and electronics with over 20,000 Agents supporting the customers around the globe. It was founded in 1994 and was captured by best buy in 2003.21With the heavy advertising budget of brand recognition of Best Buy, Geek Squad has flourished a long way to establish itself as challenging competitor in the technical support industry. Market Entry Strategy: “After Best Buy captured Geek Squad in 2003, Geek Squad exists in all Best Buy stores in the United States, Puerto Rico, Canada, China, Netherlands and the United Kingdom.44” In UK, Geek Squad opened up in 2008 in 50-50 joint venture with Carphone Warehouse.45 So Geek Squad was an independent company until it got a recognized market entry when it gained momentum after its acquisition by Best Buy. Comparative Advantage: Geek squad has been able to build its brand very quickly by associating itself with Best Buy. Best Buy’s strongest network and brand recognition have Geek Squad an edge where ever it exists. Key Strengths

Well managed company with passionate employees

Highly skilled engineers

Financial support by Best Buy

Geek Squad technicians can be accessed 24 hours a day, 365 days a year on 1800 number22

Customers can schedule appointments according to their own timings23

Get customers automatically as it is he support arm of Best Buy

Offer wide array of services in computers and other electrical gadgets and devices as well as car stereos

Offer streamlined support in home as well as online that serviced over 1.5 million PCs24

30 day Money back guarantee25

Business Intelligence experience of over 18 years

Accredited by BBB (Better Business Bureau)

Very professional and niche attire and branding

Geek Squad services business accounts for roughly 6 percent of Best Buy’s $50 billion in annual sales - more than $3 billion worth of high-margin revenue26

Today, working out of 700 Best Buy locations across North America, Geek Squad's 12,000 service agents clock nearly $1 billion in services and return some $280 million to the retailer's bottom line27

Weaknesses

Geek Squad is much more expensive than its rivals in online, onsite and in-store support.

Competition from many online remote assistance companies

Competition from local onsite technicians

Most expensive in its class of computer support in North America

http://en.wikipedia.org/wiki/United_States

http://en.wikipedia.org/wiki/Puerto_Rico

http://en.wikipedia.org/wiki/Canada

http://en.wikipedia.org/wiki/China

http://en.wikipedia.org/wiki/Netherlands

http://en.wikipedia.org/wiki/United_Kingdom

http://en.wikipedia.org/wiki/Carphone_Warehouse


Appendix E Notes 0. http://www.windowsrenew.com/start-a-computer-repair-business/ 1. http://www.itok.net/blog/index.php/2011/01/computer-tech-support-industry-stats/ 2. Ibid 3. Ibid 4. http://www.support.com/about 5. http://www.support.com/faq 6. Ibid 7. http://www.hoovers.com/company-information/cs/competition.Supportcom_Inc.e32e934a0280995a.html 8. Ibid 9. http://financials.morningstar.com/ratios/r.html?t=SPRT&region=USA&culture=en-us 10. http://www.mustbein.com/corporate/311 11. http://www.iyogi.ca/tech-experts.html 12. http://www.iyogi.ca/factsheet.html 13. http://www.mustbein.com/corporate/311 14. http://www.freemium.org/2012/07/27/iyogi/ 15. http://www.iyogi.ca/factsheet.html 16. http://money.cnn.com/galleries/2012/news/international/1204/gallery.asia-hottest-

businesspeople.fortune/19.html 17. http://www.iyogi.ca/customer-testimonial.html 18. http://www.glassdoor.com/Reviews/iYogi-Reviews-E368190.htm 19. http://www.glassdoor.com/Reviews/iYogi-New-Delhi-Reviews-EI_IE368190.0,5_IL.6,15_IM1083.htm 20. http://www.glassdoor.com/Reviews/Employee-Review-iYogi-RVW1784842.htm 21. https://services.iyogi.net/register/subscription/signupca.aspx 22. http://biz.yahoo.com/ic/140/140962.html 23. http://www.geeksquad.com/about-us/ 24. http://www.geeksquad.com/scheduling/ 25. http://www.bestbuy.ca/en-CA/whygeeksquad.aspx 26. http://www.geeksquad.com/why-choose-us/our-guarantee.aspx 27. http://www.msnbc.msn.com/id/46043895/ns/business-cnbc_tv/t/geek-squad-city-dead-pcs-come-back-

life/#.UIBfHcXR5Jk 28. http://www.businessweek.com/stories/2007-03-26/the-wiki-workplacebusinessweek-business-news-stock-

market-and-financial-advice 30. http://www.support.com/about/careers/locations/workfromhome visited on 10/29/2012 31. I have personally worked at iyogi as Senior Tech- Sales Executive

