Newsgroups: bit.listserv.dectei-l
Date:         Fri, 18 Dec 1992 09:04:04 EST
              <DECTEI-L@UBVM.BITNET>
From:         Ta Fuh Chiam <chiam@VULCAN.CBA.OHIOU.EDU>
Subject:      Re: Info needed on CSLG and other TEI changes

>Ta Fuh Chiam is being a bit too polite here too I think.

I can't win, can I? But thank you for proving my point. :-) If one gets too
harsh on Digital, Digital is pi**ed off and we all will lose. If one gets too
gentle/polite, Digital does not think it is a problem and we don't get things
done. :-) And remember, Digital, most people get impatient with the problems and
frustrations and they will go away from Digital.

>The issue of records
>keeping and cross tracking is one that both end customers and digital should
>work on.   We need a coordinating database of DEC gear.   To maintina that we
>need at a minimum a centralized contact for information on new purchases of
>Digital systems directly from DEC or indirectly.   On the other hand Digital
>should also be able to keep track of all the DEC gear that a single customer
>has acquired direct or indirect.   We need to get our purchasing department to
>feed data to us as POs go out.  DEC needs to keep track of this information
>SOMEWHERE useful.

Absolutely, both we and Digital have to work together on this. I believe this
problem of record keeping/database is not common just to Digital. However,
Digital must first recognize it and then can lead the industry in solving this
problem. Just imagine how many customers will be very happy and will stay loyal
to Digital? ;-) Now I am not going to be too polite here now. :-) It is not to
the customer's advantage to have the records straight (well, may be there is an
advantage but the customer can care less and can simply say, "Fine, if Digital
can't do it, we will go somewhere else") but it is to Digital's advantage. Just
imagine how much revenue Digital can generate from those maintenance contracts
that have slipped by? I happen to know a site (which will remain anonymous)
which had their software support contract slipped by a year and used the support
center free for a year. They honestly did not know that the contract had slipped
and Digital did not take the steps to ensure that the contract was renewed. Now
whose fault is that and who is losing?

>To make both processes work better each institution needs a contact in the
>other to reconcile data that has slipped by.  This would let our salesdroids
>know who was available for a suitable digital program.  It would let us know
>who to speak to about our internal support and user groups, etc.

While we the customers should put in the effort to reconcile the records and fix
the problem, Digital must first recognize that the problem exist and that it is
to Digital's advantage to fix the problem and use the information as a revenue
generation tool (now you can't win this one either :-)). In other words, Digital
should realize the need for it; the customers can turn elsewhere if they *think*
Digital does not care. Perhaps many of you will agree with me, our own internal
process for purchasing or any other bureaucratic processes can be a major
headache. Digital certainly does not have to have to deal with it and it is not
Digital's duty to do that. However, it is to Digital's advantage to understand
it and work with it. Think of it as an opportunity rather than a problem.

Now, am I completely off track? :-)


============================================================================
Ta Fuh Chiam
Ohio University, College of Business Administration / Phone: (614)593-2088
Management Information Systems                        FAX:   (614)593-0319
Copeland Hall 22                   INTERNET : chiam@vulcan.cba.ohiou.edu
Athens, Ohio 45701, U.S.A.            or    : chiam@ouvaxa.ucls.ohiou.edu
                                   BITNET   : CHIAM@OUACCVMB
                          Use my first Internet address if at all possible.
Disclaimer: What I have said are my opinions, not of anyone else.
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