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| Title: | The Digital way of working |
|
| Moderator: | QUARK::LIONEL ON |
|
| Created: | Fri Feb 14 1986 |
| Last Modified: | Fri Jun 06 1997 |
| Last Successful Update: | Fri Jun 06 1997 |
| Number of topics: | 5321 |
| Total number of notes: | 139771 |
1802.0. "SUPPORT TIME USAGE STUDY" by FORTSC::CHABAN (Not The Mama!) Tue Mar 10 1992 17:51
Anyone else get a copy of this? Who did the selecting? What if I don't
want to participate? How can I be sure this info won't be used against
me? Do I charge the time I use filling out this stupid thing to Admin?
Seriously, I appreciate the intensions (at least the prima face ones)
but this seems like a total waste of time to me. The time sample is too
small and the whole thing smacks of antiquated management science 101.
JMHO
-Ed
----------------------------------------------------------------------
-------------------------------------------------------------------------------
I N T E R O F F I C E M E M O R A N D U M
Date: 03-Mar-1992 10:36am PST
From: US SALES SUPPORT @MRO
US SALES SUPPORT AT A1 at SALES at MRO
Dept: US Sales
Tel No:
TO: See Below
Subject: SUPPORT TIME USAGE STUDY
From ELDEN SAATHOFF, @MRO, U.S. SALES SUPPORT PLANNING MANAGER, DTN 297-3845
============================================================================
You have been selected to participate in the FY92 Sales Support Time Usage
Study. This time usage survey is similar in design to a Sales Time Usage
study that has recently been conducted quarterly, at the request of the U.S.
Team.
We want to better understand how the Account Group Sales Support
Organization, Technology Resource Centers and Practices use time. We want
to understand what slows you down, how to make your work easier and more
productive and how you can use technology and tools to be successful,
thereby increasing account satisfaction and your own.
The focus is on time distribution across activities, rather than on "good"
time usage. So, please be completely candid with your responses. We share
the content of your responses, but not your response form.
Attached is your copy of the Q3 Time Usage Study. Take advantage of this
opportunity to tell us how you invest your time. Feel free to provide other
comments that you feel are pertinent to this effort. Your responses will be
kept confidential, unless you want indicate your name. It is the content
that we seek.
We have chosen the two (2) week period from 3/9/92 to 3/22/92 as the focus
of the study. If you're in training or on vacation, please record that on
the form. We ask you to refrain from using different weeks.
Please print the attached data collection form and mail back the hard-copy
completed form, via interoffice mail, on March 23rd to the project manager,
Margot Walthall @ MRO3-3/D13.
If you have any questions, please contact Margot at DTN 297-3838
or me.
U. S. SALES SUPPORT TIME USAGE SURVEY
Q3 FY92
INSTRUCTIONS
PART A - PROFILE DATA
Please complete the profile data sheet. This will enable us to make
comparisons across major categories of field support resources.
PART B - TIME USAGE
1. The survey covers a 2 week period.
2. Starting MONDAY 3/9/92, carry your forms with you.
3. Record your time usage at the end of each day.
4. Record all hours worked, using 1/2 hour increments and rounding
to the nearest half hour.
5. Leave BLANK categories that do not apply to your work.
6. On MONDAY 3/23/92, return completed forms via inter-office mail to:
Margot Walthall
U.S. Sales Support Programs
MR03-3/D13
If you have any questions, or need any additional information, please contact
Margot Walthall at DTN 297-3838.
PART C - COMMENTARY
Please respond to the questions in Part C.
Thank you for your time and effort.
U. S. SALES SUPPORT TIME USAGE SURVEY
PART A - PROFILE DATA
1. Support Organization (please circle): (a) Account Group Sales Support
(b) Technology Resource Centers
(c) Practices
2. Position: (a) Software Trainee
(Please (b) Software Specialist 1
circle) (c) Software Specialist 2
(d) Software Specialist 3
(e) Software Specialist 4
(f) Software Consultant 1
(g) Software Consultant 2
(h) Software Consultant 3
(i) Other (please specify) ___________________
With Digital/
3. Experience: With With Non-Digital Sls
Digital Digital Sls Support Org
Support Org Total
(a) < 1 yr. (a) < 1 yr. (a) < 1 yr.
