| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 2370.1 | ex | MEMIT::CANSLER | | Fri Feb 12 1993 08:37 | 8 |
|
Since it sounds like you are going to shoot the messenger, would it not
be prudent to call the 800- support line and find out what their process
is ????
just a thought
bc
|
| 2370.2 | I believe this is the part number you want... | WHYNOW::NEWMAN | Alpha Personal Systems Marketing | Fri Feb 12 1993 09:13 | 15 |
| I believe you need to sell your customer part number
QT-001a9-6Z
VTX PRICE lists this as
SOFTWARE PRICES AS OF: 11-FEB-1993 THE U.S. SYSTEMS PRICE LIST
Model Product
Number Description List Standard
QT-001A9-6Z VAX/VMS Add'l CSC Contact 2,400.00 N/A
Hope this helps
|
| 2370.3 | employees can call | TENAYA::ANDERSON | | Fri Feb 12 1993 11:34 | 6 |
| As I recall, any employee who works for Digital can call the
hotline for support. You might be the last one to get called
back, since customers may be waiting, but I've told them I'm
at a customer site and gotten fairly quick support that way.
Elaine
|
| 2370.4 | The Consultant is not neccessarily a Digital Employee | TELGAR::WAKEMANLA | You Bloated Sack of Protoplasm | Fri Feb 12 1993 12:14 | 10 |
| It is common practice for Customer Services to hire an outside consultant
to fulfill a consulting project. This person is not a Digital Employee
but has been sold to a customer as if they were a Digital Employee.
I find this an interesting question and would appreciate an answer also.
At customers that I support in this situation, I have entered Notes and
contacted CSC for them. This practice could get painful as my free time
shrinks below the copius spare minute I have now.
Larry
|
| 2370.5 | But, but.... | CSCMA::SOHA | Pat Soha | CSCMA::SOHA | SHR3-2/W25 | DTN 237-7108 | Fri Feb 12 1993 12:15 | 4 |
| The Customer Support Center has recently instituted new procedures
for persons without software licenses and access numbers, and as
far as I know they (800-354-9000) will be the only definitive voice
on this subject for a while.
|
| 2370.6 | | CSC32::S_MAUFE | its sum-sum-sum-summertime! | Fri Feb 12 1993 13:04 | 9 |
|
if the consultant is on a digital contract (ie he/she is a
subcontractor to us) they may be able to call in on their dec
colleagues badge.
Dunno if this is allowable or not, just that it happens sometimes.
Simon
|
| 2370.7 | An answer, I got an answer!! | SUBWAY::CATANIA | | Fri Feb 12 1993 14:08 | 30 |
| RE .1 At this point I was ready to shoot the messenger, they were the
first ones I asked who gave me a number... and so on...
RE .2 The customer is already paying for the consultant!
RE .3 The person is not a Digital employee. We only sell him as one
to the customer.
RE .4 Bingo!
RE .5 You Got it too!
RE .6 I'd never give my badge to someone else, I'll place the initial
call! But my badge, NEVER!
I have received an answer from a kind soul who was forwarded my note. There
is a form to fill out, and a cost center charge of $104/month for up to 15
products. I will ask the person who sent me the form if I can post it here!
Thanks PARDNR::HATCH!!!!
- Mike
|
| 2370.8 | Manager Contact if needed | VMSNET::STEFFENSEN | | Fri Feb 12 1993 16:36 | 9 |
|
If needed Penny Webb is the registration manager for the CSC. Her
group is responsible for the administration of the CSC database and
entering the information you are inquiring about. She is in CXO and
the DTN is 592-5374.
Ken
|
| 2370.9 | This shouldn't be this difficult.. | ODIXIE::SCRIVEN | | Fri Feb 12 1993 19:56 | 24 |
| There is an easier way....
