Or wrote:
>My father explained to me once that services such as "Tech support"
>are just by-products of the general goal to make a product that
>will get money, which is why while the product is new the support
>is good, but later when the product grow popular and the company
>get enough money, the support begin to get sloppy.
Perhaps you can look at it like this. When the company is a small one
everyone knows the program. As the company and the support staff get bigger
the average person on the support knows less and less about the actual
program since they might not even have tried and run the program for
themselves and just sit there reading the manual and/or other documentation
given to them.
The average person on the staff sees his/hers work as only a small fraction
of the entire work, and can't understand how it an affect anything. For
instance someone who makes smaller parts that are later used in a car isn't
as entusiastic about the work as someone who knows that he/she is building
on a car. Without the goals people will loose interest and get sloppy. We
need to see that we do matter.
Also, the single person can think that "Hey, I'm just one in this big group
- it's not that important how well I do my work!"
>I'm not so sure that this model fits the "computer world" very nicly..
I think it fits in everywhere, espacially in the computer world since
companies in this sector grows faster than most other companies.
//Bernie
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