I see your point, Ray, but at the end of the process - whatever the process - is implementation. Without that, there seems little point in following a process of any kind. Which may explain the reticence of both customers and support techs to initiate that process. It's simply a pointless waste of time and effort.
Rick Cook On Wed, Jan 28, 2015 at 9:49 AM, Ray Gellenbeck < [email protected]> wrote: > I understand. For me, the issue is less the location/mechanic, it's more > the underlying policy/mindset. Whether it's housed in a community site or > an RFE ticket, the mechanism doesn't impact the culture. Until 2 things > happen, it's all window dressing... > > 1. re-align the mindset by support and development that RFE's are > important, should be staffed, tracked and budgeted into release cycles at a > much higher level than they are now. > > 2. Related, stop the mindset that feels that telling customers to submit > an RFE absolves BMC folks from being responsible for being champions of > RFE's. Again, at the end of my support call, for example, the agent should > have said "I'm going to submit an RFE for this against your contract > number. You can track the disposition/progress at www.blahblahblah." > Going back to #1, if BMC demonstrated that RFE's actually get tracked, > adjudicated and developed/deployed in a timely manner (requiring more > cost/people in the short-sight but greatly increasing brand loyalty and > satisfaction/retention in the long run), then telling a customer that at > the end of a call would both increase satisfaction and increase value to > the product because submissions will have real-life case history to refer > to. > > Seems simple enough to me, but I"m a process person just as much as a > tools tech. The devil is in the operational cost, which seems to be > arsenic to some peoples' thinking... > > Ray > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