If the customers system is under contract and is entitled to software
and/or hardware support, that customer is provided an access #. On
this access #, the # of contact allowed for support is three. If there
are currently not three people listed, the consultant could call in
unobstructed; however, the support (software that is) would be limited
to those products that are currently under warrant/contract that have
been registered under that access #. This ONLY works if the customer
is ENTITLED to phone support. If the customer has 3 contacts listed,
it would be up to the customer to change one of the contacts name to
the consultants.
If your customer doesn't have an access #, and he is currently under
contract/warranty, call your Logistics Services Support Center,
formerly Contract Admin. and they will provide the access #.
Feel free to call me directly DTN: 360-3241, or, I'm on ODIXIE or @TLH.
Hope this helps.......
Best regards.....P
|
| 2370.10 | | SUBWAY::CATANIA | | Sat Feb 13 1993 12:08 | 8 |
| re .LAST
No the system/software is not under contract! And after talking to the
manager, it seems he does not even want to pay the $104/month. Can't
wait till a problem arises!
- Mike
|
| 2370.11 | What are we paying this consultant to do ? | NEURON::STAHLY | 10$: BRB 10$ | Sun Feb 14 1993 20:01 | 6 |
|
As Digital is paying this "Consultant" to provide a service, why should
they need assistance from Digital ? If they did, I believe we should
charge them !
|
| 2370.12 | No one can do everything by themselves | KYOA::JASTREBSKI | | Mon Feb 15 1993 08:34 | 20 |
| Re: <<< Note 2370.11 by NEURON::STAHLY "10$: BRB 10$" >>>
-< What are we paying this consultant to do ? >-
While I don't know the details of this particular consultant's role, it
has been the practice in Professional Services to use external
consultants to "plug the gaps" when there just plain aren't any Digital
employees available and/or skilled to complete the assignment. As
others have pointed out, the external Consultants are sometimes sold to
customers as if they were Digital employees. If Digital is going to
sell the consultant in this fashion, then the customer has the right to
expect that this consultant will have the same resources available to
them as any Digital consultant would.
I may be wrong, but from your reply I almost get the feeling that you
are saying "hey, Digital paid good money for this person, they should be
able to do everything without any support." Being a Digital consultant who
has encountered many customers with that same unrealistic attitude, I can
assure you, it is the person who knows when and where to get good help
that brings the most value to our customers.
|
| 2370.13 | | SUBWAY::BRIGGS | Have datascope, will travel. | Mon Feb 15 1993 16:05 | 14 |
|
This is a very interesting problem.
The equipment is not under service - unpaid demo, perhaps?
So, PSS lays off staff, and has to go to external consultants to save
money. So the external consultants can't hack it, and you have
to pay for their telephone support, and next, training.
Why not just hire the external consultants as employees ?
(The previous line should be read in a stinging, sarcastic tone
reflecting the authors sharp disagreement with current PSS mgmt
strategy)
|
| 2370.14 | | VMSNET::M_MACIOLEK | Four54 Camaro/Only way to fly | Mon Feb 15 1993 22:48 | 23 |
| .13> Why not just hire the external consultants as employees ?
Sometimes they do. ;')
I approached this situation in a couple of the previously mentioned
ways. Once, as a long term system manager I was added to the
service contract as a contact. The second time I came in
under my boss's badge to quickly obtain a sequence number
for an issue I had. That was probably the easiest call that
SWS took.
I had the misfortune of assisting a customer who's name was
"Bob so-and-so". They became a nuisance because the guy
obviously sold himself into a situation he didn't understand.
As far as I could tell, the customer was legit. I helped him
out (saved his but because he was getting heat). After he
finally got everything going he told me he was gonna make a
BP call and say nice things about me. "Oh, by the way my
names really Ron Somebody-else, Bob left... thanks, bye."
Mike
Atlanta/CSC
|
| 2370.15 | | SUBWAY::CATANIA | | Tue Feb 16 1993 11:59 | 9 |
| Well I agree that we are paying the consultant good money to work for
us, but lets face it, we can't know everything! Anyway, I also agree
that it's not fair to use consultants and pay them more than twice our
salary, but I don't make these decisions. Anyway, the next reply
contains the form for requesting CSC support, the author also wanted me
to note that this price does change, so call for current pricing.