(b) 1-3 yr. (b) 1-3 yr. (b) 1-3 yr.
(c) 4-6 yr. (c) 4-6 yr. (c) 4-6 yr.
(d) 7-9 yr. (d) 7-9 yr. (d) 7-9 yr.
(e) 10+ yr. (e) 10+ yr. (e) 10+ yr.
4. If you are a member of an Account Group Sales Support organization,
what type of account selling team are you aligned with ?
(a) Dedicated to a single account
(b) Account-set aligned
(c) Support multiple accounts across account sets
5. Are you currently a member of one/more of our "Partners" Programs ?
____YES ____NO
7. Principal Application or Technology Focus (please circle only ONE) :
(a) Manufacturing (j) OSF(UNIX/ULTRIX)
(b) Engineering (K) VMS, High End, Clusters, FT
(c) Science/Research (l) Real-time
(d) FABS (m) Database
(e) Sales/Distribution Sys (n) Networks
(f) Office (o) NAS
(g) Electronic Publishing (p) TP
(h) CASE/Software Development (q) Database
(i) Multimedia/Imaging (r) Desktop
(s) PC Integration
U. S. SALES SUPPORT TIME USAGE SURVEY
PART B - TIME USAGE
WEEK ONE (START DATE ______
END DATE ________)
Actual Time Spent
(round to nearest 1/2 Hr.)
DAYS (WEEK)
M Tu W Th F Sa Su
CUSTOMER FOCUSED TIME:
1. Travel To/from Customer Meetings __ __ __ __ __ __ __
2. Account Planning __ __ __ __ __ __ __
3. Planning Sales Calls
(Sales Strategies, etc...) __ __ __ __ __ __ __
4. Preparing Customer Presentations __ __ __ __ __ __ __
5. Preparing Proposals __ __ __ __ __ __ __
6. Preparing Configurations __ __ __ __ __ __ __
7. Prospecting and Qualifying __ __ __ __ __ __ __
8. Problem Identification __ __ __ __ __ __ __
9. Handling Objections __ __ __ __ __ __ __
10. Presenting to Customers __ __ __ __ __ __ __
11. Developing, customizing demos __ __ __ __ __ __ __
12. Performing demos __ __ __ __ __ __ __
13. Benchmarking/Benchmark tuning __ __ __ __ __ __ __
14. "Sales Support" Consulting with the
Customer __ __ __ __ __ __ __
15. Preparing Workstatements __ __ __ __ __ __ __
16. Developing Functional Specifications __ __ __ __ __ __ __
WEEK 1 continued Actual Time Spent
(round to nearest 1/2 Hr.)
DAYS (WEEK)
CUSTOMER FOCUSED TIME cont.
M Tu W Th F Sa Su
17. Performing "Delivery" Work for
DCS/APS (PSS) that is billable __ __ __ __ __ __ __
18. Performing "Delivery"-type work
for free __ __ __ __ __ __ __
19. Attending/conducting Special Events
with the Customer __ __ __ __ __ __ __
20. Taking Random Customer Calls from
the Switchboard __ __ __ __ __ __ __
21. Researching 3rd Party Applications,
Talking to CMPs __ __ __ __ __ __ __
22. Using on-line tools (VTX,Notesfiles,
etc.) to research a customer issue __ __ __ __ __ __ __
Sub-total __ __ __ __ __ __ __
MULTI-CUSTOMER* ACTIVITIES :
M Tu W Th F Sa Su
1. Preparation for multi-customer event
(seminars or DECdays) __ __ __ __ __ __ __
2. Participation( e.g.demo, presentation)
in a multicustomer event __ __ __ __ __ __ __
3. Support of Local User Groups (e.g.DECUS) __ __ __ __ __ __ __
* involving customers from more than
one (1) account
NON-CUSTOMER FOCUSED ACTIVITIES :
M Tu W Th F Sa Su
1. Cross functional communications
and coordination __ __ __ __ __ __ __
2. Travel to DEC internal (non customer)
meetings __ __ __ __ __ __ __
WEEK 1 continued
Actual Time Spent
(round to nearest 1/2 Hr.)