32. http://www-935.ibm.com/services/in/gts/bus/html/15_april_2010_iyogi_signs.html visited on 10/30/212 33. www.payscale.com/research/IN/Job=Call_Center_and_Customer_Service_Executive/Salary visited on 10/30/212 34. http://www.support.com/about visited on 10/30/212 35. http://www.slideshare.net/iYogi visited on 10/30/212 36. Ibid visited on 10/30/212 37. Ibid visited on 10/30/212 38. Ibid visited on 10/30/212 39. Ibid visited on 10/30/212 40. Ibid visited on 10/30/212 41. Ibid visited on 10/30/212 42. Ibid visited on 10/30/212 43. http://www.support.com/whatwedo visited on 10/30/212 44. http://tinyurl.com/qckch5 45. http://oft.gov.uk/OFTwork/mergers/decisions/2008/bestbuy

http://www.windowsrenew.com/start-a-computer-repair-business/

http://www.itok.net/blog/index.php/2011/01/computer-tech-support-industry-stats/

http://www.support.com/about

http://www.support.com/faq

http://www.hoovers.com/company-information/cs/competition.Supportcom_Inc.e32e934a0280995a.html

http://financials.morningstar.com/ratios/r.html?t=SPRT&region=USA&culture=en-us

http://www.mustbein.com/corporate/311

http://www.iyogi.ca/tech-experts.html

http://www.mustbein.com/corporate/311

http://www.iyogi.ca/factsheet.html

http://money.cnn.com/galleries/2012/news/international/1204/gallery.asia-hottest-businesspeople.fortune/19.html

http://money.cnn.com/galleries/2012/news/international/1204/gallery.asia-hottest-businesspeople.fortune/19.html

http://www.iyogi.ca/customer-testimonial.html

http://www.glassdoor.com/Reviews/iYogi-Reviews-E368190.htm

http://www.glassdoor.com/Reviews/iYogi-New-Delhi-Reviews-EI_IE368190.0,5_IL.6,15_IM1083.htm

http://www.glassdoor.com/Reviews/Employee-Review-iYogi-RVW1784842.htm

https://services.iyogi.net/register/subscription/signupca.aspx

http://biz.yahoo.com/ic/140/140962.html

http://www.geeksquad.com/about-us/

http://www.geeksquad.com/scheduling/

http://www.geeksquad.com/why-choose-us/our-guarantee.aspx

http://www.msnbc.msn.com/id/46043895/ns/business-cnbc_tv/t/geek-squad-city-dead-pcs-come-back-life/#.UIBfHcXR5Jk

http://www.msnbc.msn.com/id/46043895/ns/business-cnbc_tv/t/geek-squad-city-dead-pcs-come-back-life/#.UIBfHcXR5Jk

http://www.businessweek.com/stories/2007-03-26/the-wiki-workplacebusinessweek-business-news-stock-market-and-financial-advice

http://www.businessweek.com/stories/2007-03-26/the-wiki-workplacebusinessweek-business-news-stock-market-and-financial-advice

http://www.support.com/about/careers/locations/workfromhome

http://www-935.ibm.com/services/in/gts/bus/html/15_april_2010_iyogi_signs.html

http://www.payscale.com/research/IN/Job=Call_Center_and_Customer_Service_Executive/Salary

http://www.support.com/about

http://www.slideshare.net/iYogi

http://www.support.com/whatwedo%20visited%20on%2010/30/212

International Business Strategy Plan for a new or an emerging Start Up

Business

Transcript of International Business Strategy Plan for a new or an emerging Start Up