- Mike
|
| 2370.16 | How to do it!!! | SUBWAY::CATANIA | | Tue Feb 16 1993 12:04 | 426 |
| Here is the reply I got...
Don't forget, price may change!
From: BREAK::MILTON "Kathi Milton 237-3817 INDEC Digital Services SHR3-1/X13 12-Feb-1993 0851" 12-FEB-1993 09:14:05.64
To: SUBWAY::CATANIA
CC: MILTON
Subj: fyi: SPS Agreement for external 3rd Party Consultants
CSC BACK-UP SUPPORT FOR THIRD PARTY CONSULTANTS
To get CSC Back-Up Support for Third Party Consultants, please have the
responsible supervising Managers contact me, at @SHR, DTN 237-3817,
or 508-841-3817.
I will register your consultant through the IN-DEC Digital Services
organization. The consultant will be provided support for up to 15 products
for $104/month. THIS AMOUNT WILL JVED TO YOUR COST CENTER. Additional product
support is available in increments of 10 products, for $100/month.
DSIN support is included with this agreement.
After reviewing this document and you are interested in obtaining a 3rd party
SPS Agreement, please e-mail the completed document to me and please pay
special attention to page 6 of this document.
Thank you
Kathi
BASICsupport SPS AGREEMENT
between
ORGANIZATION, DEPT NAME
and
IN-DEC DIGITAL SERVICES,
CUSTOMER SUPPORT CENTER (CSC)
Prepared by: Kathi Milton
Account Support Representative
Account Support Group
IN-DEC Digital Services
1992-1993 (fy93)
CONTENTS
--------
SUMMARY................................................1
Purpose................................................2
CSC Responsibility.....................................2
Coverage...........................................2
DSIN...............................................2
Exclusions.............................................3
Customer Responsibility................................3
Monthly Review.....................................3
Additions..........................................3
Reassignments......................................4
Terminations.......................................4
Periodic Review....................................4
Access Coverage....................................4
Duration...............................................5
Billing................................................5
Other..................................................5
Itemized Cost Breakdown................................6
SUMMARY:
IN-DEC Digital Services and the CSC Customer Support Center
agrees to provide the user, ORGANIZATION & DEPT NAME, with
the services specified in this agreement under the terms
and conditions noted.
APPROVED BY:________________________________ DATE_____________________
CCMgr :
CC # : LOC CODE:
DTN :
A1 LOC:
vaxNODE:
MONTHLY CHARGE: $104.00/mo. includes telephone support for 15 products.
additional charges will be incurred for, increments
of 10 products @$100/mo
START DATE: to be established by each requesting Supervising
Manager/CC Manager, per contractor worker, per
contract.
APPROVED BY:__________________________ Date:______________
IN-DEC SPS Business Manager
(James Wengler)
__________________________ Date:_____________
SPS CSC Services Business Manager
(Robert Northrop)
-1-
BASICsupport SPS AGREEMENT
Purpose:
Under this Agreement, each of the NAME OF THE ORGANIZATION, is
entitled to telephone advisory remedial support through a Software
Product Specialist at the Customer Support Center (CSC). This
Agreement is specifically designed for external contract consultants
who represent Digital at customer sites throughout the United States.
In accordance with the terms and conditions set forth in this
Agreement, each ORGANIZATION & DEPART NAME can tailor the necessary
product support, and monitor the person authorized to use the CSC, through
an SPS Agreement.
CSC Responsibilities:
The CSC will provide the following support under the terms and
conditions set forth in this Agreement:
o Coverage
Telephone assistance from the CSC is available 24 hours a day,
seven days a week. The customer upon identifying themself with
an assigned Access Number, and the problem, will automatically
be routed to the appropriate Service Delivery Group, for routing
to the Software Product Specialist available or placed in a
call-back queue.
o Digital Software Information Network (DSIN)
DSIN enables customers to send and receive mail, interactively, to
to the CSC.
o Customers can reach the CSC by dialing.
