Rethinking Your ERP Support Strategy - · PDF filespinnakersupport.com Rethinking Your ERP Support Strategy WHITE PAPER In THIS PAPER, You WIll lEARn: • Why IT professionals are

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Rethinking Your ERP Support Strategy

WHITE PAPER

In THIS PAPER, You WIll lEARn: •WhyITprofessionalsarelookingto

cutcostsandwhere

•Whyorganizationsarequestioningthe valueoftheircurrentsoftwaresupportprovider

•TCOanalysisofcurrentsupport strategyvs.athird-partysupport providermodel

•Benefitsandoverviewof third-partysupportmodel

TABLE OF CONTENTS:

ThehIghCOsTOfsysTemmaInTenanCe.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

2012 IT Challenges ............................................................................................. 3

Global Markets ........................................................................................................... 3

Headcount Reductions .................................................................................................. 3

Proving a Return ........................................................................................................ 3

Technology Obsolescence ................................................................................................ 3

The High Cost of Maintenance ....................................................................................... 4

2012 IT Priorities .............................................................................................. 4

Re-think Your ERP Support Strategy ........................................................................ 5

What is Third-party Support? ...............................................................................10

Is Third-party Support Right for You? ...............................................................................10

Benefits of Third-party Support ......................................................................................11

neXTsTePs.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

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THE HIGH CoST oF SYSTEM MAInTEnAnCEIt’sanewyear.youhaveanewbudgetandanewsetofpriorities.yourorganizationistaskedwithexecuting initiativesonanever-shrinkingbudget.Challengesariseineverypartoftheorganization,butthepressureonITtoexecuteisgreaterthanever.Todaymorethanever,decisionmakersmustmakethemostofscarceresourcesandatthesametimerespondtoever-increasingdemandsforimprovedperformanceandnewtechnology.

ThispaperlooksatthechallengesITdepartmentsfaceinthisneweconomyandofferssomewaystomaximizeyourenterprisesoftwareinvestments,inparticular,whenitcomestoeRPsoftwaremaintenance.

2012ITChaLLenges It’snotoveryet.Improving?Certainly,butitappearswehaveawaystogo.Therecessionforcedalotofchangesinorganizations.Whilecostcontainmenthasandwillalwaysbeapriorityformostcompanies,theeconomicmeltdownwitnessedoverthepast36monthshascausedenterprisestore-thinktheirITplansandprioritieswithanewperspective.

ThefollowingarecommonchallengesofparticularsaliencetotheITexecutivetoday:

Global MarketsTheglobalizationofworldeconomieshasgreatlyenhancedthevalueofinformationtobusinessorganizationsandhasofferednewbusinessopportunities.Today,ITistaskedwithprovidingthecommunicationandanalytical powerthatorganizationsneedforconductingtradeandmanagingbusinessatagloballevelwithease.To coordinatetheirworldwidenetworkofsuppliers,distributorsandconsumers,organizationshavedevelopedglobalinformationsystemsthatcantrackorders,deliveriesandpaymentsaroundtheclock.Thesupportinfrastructurenecessarytosustainthesesystemsiscostly.

Headcount ReductionsWithfinancialcutsneededinmostorganizationstoweatherthesetoughfinancialtimes,oneofthefirstcost containmenttacticsistocutstaff.you’veseenthenewsheadlines.Unemploymentisata27-yearhighanditdoesnotappeartobegettingbetterasquicklyaswehadallhoped.

LessITheadcountornotgettingtofulfillemploymentrequisitionsaddstoyourchallengesin2012.yourtasklistdidnotgetshorter,inmostcases,itislongerthaneverandyetyouhavefewerpeopletoperformthework.manycompaniesnowhavetosupplementtheirskillsandstaffingwithconsultants.Thisapproachcanbecosteffectiveforspecificproblems,butfindingtherightskillset,availability,timeframes,andtravelallenterintoastaffaugmentationdecision.

Proving a Returnmaintainingtheseglobalmission-criticalsystemsandinvestmentsisdifficultinthebestoftimes,eventhosewithprovenreturns;butitisnearlyimpossibleinthecurrenteconomicenvironment.Thesecompetingdemandsgeneratesignificantscrutinyofproposalsfornewinformationtechnologyinvestments.asaresult,manyITinvestmentplanningprocessesnowrequiresomeanalysisofthecostsandreturnsexpectedfromthatproposedinvestment.Unfortunately,manytechnologyandbusinessmanagersoftenlackmodelsthatcanguidethemthroughsuchanalyses.evenfewerhavethecapitaltomaketheinvestments.