DAYS (WEEK)
NON-CUSTOMER FOCUSED TIME :
M Tu W Th F Sa Su
3. Attending DEC internal (no customer)
meetings __ __ __ __ __ __ __
4. Time reporting through SBS __ __ __ __ __ __ __
5. Other administrative tasks (e.g.
expense reports, monthly reports) __ __ __ __ __ __ __
6. Maintaining your own workstation/
system for internal use __ __ __ __ __ __ __
7. Internal systems support/management
for local admin. people __ __ __ __ __ __ __
8. Attending planned (per catalogue)
learning events __ __ __ __ __ __ __
9. Other learning
(locally sponsored sessions) __ __ __ __ __ __ __
10. Keeping current
(reading, videos, etc.) __ __ __ __ __ __ __
11. Knowledge Transfer/training
(of sales support, salespeople, etc.) __ __ __ __ __ __ __
10. Demo center set-up, demo installation,
equipment maintenance/system management __ __ __ __ __ __ __
11. Other
(sick time, vacation time, etc.) __ __ __ __ __ __ __
Sub-total __ __ __ __ __ __ __
TOTAL WORK WEEK ONE __ __ __ __ __ __ __
U. S. SALES SUPPORT TIME USAGE SURVEY
PART B - TIME USAGE
WEEK TWO (START DATE ______
END DATE ________)
Actual Time Spent
(round to nearest 1/2 Hr.)
DAYS (WEEK)
M Tu W Th F Sa Su
CUSTOMER FOCUSED TIME:
1. Travel To/from Customer Meetings __ __ __ __ __ __ __
2. Account Planning __ __ __ __ __ __ __
3. Planning Sales Calls
(Sales Strategies, etc...) __ __ __ __ __ __ __
4. Preparing Customer Presentations __ __ __ __ __ __ __
5. Preparing Proposals __ __ __ __ __ __ __
6. Preparing Configurations __ __ __ __ __ __ __
7. Prospecting and Qualifying __ __ __ __ __ __ __
8. Problem Identification __ __ __ __ __ __ __
9. Handling Objections __ __ __ __ __ __ __
10. Presenting to Customers __ __ __ __ __ __ __
11. Developing, customizing demos __ __ __ __ __ __ __
12. Performing demos __ __ __ __ __ __ __
13. Benchmarking/Benchmark tuning __ __ __ __ __ __ __
14. "Sales Support" Consulting with the
Customer __ __ __ __ __ __ __
15. Preparing Workstatements __ __ __ __ __ __ __
16. Developing Functional Specifications __ __ __ __ __ __ __
WEEK 2 continued Actual Time Spent
(round to nearest 1/2 Hr.)
DAYS (WEEK)
CUSTOMER FOCUSED TIME cont.
M Tu W Th F Sa Su
17. Performing "Delivery" Work for
DCS/APS (PSS) that is billable __ __ __ __ __ __ __
18. Performing "Delivery"-type work
for free __ __ __ __ __ __ __
19. Attending/conducting Special Events
with the Customer __ __ __ __ __ __ __
20. Taking Random Customer Calls from
the Switchboard __ __ __ __ __ __ __
21. Researching 3rd Party Applications,
Talking to CMPs __ __ __ __ __ __ __
22. Using on-line tools (VTX,Notesfiles,
etc.) to research a customer issue __ __ __ __ __ __ __
Sub-total __ __ __ __ __ __ __
MULTI-CUSTOMER* ACTIVITIES :
M Tu W Th F Sa Su
1. Preparation for multi-customer event
(seminars or DECdays) __ __ __ __ __ __ __
2. Participation( e.g.demo, presentation)
in a multicustomer event __ __ __ __ __ __ __
3. Support of Local User Groups (e.g.DECUS) __ __ __ __ __ __ __
* involving customers from more than
one (1) account
NON-CUSTOMER FOCUSED ACTIVITIES :
M Tu W Th F Sa Su
1. Cross functional communications
and coordination __ __ __ __ __ __ __
2. Travel to DEC internal (non customer)
meetings __ __ __ __ __ __ __
WEEK 2 continued
Actual Time Spent
(round to nearest 1/2 Hr.)
