Critical Competitive Factors

 Priorities of Operation Functions

The priority of this area is to gain orders and to retain customers while doing so. Atos is an information technology service company that delivers the following services:

• hi-tech transactional
• consulting and technology
• systems integration and managed services

With its deep technology expertise and industry knowledge, it allows them to work with clients across these market sectors: 

• Manufacturing
• Retail Service
• Public, Health & Transports
• Financial Services
• Telecoms, Media & Technology
• Energy & Utilities

 Atos is focused on business technology that powers progress and helps organizations to create their firm of the future.


The studied branch is located in Somerset, NJ at MetLife. There are 2,000+ employees that are supported for their IT needs there. The main focus critiqued is customer satisfaction. Atos fixes their computers, updates their hard drives, and provides a high level of customer satisfaction.

The overall goal that management wants to accomplish is to keep the contract with MetLife valid, make sure employees meet objectives for the year, and reduce cost within the organization and its customers all within the terms of the contract. It is also the manager’s duty to focus on minimizing errors so that they can meet the Service Level Agreement stipulations. 

 The SLA is when you have a 3day time period to get a task done within the given timeframe; you cannot miss any SLA’s. Shortly after that process employees get their midview reviews. Employees are evaluated on their satisfaction levels, meeting the required SLA’s and most importantly, how the customer is billed. The contract is usually a three year one, at the end of which time the senior leadership teams will meet to negotiate a new contract. 

The current contract with MetLife has been valid for 13 years strong. Atos has been able to beat out competitors for bids such as IBM, HP, and Cisco. These are major IT service companies and it just goes to show how well Atos is doing to be able to maintain a long standing relationship with a flagship account such as MetLife.