Sample Introductory Letter for Information Brief
Nortel Networks

Creating what you want the Internet to be

Optical networking is at the core of 21st century communications, and Nortel Networks is setting the pace for the industry with a superior product line and a dedicated commitment to customer value.

Our partnership with customers has allowed Nortel Networks to be recognized as the global leader in optical networking. In 1999, Nortel Networks took the number one position globally with a 30 percent market share for dense-wavelength division multiplexing and SONET/SDH Optical Internet solutions. This success would not have been made possible without each and every one of you.

Over the past months, you provided feedback on Optical Networks products and services through our customer value process and on-going customer interactions. With the assistance of our customer value team, we review your comments on an on-going basis to identify the areas that we need to optimize as well as improve. Results are also communicated to the Optical Networks organization at large.

With this information in hand, we ensure actions are in place to meet your needs by engaging teams to deliver the most innovative and effective customer solutions. Improvements are shared with you through customer service reviews, user forums and customer value meetings.

Recently, Optical Networks customer focus and commitment to customer satisfaction was recognized in our TL 9000 registration.

This Information Brief describes progress on actions that have emerged as a result of our discussions with customers. You will find a series of updates on our programs to increase global optical capabilities while maintaining high-quality standards for product software and hardware.

Developments in technical documentation and ease of use of optical products are also described.

I encourage you to participate in our next customer survey to be conducted throughout the fourth quarter 2000. Sharing your feedback and ideas helps us understand your business needs, and ensures Nortel Networks continues to create what you want the internet to be.

Thank you.

Greg Mumford

President, Optical Networks

(end of sample)

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