DAYS (WEEK)
NON-CUSTOMER FOCUSED TIME :
M Tu W Th F Sa Su
3. Attending DEC internal (no customer)
meetings __ __ __ __ __ __ __
4. Time reporting through SBS __ __ __ __ __ __ __
5. Other administrative tasks (e.g.
expense reports, monthly reports) __ __ __ __ __ __ __
6. Maintaining your own workstation/
system for internal use __ __ __ __ __ __ __
7. Internal systems support/management
for local admin. people __ __ __ __ __ __ __
8. Attending planned (per catalogue)
learning events __ __ __ __ __ __ __
9. Other learning
(locally sponsored sessions) __ __ __ __ __ __ __
10. Keeping current
(reading, videos, etc.) __ __ __ __ __ __ __
11. Knowledge Transfer/training
(of sales support, salespeople, etc.) __ __ __ __ __ __ __
10. Demo center set-up, demo installation,
equipment maintenance/system management __ __ __ __ __ __ __
11. Other
(sick time, vacation time, etc.) __ __ __ __ __ __ __
Sub-total __ __ __ __ __ __ __
TOTAL WORK WEEK TWO __ __ __ __ __ __ __
U.S. SALES SUPPORT TIME USAGE SURVEY
PART C - COMMENTARY
A. What are the three major obstacles to your productivity?
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
B. What changed in the past year to improve your effectiveness and efficiency?
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
C. What three support resources, in priority order, make you most
effective? SPECIFY TOP THREE ONLY.
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
D. Which information/tools have had the greatest impact on your productivity?
SPECIFY TOP THREE ONLY.
_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
E. Is there anything, in particular, about your workstyle or methods
that you feel makes you more effective and productive (e.g. the hours you
work, where you work, how you organize your work) ?
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
F. What do you suggest we do to improve your efficiency and effectiveness
for Digital this year?
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
============================================================================
Distribution: Select System Sales Specialists; Resource Center Specialists;
and ACTs. To update your profile, please send your name and badge to
SALES::NSP or Segmentation @MRO.
============================================================================
Distribution:
TO: LAURA MURPHY @KYO
TO: ANNE MUNOZ @SZO
TO: DAVID MUNNS @CXN
TO: STEPHEN MULLIN @ALF
