| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 120.1 | Link Response group to Diagnosis Groups. | KERNEL::MOUNTFORD | | Thu Dec 06 1990 12:16 | 5 |
| A great idea Dave! Another thought, how about splitting response
groups into Device response groups, where greater familiarity would
be established even quicker?
Richard.
|
| 120.2 | SMALL IS BEAUTIFUL...FINK SMALL! | KERNEL::CLARK | | Thu Dec 06 1990 16:30 | 6 |
| re: .1
That's a good idea as far as I'm concerned! Smaller groups
dealing with a limited range of problems, and becoming rapidly familiar
with their own particular field.
I know!...Lets Call it "Integrated Service Delivery"...!
Dave
|
| 120.3 | CALL ROUTING PROBLEMS....AN ANSWER | KERNEL::LOBAR | WORK!!, I was hired for my looks | Mon Dec 10 1990 16:57 | 18 |
| re .0
Dave,
Excellent sentiment re: improving product knowledge of CCD and
response. I've been working on a project for a couple of months
with some Diagnosis Engineers to put together a hardcopy product awareness
guide, this includes graphics as well as useful text. It is designed
to allow the call logger to be able to visually see what an option
looks like.
The pictures have been scanned and reside on the systems, it
is hoped to have this on the system at some stage in the future.
If anybody is interested in seeing the work done so far feel free
to come and ask.
Simon
|
| 120.4 | Augmented by....? | KERNEL::CLARK | | Tue Dec 11 1990 11:23 | 19 |
| Hi Simon...
Re: .3
As an "engineer" I have attended several IVIS courses where hands-on
familiarisation with a product has been eliminated in favour of
video substitutes, and hardcopy pictures.
I can honestly say that upon meeting the real device in the
flesh so-to-speak, I felt wholly inadequate at dealing with any
problems it had to offer.
I don't know if anybody else shares my sentiments on the lack
of hands-on, or of seeing the real device. I guess this is an
opportunity to air your feelings.
I would agree that a reference guide of device pictures would
be fine as an immediate "reminder" but feel that having seen the
device, and been able to get an idea of size, colour, noise, features,
and scale, would establish a higher threshold of understanding when
talking to a customer with a description of problem symptoms.
I do however accept that this is an (old!) engineer's point
of view!
Dave
|
| 120.5 | | KERNEL::LOBAR | WORK!!, I was hired for my looks | Wed Dec 12 1990 17:07 | 11 |
| Dave,
Couldn't agree more, I believe the use of reference material should
definetly be augmented by visits to computer rooms etc.... However,
knowledge gained on these kinds of visits tends to easily be forgotten
unless 'graphic reminders' are available. After a period of constant
exposure to a product in a high volume environment it is inevitable
that the info will eventually 'sink' in.
|
| 120.6 | | KERNEL::MOUNTFORD | | Thu Dec 13 1990 11:53 | 15 |
| Please bear in mind also that even Systems people do not get much
hands on experience, although we always seem to know what product
group a piece of kit will fall into. I had not even seen an FT3000
until a week ago, but we are expected to know what it is and how
to fix it!
Therefore I feel it is not familiarity through observation that
is missing, but general overall conceptions of systems that needs
developing. Basic block diagrams of a cpu, memory and I/O together
with the items that hang off the I/O, along with interconnections
between systems is what is needed. If this is what the graphics
being developed is doing, then I believe it is correct, otherwise
it May be worth considering along those lines.
Richard
|
| 120.7 | It's a good starting point | KERNEL::LOBAR | WORK!!, I was hired for my looks | Fri Dec 14 1990 14:58 | 20 |
| Richard
The graphic illustrations being produced certainly do not go into
the level of detail you suggest, although there's nothing to stop
them being edited to include this kind of information at a later
date.
Having visual recognition of the kit they log faults on will at
least give Response a chance of presenting a professional,
knowledgeable image to the customers, it looks really bad if they
can't explain to a customer where to find the serial number. In addition
to having pictures of the kit we ar also asking the techie's who
are putting them together to include any other useful info. or questions
to ask that may help the Response Specialist. I see the pictures,
over time, being added too and expanded upon to increase the Response
Specs. knowledge further, but we have to start somewhere.
Simon
|