CSC/CS: (800) 354-9000 COLORADO Application/high-end products,etc.
GEORGIA Office Products & Ultrix,etc.
MASSACHUSETTS System V,DECvoice,IBM based,
-2-
Exclusions:
This contract does not provide:
o Media/Documentation Update Service
o Software Upgrade Installation Service
o Upgrade Capacity Planning
o Software Performance Reporting
o Preventive Maintenance (periodic outbound calls)
o On-site critical remedial support
o Maximum support not to exceed one (1) CSC Contact Name
per Agreement (CSC Contact Name refers to the Customer
Contact Name)
o Software Counsulting
Customer Responsibilities:
The following are the customer responsibilities according to the terms
and conditions set forth under this Agreement:
The customer is for the purpose of this agreement identifed as the
NAME OF ORG/DEPT., supervising Manager or Cost Center Manager. The
first five items listed below outline the Manager's responsibilities.
The customer on the 6th & 7th item refers to the designated external
contract consultant(s) who use the services provided by the agreement.
IN-DEC recommends that if this proposal becomes an agreement, that all
concerned customers receive and maintain a copy of the agreement.
This copy is used for referencing features and responsibilites set
forth under this agreement.
1. Monthly Review
The Cost Center Manager(s) are responsible for reviewing the BASIC SPS
Agreement on a monthly basis and maintaining an updated list of
contracted personnel using the CSC, and products support. A copy of
this SPS Agreement/contract is now available to the CC Manager thru
VTX. (In your VAXmail account type at the $ prompt, VTX IN_DEC.)
2. Additions-personnel
Under this agreement, the Cost Center Manager(s) are expected
to notify the IN-DEC Region 72 hours in advance, in writing, of new
contract personnel who have privileges under this Agreement. Written
notice may be sent via ALL-IN-1 or VAXmail. Failure to notify the
IN-DEC Region of newly contracted personnel will prohibit their access
to the CSC, and may result in the cancellation of this Agreement.
-3-
3. Reassignments-personnel
In cases where a contractor is reassigned to another Region, or changes
Customers/telephone numbers, the Cost Center Manager(s) are expected to
provide 72 hours written notice so that the Agreement(s) involved can be
updated and the CSC notified. Failure to notify the IN-DEC Region of
such reassignments may prohibit access to the CSC.
4. Terminations-personnel
The Cost Center Manager(s) are expected to provide 72 hours written
notice, to the IN-DEC Region, of all terminated contract personnel.
Electronic notification via ALL-IN-1 or VAXmail is acceptable.
In the case of an "escorted" termination, it is the Cost Center
Manager's responsibility to immediately notify the IN-DEC Region
Account Support Representative. An electronic follow-up should
accompany all such requests via ALL-IN-1 or VAXmail.
Failure to notify the IN-DEC Region of terminated contract personnel,
may result in ongoing telephone support to ineligible person(s) or the
cancellation of this Agreement.
5. Periodic Review-products
It is the customer's responsibility to periodically review the list of
products in use by their contract personnel. Any changes should be made
accordingly. Telephone support will only be provided for those
products listed on the Agreement. Customers are expected to provide the
IN-DEC Region with 72 hours written notice regarding any additions or
deletions. Failure to notify the IN-DEC Region of changes to products
requiring software support may result in denial in services for those
products not covered under this Agreement.
6. Personnel (External contract Consultants & the CSC)
The external consultant should expect to identifying themself with an
assigned Access Number, and the problem statement. Your call will
automatically be routed to the appropriate Service Delivery Group,
for routing to the Software Product Specialist available, or placed in
a call-back queue.
7. Access Coverage
Access to the CSC for telephone advisory support is available 24 hours
a day, seven days a week.