TO: GREG MORNING @EWO
TO: PAUL MORAN @WAO
TO: ALEX MONTARE @KYO
TO: CHARLES MOK @WRO
TO: SATYABRATA MISRA @NYO
TO: KARYL MILLER @ANC
TO: FRANK MILLER @NYO
TO: WARREN MILLER @CXO
TO: ROBERT MICHIE @KYO
TO: BRUCE METCALF @VFO
TO: JOHN MELOM @MPO
TO: ANNA MEISHEID @COP
TO: GARY MEHRL @DEO
TO: PHYLLIS MEHALAKES @NYO
TO: JEFFREY MEDAUGH @DVO
TO: JERRY MCNAIR @IVO
TO: D BRUCE MCLENDON @DCO
TO: MICHAEL MCKENNA @CSO
TO: RODNEY MCELROY @WRO
TO: RICHARD MCDONALD @CWO
TO: JILL MAXFIELD @MWO
TO: BONNIE MARTIN @LJO
TO: DARYL MAIR @ORO
TO: GINA MAGUIRE @NYO
TO: MARGARET MADDEN @STO
TO: DAVID LUCAS @VFO
TO: LAWRENCE LOPEZ @LAO
TO: BOB LONGARIELLO @LAO
TO: GERALD LOFSTEAD @ALF
TO: JOHN LOEWS @OFO
TO: JOHN LITTLEFIELD @VFO
TO: MYRA LINCOLN @STO
TO: TIMOTHY LEWIS @CXN
TO: PETER LESTER @SZO
TO: DOLORES LEONARD @RTP
TO: SANDRA LEON @WRO
TO: STEVEN LEINWAND @NYO
TO: JOYCE LEGASPI @WRO
TO: MARK LEFFLER @BFO
TO: GEORGE LEE @NYO
TO: DONALD LAYTON @ZBO
TO: DANIEL LAUER @NYO
TO: BRUCE LANGSTON @LAS
TO: ANDREW LAMOTHE @ALO
TO: KARLA KUTZ @STO
TO: SUNIL KULKARNI @KYO
TO: KENNETH KRUEGER @CWO
TO: PAMELA KROFCHIK @VFO
TO: BRUCE KOEHN @WIO
TO: DANIEL KOCH @ACI
TO: DAVID KINZEL @STO
TO: LORI KERRINS @ALF
TO: EDWARD KERBS @NYO
TO: DANIEL KEHOE @RCH
TO: JAMES KATZ @FHO
TO: ROBIN KASSEL @NYO
TO: SUSAN KANE @NYO
TO: ROBERT JURANEK @TJR
TO: MARVIN JOHNSON @STO
TO: ANNETTE JEWELL @DVO
TO: BRIAN JELTEMA @RDO
TO: JEFFREY JANOCK @NJO
TO: MICHAEL JACKSON @PHH
TO: CHRIS IDEKER @VEO
TO: JOHN HUGHES @CKO
TO: MATTHEW HOWARD @WRO
TO: JOYCE HORMAN @NYO
TO: DONNA HIPP @ORO
TO: PAULA HILDEBRAND @STO
TO: JAMES HESHELMAN @PEO
TO: THOMAS HERMITT @NYO
TO: THOMAS HERENDEEN @BFO
TO: RICHARD HENCHEY @SPO
TO: RICHARD HELRIEGEL @RVO
TO: JOHN HAYES @ACI
TO: DONNY HARRISON @SCA
TO: WELDON HARRIS @SCA
TO: KARL HARRIS @PHH
TO: BRUCE HARDY @CXN
TO: JACK HANNAN @LAO
TO: JEAN HAMBLEN @CSO
TO: EARL HALL @RCO
TO: JUDITH HALL @MEL
TO: RONALD HAEFNER @KCO
TO: DAVID HABIB @WAO
TO: MICHAEL HA @LAO
TO: MARGUERITE GUTHRIDGE @HSO
TO: KEN GURALNIK @VEO
TO: RAJU GULATI @ATO
TO: EDWARD GRUPSMITH @NYO
TO: THOMAS GROSSKOPF @WRO
TO: DANIEL GRIMM @SSO
TO: MARILYN GRIFFITH @CWO
TO: JOHN GRIFFIN @TFO
TO: THOMAS GREENSMITH @DVO
TO: LEWIS GRAY @RTP
TO: ROBERT GRADY @KYO
TO: ANTHONY GORGONE @CWO
TO: VERA GOODACRE @VFO
TO: SERVULO GONSALVES @SCO
TO: STEVEN GOLDBERG @NYO
TO: GERARD GOEKE @STO
TO: J GINN @TSO
TO: MARK GILBERT @CYO
TO: MARY GETTEN-MARKS @LAS
TO: DON GERUNDO @WHO