Technology obsolescencealltechnologybecomesobsoleteatsomepoint.Thisphenomenonisduetochangesinbusinessrequirementsand/orthetechnologynolongeralignswiththebusinessneeds(aself-selectedobsolescence).Obsolescenceisoftentheresultofvendorchoice(aforcedobsolescence)whenhardwareorsoftwaremanufacturersestablishapre-determined“end-of-support”dateforaproduct–the“support”euphemismistheindustry’soperativetermformaintenance.eachformofobsolescencerequiresbusinessestomakeinvestmentsinnewsystems.

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The High Cost of MaintenanceThedictionarydefinesmaintenanceas,“Theworkofkeepingsomethinginproperorder.”however,this definitiondoesnotnecessarilyfitforsoftware.softwaremaintenanceisdifferentfromhardwaremaintenance inthatsoftwaredoesnotphysicallywearout,butoftengetslessusefulwithage.softwaremaintenanceis moreaccuratelydescribedasasoftwarevendor’sincrementalserviceofprovidingsoftwareupdatesandproductsupporttotheirlicensedusers.

enterpriseresourceplanning(eRP)softwareannualmaintenancefeesgenerallyrangefrom18to22%ofthe initiallicensecharges,representingasignificantannuitystreamforcompaniessuchassaP,Oracleand microsoft.

2012ITPRIORITIesCIOITbudgetsareanticipatedtobeessentiallyflatfor2012.Theseinvestmentsarestrongestamong enterprisesinLatinamerica(witha12.7percentITbudgetincrease)andtheasia/Pacificregion(witha 3.4percentincrease),whileinvestmentsareweakestamongthelargestenterprisesinnorthamerica (decreasing0.6percent)andeurope(down0.7percent).Largerorganizations,thosewithITbudgetsmore than$500million,havecontinuedtocuttheirITexpenditures,offsettingmodestgrowthintherestofthe surveypopulation.

ThequestionthatreallyneedsansweringishowthosesameCIOsaregoingtofindthebudgetnecessarytodeliveronbusinesspriorities.Onethoughtisthatmostofthetechnologiestheysaytheyneedarerelativelylowcostorattheveryleastlowercostthanon-premisealternatives(wheretheyexist.)Whatifyoucouldreleasesay1-2%oftotalbudgetthroughtheuseofthirdpartymaintenanceforeRP?

Consideringthesechallenges,itshouldcomeasnosurprisethatarecentsurveybygartneraskedCIOswhattheirtopbusinessandtechnologyprioritieswillbefor2012,“reducingenterprisecosts”wasrankednumberthree.Thisprioritywasoutrankedby“increasingenterprisegrowthatnumberone.”aconundrum?

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CIo ToP 10 BuSInESS And TECHnoloGY PRIoRITIES FoR 20121

Top 10 Business Priorities Ranking

Increasingenterprisegrowth 1

attractingandretainingnewcustomers 2

Reducingenterprisecosts 3

Creatingnewproductsandservices(innovation) 4

Deliveringoperationalresults 5

Improvingefficiency 6

Improvingprofitability(margins) 7

attractingandretainingworkforce 8

Improvingmarketingandsaleseffectiveness 9

expandingintonewmarketsandgeographies 10

Top 10 Technology Priorities Ranking

analyticsandbusinessintelligence 1

mobiletechnologies 2

Cloudcomputing(saas,Iaas,Paas) 3

Collaborationtechnologies(workflow) 4

Virtualization 5

Legacymodernization 6

ITmanagement 7

CRm 8

eRPapplications 9

security 10

Re-ThInKyOUReRPsUPPORTsTRaTegyTherearemanywaysthatorganizationsarelookingtocontroltheirITcostsintheneweconomiclandscape.spinnakersupportsuggestscompaniesconsiderreallocatingmaintenancedollarstohigher-returninvestmentssuchas:people,technologyandinfrastructuretobetterservetheirglobalmarkets.