Customers can reach the CSC by dialing:
CSC/CS: (800) 354-9000
-4-
Duration:
Service agreements become effective upon acceptance and written
authorization by the Cost Center Manager, and are automatically renewed
each fiscal year unless terminated by either party with 5 working days
written notice. It is recommended upon requesting an agreement that
you indicate the duration of the agreement, and any change in the
anticipated ending date of the agreement will require a minimum of
5 working days written notification.
Billing:
Charges associated with service agreement(s) will be billed to the
contracting cost center on a monthly basis by journal voucher.
Please note that the FY93 rates are based on MLP (Maynard List Price).
Other:
If either party neglects or fails to perform any of its obligations
under this agreement, and such failure continues for a period of
ninety (90) days after written notice thereof, the other party will
have the right to terminate this agreement.
-5-
COST: BASIC SUPPORT
ITEMIZED BREAKDOWN OF COST
QT-***AK-AA BASIC telephone support $ 104.00
*** 001 = VMS
*** VEY = ULTRIX
(15 Products) Telephone Support
CSC Contact Name/Telephone:
l. ______________ _______________ ___ ___ ____ _________
Name (company name) (phone #) (cpu type)
Additional charges will be incurred if:
- You add additional product support, increments of
10 products @ $100/mo.
To Request an Agreement:
Send VAXmail or A1 mail to:
SENIOR::MILTON or KATHI MILTON @SHR
DTN: 237-3817 (508)841-3817
Information required/needed:
BILL TO: SITE CONTACT:
CC #:
Outside Mailing Address Same
Site Loc:
Dept Name:
CC MGR: supervising Mgr:
Telephone#: Telephone :
NODE NAME : NODE NAME :
A1 ACCOUNT: A1 ACCOUNT :
LIST OF LAYERED PRODUCTS: (including UPI#)
Supervising MANAGER NAME :
CSC CONTACT NAME : (1 PER CONTRACT)
COMPANY NAME OF ASSIGNMENT :
TELEPHONE # :
SYSTEM/CPU TYPE :
START DATE/EFFECTIVE DATE OF AGREEMENT:
ENDING DATE OF AGREEMENT :
-6-
|
| 2370.17 | It didn't come out right I guess... | NEURON::STAHLY | 10$: BRB 10$ | Wed Feb 17 1993 03:31 | 16 |
|
re: .12
I agree that we can't know everything, and sometimes(some more
than others) need to contact another individual for assistance.
It would really come down to the terms of the contract with the
external consultant, and the terms of the contract with the
customer.
A warm body with a phone # to call for help is NOT the solution
Digital should be providing to the customer. Hopefully you can
understand my position on this subject. I apologize for my
blanket statement in .11
|
| 2370.18 | a partial aside - people want to talk to people | GUIDUK::EVANS_BR | Bruce Evans, CASE Consultant | Wed Feb 17 1993 19:46 | 24 |
| Sorry, can't resist...
Your remark in .-1 about "Giving the customer a warm body/phone # to
call is not what DEC should be providing..." made me realize that is
*exactly* what is happening on-site with my customer... they are "in
bed" with engineering, and they LOVE IT, since the aura of engineering
is "all-knowing, all-seeing, etc" (to them)
Also, (interstingly enough) this customer thinks the 800-CSC # is a
JOKE! (as I was forcefully told yesterday) since you call them, they
call you, don't know, so call again a day later, etc....
So I thinks to myself... maybe they (being homo sapiens) want
attention, and talking with engineering is just letting them talk
directly to someone who listens and tries to directly solve their
problem.
Maybe we (DEC) need to re-think the 800 number?!?! How does Aldus,
Microsoft, HP, IBM do it??? I know from experience that Aldus makes
you go through alot of menues, but you eventually get to a human who
listens, logs in the prob, and tries to fix it then and there, or
transfers you to the "local expert" right then. Everything I saw was
aimed at fixing your problem *now*.
