The internal support had become a nightmare as the company grew leaps and bounds over a period of time.
11 yrs ago - e-mail not working, send a mail to sysadmin@xyz.com. The guy comes running and does some magic.
5 yrs ago - A web interface where you need to sort through options and create a case for your problem. All problems starting from AC not cooling your cube to PC has virus under one web portal.
But then, you have these issues which do not fit in to any of the categories and get filed under "Other". Misuse begins and people become lazier and put everything under Other, so that they dont have to find out where the problem is. No need to apply / use the brain at all.
So, company goes ahead and hires a sr. exec to find a solution to high number of internal support issues and sorting issues and chaos etc.
Clever fella - designs a web interface that no one even can navigate through. Sales it at the "New, Improved". As no one could use it, no one files cases or they create "community support" wikis.
The sr. exec now shows metrics to the world - "restructuring of the tools, solved high case issue for such a large company" !!
Wonderful !!
A loss..
1 year ago
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1 comment:
And there are some who wade through and file a case only to find out or realize three days later that no one has looked at it. Then they pick up the phone and talk to someone in the concerned department and have them create the case in proxy ;)
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