Comments on: To Err is Human, so is to Care. http://rudyvidal.net/2009/03/to-err-is-human-so-is-to-care/ Growing business through systematic focus on customer values. Sat, 25 Jun 2011 06:04:07 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Bookmarks about Customer http://rudyvidal.net/2009/03/to-err-is-human-so-is-to-care/comment-page-1/#comment-87 Bookmarks about Customer Sat, 30 Aug 2008 09:30:33 +0000 http://willtheybuyagain.wordpress.com/?p=198#comment-87 [...] - bookmarked by 2 members originally found by ce1aen0 on 2008-08-11 To Err is Human, so is to Care. http://willtheybuyagain.wordpress.com/2008/07/12/to-err-is-human-so-is-to-care/ - bookmarked by 5 [...] [...] – bookmarked by 2 members originally found by ce1aen0 on 2008-08-11 To Err is Human, so is to Care. http://willtheybuyagain.wordpress.com/2008/07/12/to-err-is-human-so-is-to-care/ – bookmarked by 5 [...]

]]> By: Rudy Vidal http://rudyvidal.net/2009/03/to-err-is-human-so-is-to-care/comment-page-1/#comment-86 Rudy Vidal Tue, 15 Jul 2008 06:04:03 +0000 http://willtheybuyagain.wordpress.com/?p=198#comment-86 John, thanks for the comment. Again, I think outsourcing is ok, as long as the intention is aligned with something more than just lower costs. Thanks again. RudyV John,
thanks for the comment. Again, I think outsourcing is ok, as long as the intention is aligned with something more than just lower costs.

Thanks again.
RudyV

]]> By: jragsdale http://rudyvidal.net/2009/03/to-err-is-human-so-is-to-care/comment-page-1/#comment-85 jragsdale Mon, 14 Jul 2008 21:12:34 +0000 http://willtheybuyagain.wordpress.com/?p=198#comment-85 Hi Rudy; Thanks for chiming in on my blog. I'm returning the favor! I agree with you, it is about intent. Most telcos/cable firms now use outsourced field service labor, who are paid either by the hour or the appointment. Since they don't work directly for the phone/cable/internet company, the satisfaction of the customer doesn't impact them very much. They are incented to do as many appointments as possible in a shift, and taking time to ask the customer if the problem is solved may hurt productivity! Outsourcing doesn't absolve you from blame, and companies need to invest in training and incentives to influence the behavior of contract resources. Keep up the good blogging! --John Hi Rudy; Thanks for chiming in on my blog. I’m returning the favor!

I agree with you, it is about intent. Most telcos/cable firms now use outsourced field service labor, who are paid either by the hour or the appointment. Since they don’t work directly for the phone/cable/internet company, the satisfaction of the customer doesn’t impact them very much. They are incented to do as many appointments as possible in a shift, and taking time to ask the customer if the problem is solved may hurt productivity!

Outsourcing doesn’t absolve you from blame, and companies need to invest in training and incentives to influence the behavior of contract resources.

Keep up the good blogging!

–John

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