Can we do that with our software/hardware set???
Bruce Evans
|
| 2370.19 | DOn't give out BADGE # | BSS::C_BOUTCHER | | Thu Feb 18 1993 00:47 | 17 |
| I would like to add one thing ... under NO situation should you give
your badge number to anyone to call into the CSC for support. We have
had customers as well as contract employees attempt to get support from
the CSC using someone else's badge. Although it may seem like the
easiest thing to do at the time, we can catch it and the individual
will find themselves in some hot water as a result. This pratice
violates corporate security P&Ps.
If you have a question about use of support at the CSC, you can call
800-354-9000, dial "4" on the router and ask to talk to the "Manager on
Duty" or MOD ... they can help you from there. A MOD is available
24x7. We have managers on duty to resolve custoemr and internal issues
with remote delivery of service.
Chuck
MID MOD (10pm to 6am MST)
|
| 2370.20 | More info.... | SUBWAY::CATANIA | | Thu Feb 18 1993 12:09 | 22 |
| RE .18
I don't think our 800 support is a Joke! I have had many a specialist
help me out in the five years that I've been here. Maybe it's because
some of the products we produce are such junk, that even the CSC
Specialist can't figure out. I agree, somtimes the process is not
perfect but not everything is. So if you have a problem with the
process, bring it up with people like .19. I'm sure they are open to
new ideas, or will explain why certain things are done the way they
are.
As to 800 Support for consultants, I got an interesting call from
someone in the CSC yesterday. This person explained to me that if
the consultant works for digital services, then they are automatically
covered by CSC Support. The Services manager need only call this
person, give them some information, and they will get a temporary
access number that will last as long as the contract. If you would
like this persons name and number, send mail at SUBWAY::CATANIA, and I
will send it to you...
- Mike
|
| 2370.21 | | CSC32::M_HOEPNER | A Closed Mouth Gathers No Feet | Thu Feb 18 1993 12:35 | 16 |
|
Re: .18
Regarding .18, if you or your customer is EVER
dissatisfied with the support they are getting from the CSC, please
be aware that escalating to the manager on duty is always an
option.
Blasting your fellow DEC employees in a public forum such as this
does nothing to help increase the quality of support. (Or to help
us all work as a 'team'. It is hard to work as a team when the
members feel like they are under attack by their teammates.)
Mary Jo Hoepner
Colorado Springs CSC
|
| 2370.22 | Before you say, why don't we, check the facts | CSC32::MORTON | Aliens, the snack food of CHAMPIONS! | Thu Feb 18 1993 20:14 | 38 |
| Re :
>> <<< Note 2370.18 by GUIDUK::EVANS_BR "Bruce Evans, CASE Consultant" >>>
>> -< a partial aside - people want to talk to people >-
>>
>> Also, (interstingly enough) this customer thinks the 800-CSC # is a
>> JOKE! (as I was forcefully told yesterday) since you call them, they
>> call you, don't know, so call again a day later, etc....
>>
Why do I take this personal? Maybe I have pride in my job! Maybe I
enjoy helping others. I don't consider my job a joke.
Bruce, I'm sure your customer hasn't had the best of response
(especially as of late). Still, as a representative of Digital, YOU
are responsible to your customer, and Digital, to either adjust your
customers perspective, or elevate a technical to the MOD at the CSC
that you feel had the problem.
Keep in mind, all the products that DIGITAL makes, and just about any
other computer product (SOFTWARE or HARDWARE), we attempt to support.
Quite a task for any company.
>> Maybe we (DEC) need to re-think the 800 number?!?! How does Aldus,
>> Microsoft, HP, IBM do it??? I know from experience that Aldus makes
>> you go through alot of menues, but you eventually get to a human who
>> listens, logs in the prob, and tries to fix it then and there, or
>> transfers you to the "local expert" right then. Everything I saw was
>> aimed at fixing your problem *now*.
>> Can we do that with our software/hardware set???