Questioning the Value of Manufacturer Software MaintenanceThequestionmanysoftwareusersareaskingthemselvesmorefrequentlyiswhetherthesehighannualvendormaintenancefeesaredeliveringtheintendedbenefit.Thisquestionhasbecomeparticularlypoignantoverthepast36monthsasexecutivesfacethechallengesofsustainingtheirbusinessesandmanagingprioritiesintheworsteconomyin27years.

accordingtoRayWangofConstellationResearch2,interestinthird-partymaintenance(3Pm)servicesincreasedfrom19.6%inQ32009toalmost57%inQ22011.factorsforthisincreaseinclude:

• Continuing cost pressures ITbudgetscontinuetobeflatorshrinking.Organizationsmustdomorewithless,andatthesametimearefeelingpressuretoinnovate.

• Gaining minimal value in maintenance services mostrespondentsbelievetheyarepayingtoomuchfortoolittle.manyclientshavenotapplied upgradesandpatchesforyears.

• Slowing pace of vendor innovation Thepressuretoinnovatehasincreased.surveyresultsshowan18percentjumpoverlastyearin respondentsstatingthatthepaceofinnovationistooslow.

• Declining plans to upgrade UnlikeQ32009whereworseningeconomicconditionsledtoa27pointincreaseininterestin3Pm,morecustomersnowplantoupgradeandsee3Pmaspartofthisstrategytostabilizetheenvironmentandthenupgrade.

• Expecting better service Unfortunately,expectationsforbetterservicecontinuetodrop.servicecontinuestoplayakeyfactorindecisionstogoto3Pm.morethan20percentofcustomershavegivenuponexpectingbetterservicebetweenQ22011andQ32009.

• Delivering self-support Overthepastthreeyears,oursurveyshowsadoublingintherespondentswhoalreadyprovidetheirownsupport.Theseorganizationshavenoneedtopaymaintenancewhentheyaredoingallthework.

• Disliking the vendor althoughvendorlikabilityhasincreased,thenumbersstillrepresenthighdisapprovalratingswhichplayafactorinmovingtothirdpartymaintenance.

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andwhenitcomestowhichsoftwarevendor’sproductstopthelistforthird-partymaintenanceinterest,Oracle,saPandIBmproductsmakeupthetopthreevendors.

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WHY ARE CoMPAnIES ConSIdERInG THIRd-PARTY SuPPoRT?

Cost pressures

not seeing value in maintenance services

Pace of innovation too slow

do not plan to upgrade

Expect better service

Self support

dislike the vendor

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00% 100.00%

Source: Software Insider Survey: State of 3PM Q3 2009 n- 51/260, Q1 2010 n=101/241, Q2 2011 n=139/244

Q2 2011

Q1 2010

Q3 2009

Q2 2011

Q1 2010

Q3 2009

68.32%

54.46%

41.18%

52.94%

SAP And oRAClE REMAIn ToP oF MInd FoR THIRd-PARTY SuPPoRT

oracle (Siebel, PeopleSoft, Jd Edwards, etc)

SAP

Infor (Baan, Syteline, BPCS, Manman, etc)

IBM

lawson

Computer Associates

Microsoft dynamics

Epicor

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00% 100.00%

Source: Software Insider Survey: State of 3PM Q3 2009 n- 51/260, Q1 2010 n=101/241, Q2 2011 n=139/244

46.76%

72.66%

79.86%80.20%

72.55%

60.40%

30.69%

33.66%

64.71%

27.45%

41.18%

44.60%

39.57%

22.30%

96.04%96.08%

94.24%

92.16%

64.71%

25.49%

41.18%

21.57%

13.73%

92.81%

79.14%

41.01%

29.50%

22.30%

10.79%

10.07%

5.76%

88.12%

76.24%

30.69%

34.65%

16.83%

11.88%

10.89%

10.89%

5.88%

15.69%

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VEndoR MAInTEnAnCE REVEnuES ConTInuE To GRoW3

What are you really paying to support your current ERP software?saP’smaintenancebusinessaccountedforabout60%ofthefirm’soverallrevenueandabout90%onamargincontributionbasis.maintenancerevenueisontheriseassaPaggressivelyincreasessupportcoststo22%oflicenserevenue.

