| On Sun, 26 Jun 2005 14:19:28 -0500, "Morris Dovey" | wrote: | ||| None of that would give any hint of what actually failed in the ||| field and flooded out the end customer or anything similar. ||| For that you'd need to know what went wrong, not just ||| how to make it cheaper. || || Of course. Did the paragraphs following the one you quoted make it || to your server? If not: | | They made it but did not seem to be on that issue. | Perhaps you had to be there?
Oops. Sorry, I may have assumed too much. Customer service call center operators take calls from customers (and sometimes from dealers) when there's either a problem or a how-to issue. Maytag's call center had several hundred people and these operators seemed to have been more knowledgable than I'd expected, given the number of products and models supported.
Cost seemed to be a secondary consideration to these people. Their mission (/their/ mission if not the corporation's) was to resolve any issues to the satisfaction of the customer. If/when they thought the issue was a consequence of design, even if the use was unusual, they weren't bashful about letting the R&D group know about it. I think part of their motivation was "Golden Rule" and part of it was workload reduction (fewer future service calls for the same problem). Although I didn't have a lot of contact with CS, I'm aware that even when the problem was something the customer had done wrong (there actually /are/ people who'll put a half box of detergent in with a single load of clothes!) they tried to make a follow-up call sometime /after/ problem resolution to verify satisfaction.
CS isn't a cost reducing function. More usually it adds cost - since they provide the information leading to engineering changes for released products. I'm not aware of any instance where their input ever led to making the product cheaper. I suppose it could happen, but I didn't see it.
-- Morris Dovey DeSoto Solar DeSoto, Iowa USA