>>
>> Bruce Evans
Bruce, funny you should mention that. Since December, RDG and part of
REMOTE SUPPORT and MISSION CRITICAL, have been doing just that. I
don't know about software, but I'm sure they are to follow, if they
haven't already.
Jim Morton
|
| 2370.23 | | RCOCER::MICKOL | Ex-Buffalo Bills Fan | Thu Feb 18 1993 22:55 | 18 |
| I have had to respond to customer complaints regarding CSC support a few times
and I immediately contact the CSC's Customer Relations Manager and her
organization. They diligently track down the issue and take steps to resolve
it and prevent it from happening again.
We set alot of high expectations with our CSC support and undoubtedly we are
not going to meet those expectations all of the time. How we respond when we
make a mistake is key to our success.
As Tom peters once explained: He took a British Airway Flight to London from
the U.S. and they sent his luggage to Paris. BUT, they treated him so well
because of the mistake that he didn't really care where his luggage was!
He flies British Airways every time since then.
regards,
Jim
|
| 2370.24 | Jim is correct | CSC32::MORTON | Aliens, the snack food of CHAMPIONS! | Thu Feb 18 1993 23:23 | 19 |
|
re .23
Jim is absolutly correct. We do make mistakes, and I'm sure they are
at the worse possible time, but we do try to fix it. Please give us a
chance.
Another thing to be understanding about, is that we lost head count in
hardware at the CSC, at the same time we took on more business. This
is adding to frustrations from CUSTOMERS (INTERNAL AND EXTERNAL).
Please help us out, by letting us know where we stumble. We'll do
what we can under current guidelines to correct the problem. Believe
me it works. If a customer logs a MOD call, our manager calls us in,
and asks for a explaination, then determines what needs to happen.
We do our best to SOLVE problems, not point fingers.
Jim Morton
|
| 2370.25 | feeling cynical today | CSOADM::ROTH | Hey,this toothpaste tastes like GLUE! | Fri Feb 19 1993 12:13 | 11 |
| .22>As Tom peters once explained: He took a British Airway Flight to London
.22>from the U.S. and they sent his luggage to Paris. BUT, they treated him
.22>so well because of the mistake that he didn't really care where his
.22>luggage was! He flies British Airways every time since then.
Treat him well? What CC would pay for this expense? Did they JV the cost?
If someone put this on their expenses, who would approve it? Did they
have a meeting about the administrative ramifications of this unplanned
action?
Lee
|
| 2370.26 | | GUIDUK::EVANS_BR | Bruce Evans, CASE Consultant | Fri Feb 19 1993 18:46 | 23 |
| re: .18 and following replies
Thanks for the information feedback (re: elevation, manager on duty,
and that everything will be done to resolve the issue).
I got e-mail from Mary Jo Hoepner, and indirectly from Cynthia
Becker from Engineering that this has touched a real nerve. To all of
you I sincerely apologize for unintentionally rubbing you the wrong
way.
As I indicated in my e-mail to Mary Jo, *I* do not think the CSC is
a joke. A specific Boeing manager stated in a group meeting that the
CSC was a joke. The situation we have here is that this group of Boeing
engineers are working very closely via Cynthia and I with DEC
Engineering and anything else (to them) is not as "meaningful" (my
interpretation of their perception).
I can only say, that the CSC has bailed my heiny out of many tough
situations over the years, and I personally could not do my job without
your collective support!! This here customer, on the other hand...
well I'll work on his perception, and see what we can do.
Bruce Evans (who hasn't quit yet on getting the manager to rethink)
|
| 2370.27 | You're welcome | CSC32::MORTON | Aliens, the snack food of CHAMPIONS! | Fri Feb 19 1993 19:24 | 7 |
| re .26
Bruce, sorry if I came down hard on you. I'm glad to see that you
have seen value in the CSC's. I'm also glad you haven't given up on
the manager.
Good Luck
Jim Morton
|