15000

2001 2011

12500

7500

3750

0

Professional services and other service revenue

Subscription and other software-related service revenue

Support revenue

Software revenue

7000

2001 2011

5250

3500

1750

0

Software revenue

Support revenue

Subscription and other software-related service revenue

Professional services and other service revenue

SAP CuMulATIVE REVEnuES 2001-2011

SAP lInE oF BuSInESS REVS 2001-2011

ItshouldcomeasnosurprisethatindustryanalystssuggestCIOsonaverageareoverspendingalmost30%onsoftwarelicensesandmaintenance.CouplethatwiththefactthatmosteRPsoftwarecustomerseffectivelyre-buytheirapplicationseverytwotofouryearsthroughmaintenancefees,andyouhavealotmoreexecutivesstartingtoquestionthehighsupportfeestheyarepaying.

Butindustryestimatesdonottellthefullstory.Whenyoustarttodothemathonwhatyourcompanyis actuallypayingtosupportyoureRPsoftware,thestorytakesonawholenewmeaning.Calculatingatotalcost ofowner-shipcanopenyoureyestoyouractualmaintenancespend.

Total Cost of ownership Software Support Comparisonspinnakersupporthasdevelopedasimple,straight-forwardmodeltohelpitsclientsanalyzetheirsoftwaremaintenancetotalcostofownership(TCO).Thefollowingcharthighlightsafive-yearspendanalysisbasedonanaveragesmBcustomer,whichhasacquireda370-userlicenseforeRPsoftware,utilizingcorefinancial,sales,distributionandmaterialsmanagementmodules.Itrepresentsaconservativeexampleofthecomparativecostswhentheychoosethird-partysupportfromspinnakersupport.

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2,500,000

2,000,000

1,500,000

1,000,000

500,000

0 Year 1200,000

1,500,000

200,000

400,000

200,000

600,000

200,000

800,000

200,000

1,000,000

200,000

1,200,000

200,000

1,400,000

200,000

1,600,000

200,000

1,800,000

200,000

2,000,000

200,000

200,000

Cumulative Maintenace

200,000Maintenance Cost

400,000

200,000

600,000

200,000

800,000

200,000

1,000,000

200,000

1,200,000

200,000

1,400,000

200,000

1,600,000

200,000

1,800,000

200,000

2,000,000

200,000

1,000,000License Cost

Year 2 Year 3 Year 4 Year 5 Year 6 Year 7 Year 8 Year 9 Year 10

THE HIddEn CoST oF SuPPoRT And MAInTEnAnCE FEES2

forcompaniesthatoperateinahighlydynamicbusinessenvironment,andthereforemaintainaconstantsystemupgradecycleevery18-36months,thisinvestmentinongoingmaintenanceandsupportmakeseconomicsense.however,forcompaniesthatoperateinmorestableenvironmentsandhaveupgradecyclesgreaterthan36monthsorareoperatingahighlymodifiedsoftwareversionthatmakesitdifficulttoeasilytakeadvantageof softwarepatchesorfixes,theTCOofstayingwithanOemsoftwarevendor’smaintenanceprogramhasmuchweakereconomic“utility.”asaresult,companiesaredeterminingthattheircurrentcostofeRPsoftware maintenancegreatlyexceedsitsvalue.

WhilesomecompanieschoosetomaintaintheireRPsoftwareenvironmentthemselvesandtakeonahigher degreeofrisk,therearesoftwaremaintenancealternativesavailableforconsideration.analystsandindustrymediareportthird-partysoftwaresupportprovidersofferacost-effective,personalizedmodelthatisnearlyhalfofwhatyoupaytodayandshouldbeconsideredaviablealternativetothetraditionalsoftwaresupportmodelsyouutilizetoday.

asyoucanseeintheTCOmodelonpage10,thereturnisimmediate.Thiscompanyisestimatedtosave $2.7millionoverafive-yearperiod.Thissavingscanbere-deployedinavarietyofmeanssuchasfundinganeweRPmigrationorothertechnologypurchases.Thewaystoutilizethesefundsareendless.Thesignificantcostsavingsofthird-partysoftwaresupportarecertainlyeye-opening,buttheoverallbenefitsrunfardeeper.

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VEndoR CoST (k) Category Year 1 Year 2 Year 3 Year 4 Year 5 Total Costannualmaintenancefees $300 $302 $304 $306 $308Updates/Tools/fixes/CustomCodefees $475 $475 $475 $475 $475 Vendor Support Totals $775 $777 $779 $781 $783 $3,895 AlTERnATIVE CoST (k) Category Year 1 Year 2 Year 3 Year 4 Year 5 Total Costannualmaintenancefees $150 $150 $150 $150 $150 Updates/Tools/fixes/CustomCodefees $75 $75 $75 $75 $75 Alternative Support Totals $225 $225 $225 $225 $225 $1,125 SAVInGS (k) Category Year 1 Year 2 Year 3 Year 4 Year 5 Total Savings Annual Spinnaker Support Savings $550 $552 $554 $556 $558 71% Cumulative Savings $550 $1,102 $1,656 $2,212 $2,770 $2,770

MAInTEnAnCE SuPPoRT CoMPARISon – 5 YR TCo (EXAMPlE onlY)

WhaTIsThIRD-PaRTysUPPORT? Third-partymaintenanceproviderssuchasspinnakersupporthaveenteredtheeRPsoftwaremarkettoprovide areliable,economicalsupportoption.Inanutshell,third-partysoftwaresupportvendorshelpenterprisesonstableplatforms,withlittledesiretoupgradetheirsoftware,maintaintheircurrentsoftwareversions.Theseprovidersofferapersonalized,proactivehighlytechnicalsupportmodelatlowercoststhantraditionalsoftwarevendors.

Third-partyprovidersalsofillthegrowingdemandforahigher-valuesupportalternative.TheseprovidersareabletooffermoreresponsivesupportatareducedpricesincetheydonothavethemargindemandsofasoftwareOem,nordotheyneedtofundnewsoftwaredevelopment.

Is Third-Party Maintenance Right for You?Therearemanyfactorsyouneedtoconsiderwhenresearchingifthird-partymaintenanceisrightforyour company.herearesomecommonconsiderations:

• Mature and Stable Application – Theapplicationhasmaturedtoapointwherethereislittle, ifany,productengineeringeffortspentonbugfixes,productfunctionalityenhancementorother technicalchanges.Theuserhasinfrequentneedsforthevendortoprovidechangestothecore applicationsoftwareotherthanregulatorycomplianceupdates.

• Customized Environment – Thesoftwareishighlycustomizedandthereforeyourvendorprovidesnosupportservicesforyourenvironment.

• Software Migration – youareexecutingorplanningamigrationtoanewvendorsolution,no significantchangesorupgradeswillbeperformedonthelegacyeRPsystem.

• Support End-of-life – Thevendorisnolongerprovidingafullsetofsupportservicesduetoyoursystemreachingitssupportend-of-lifestage.applicationbreak/fixorothersupportservicesmustbepurchased,andtheratesfromathirdpartyareusuallylessthantheapplicationvendor’srates.

• Vendor Dissatisfaction – Thelevelofserviceprovidedbyyoursoftwarevendorisunsatisfactory–responsivenesstoinquiries/calls,fixcycle,qualityofinteraction,etc.

Benefits of Third-Party Maintenance• Personalized, Proactive Service – OnesizedoesnOTfitallinathird-partymaintenancemodel. spinnakersupport,forexample,hasmonthlycallswithclientstoproactivelycheckinontheclient’sstatus.Thisisinadditiontotheregularfollow-upofpreviouslyloggedissues.

• Faster Response and Resolution Times – eliminatewaitingdaysorevenweeksforresponsestoyoursoftwareissues.spinnakersupportguaranteesa30-minuteresponsewindowfromanexperton allurgentissues.Third-partymaintenanceprovidestheneededfixinatimelyfashion.Traditionalvendor maintenanceservicesoftenforceyoutouseself-servicetoolsinitiallyandwhenthosefailtoprovideyouwiththerequiredfix,youmustcallintoahelpdesktologtheissuewithatechnicianwhocannotassistyou.Third-partymaintenanceeliminatesallthehoopsyoumustjumpthroughwithtraditionalOemmaintenanceandprovidesyoudirectaccesstothepersonwhocanfixyourproblem.

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• Dedicated Support Engineers – spinnakersupportprovidesclientswithateamofdedicated seniorengineerswhocanbereacheddirectlyviaphoneande-mail.yourtraditionalsoftware maintenancemodeldoesnotallowthistypeofaccess.

• Direct Access to Seasoned Technical Experts – Third-partymaintenanceorganizationsare acommonplacetofindengineerswhohavepreviousexperienceworkingforsoftwarevendors.at spinnakersupport,ourmaintenanceengineersaveragemorethan15yearsworkingwithsaPor JDedwardsapplications.mostweredevelopersandsupportstaffwhohelpedtodesignandcreatetheoriginalsaPorJDedwardssoftwareproducts.Theirknowledgeofolderproductreleasescanbean advantageastheyhaveabetterunderstandingofthehistoryofsoftwarefixesandenhancementsthroughthelifeoftheproduct,includingthenewerreleases.

• Re-deploy Your Internal Resources – Decreaseorrepurposeinternalresourcesthatwere assignedtoapplicationsupportinternallyandputtheirtalentstoworkonotherpressingprojects. ThemostcommonuseofourservicesistoallowITteamstoreallocatetheirbestandbrightestto morestrategicprojectsinternally,andletspinnakersupportresourceshandletheday-to-daytasks.

• Cost-Effective Support – Ouroverheadandreasonablemarginexpectationsenableustodeliversuperiorsupportservicesatagreatlyreducedcost.

• Invest Savings in Other Critical Areas – Re-investyourmaintenancecostsavingsintoothercriticalareasofyourbusiness.Withspinnakersupport’sservices,youpayonlyforsupportandnotnew softwaredevelopment.Thesavingsexperiencedbyourcustomersarethenreallocatedtomorestrategicinitiativesforourclients’businesses.

• Eliminate Forced Upgrades to Unstable Platforms – Traditionally,whenanewsoftwareproductrollsoutitmaytakeayearortwotoworkthroughthebugs.Therehasbeennogenerationalchangeinenterprisesoftware,andthenextisduesomewherebetween2015and2017.andevenwhentheoriginalcodeisfinalized,ittakestimetocompletebetacasestudiesandfortheproductstobeadoptedgloballybytheenterprisemarketplace.somesoftwareprovidersevenchargeyouapenalty(upto20%)tostayoncurrentreleasesinanattempttoforceyoutoupgrade.Third-partysupport allowsyoutomaintainyourcurrentenvironmentwhileyouwaitfornewplatformstostabilize.

• Customizations Supported – mostenterpriseshaveadaptedtheireRPsoftwaretofittheuniqueneedsoftheirparticularbusiness.Thesecustomizationsareveryimportanttokeepthesoftwarerunning optimallyforyourorganization.spinnakersupportgoesaboveandbeyondtotroubleshootanddebugissueswithyourcustomizations.Wewilloftenpinpointthecauseoftheissueandtheresultingfix.

• Tax, Regulatory and Legislative Updates – forapplicationmaintenancechangesthatwerepreviouslyprovidedbythevendor(e.g.taxbodyandtaxratechanges),third-partymaintenanceproviders assumetheresponsibilityforidentifyingandprovidingregulatorychanges,alongwithmonitoringotherlegislationthatcouldrequiresystemchanges.

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TAkE THE nEXT STEPTakingacloserlookatthird-partymaintenancecanprovideyouwithamorecompletelookatyourcurrenteRP maintenanceinvestmentandhelpyouassesswhetherornotyouaregettingthevalueyouneedfromyourcurrentprovider.Ifyoudiscoveryouarenotgettingwhatyouneedfromyourcurrentmaintenanceprovider,consider spinnakersupportasyourproviderofchoice.

spinnakersupportcanprovideyouwithacustomizedTCOanalysisofyourcurrentsoftwaremaintenance investmentversuswhatwecansaveyouwithourinnovativesupportmodel.Totakeadvantageofthisoffer, [email protected].

Learnmoreaboutspinnakersupport’sservicesbyvisitingwww.spinnakersupport.com.

1 gartnerexecutivePrograms,January20122 WhyeveryCIOshouldConsiderThirdPartymaintenance,R“Ray”Wang,ConstellationResearch3howgoodweresaP’s2011results?,Dennishowlett,January16,2012

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