TO: PAUL GAVAZZI @BJO
TO: RANDALL GAMBY @STO
TO: AMY GABELMAN @LAC
TO: RONALD FUNK @MJO
TO: GREGORY FRAZIER @BHO
TO: PAULA FRAZIER @AUO
TO: R FRANK @COP
TO: WALLACE FRANCIS @NIO
TO: HARRY FOXWELL @WNP
TO: DAVID FOX @FHO
TO: WILLIAM FOSTER @SDO
TO: THOMAS FORERO @NYO
TO: DWIGHT FOLTS @RCO
TO: PAUL FLOTTEN @DLO
TO: KEVIN FITZGERALD @DEO
TO: LAWRENCE FISHER @CKO
TO: JAMES FISCHER @FHO
TO: MARK FISCHER @OKO
TO: JEFFREY FINKELSTEIN @CHO
TO: RICHARD FEUCHT @MEL
TO: DAVID FEHLEISEN @RDO
TO: B SUE FAIRCLOTH @RDO
TO: STEVEN ENGEL @MRO
TO: RAYMOND EMMERICH @FHO
TO: BERT DURANT @ALF
TO: JANICE DUNMYER @FHO
TO: THOMAS DUNLEAVY @DFE
TO: GERALD DUNCAN @KCO
TO: ALVIN DOUGHTY @CYO
TO: KAREN DOTHARD @COP
TO: NEIL DORE @NJO
TO: PATRICIA DONOVAN @STO
TO: DOUG DOMINEY @HSO
TO: RONALD DLUGOSZ @PTO
TO: LINDA DIETZ @WRO
TO: JAMES DELOATCH @NYO
TO: GREGORY DAY @LAS
TO: ROBERTA DAVIS @LAS
TO: JOHN DAVIS @HST
TO: STEPHEN DATZMAN @INI
TO: BRADFORD DANIELS @HSO
TO: KENDALL DANE @FOO
TO: RAYMOND CULTRERA @VFO
TO: ELIZABETH CROPPER @ALF
TO: ROBERT CROMBIE @ZBO
TO: LARRY CRABTREE @SSO
TO: SCOTT COX @MEL
TO: ALBERT COPPER @CLO
TO: JEAN COOK @RCO
TO: MARK COLLINS @CLO
TO: BELINDA COLEMAN @WNP
TO: LARRY CLARKE @WIO
TO: GARY CLARK @CXN
TO: BRUCE CLAREMONT @CXN
TO: FRANK CIANFLONE @LAO
TO: CHARLES CIALI @MKO
TO: HSIANG-FU CHEN @NYO
TO: EDWARD CHAN @WRO
TO: EDWARD CHABAN @WRO
TO: MARVIN CESSNA @PDO
TO: WAYNE CASAGRANDE @OFO
TO: VICTOR CAREW @MEL
TO: GLENN CARDINALE @CWO
TO: MOIRA CAMPBELL @SEO
TO: DANIEL CAMBRON @TUO
TO: JAMES CAIRNS @ORO
TO: MARY BETH CAHILL @RDO
TO: TERRY BYRUM @VBV
TO: ERIC BYERS @SYO
TO: PAMELA BUZZERD @MEL
TO: MARIANNA BURKE @LKG
TO: ANDREW BURKE @AQO
TO: RAYMOND BROWDER @FHO
TO: ANDREW BREIT @NYO
TO: JEFFREY BRAVERMAN @SAD
TO: DONALD BRANDT @ALO
TO: JOHN BOYLE @KYO
TO: STEPHEN BOYD @NYO
TO: ROBERT BOETTCHER @NYO
TO: KELLY BOELEMA @GJO
TO: ROCHELLE BIBBS @COP
TO: EDGAR BERNIER @RCH
TO: DAVID BERGER @NYO
TO: GLEN BENNETT @FHO
TO: CHERYL BELL @ALF
TO: ELDON BARTSCH @DLO
TO: WENDY BARTA @COL
TO: RICHARD BART @CYO
TO: SCOTT BARROWS @LAO
TO: PHYLLIS BARRETT @TMO
TO: DAVID BARNETT @CLO
TO: STEVEN BALKE @OFO
TO: FRANK AYALA @CXO
TO: PAMELA ASHER-ISACOFF @COL
TO: RICHARD ARNDT @ACI
TO: ELAINE ARAZAWA @MJO
TO: MICHAEL ANUTA @COP
TO: DIMITRIOS ANDREOU @WRO
TO: ROGER ANDERSON @DLO
TO: MATHEW ALLEN @TFO
TO: DAVID AIKENS @SCP
TO: DICKERSON @OURGNG @VMSMAIL
TO: BLOUT @NATASH @VMSMAIL
TO: HOMYAK @TOOHOT @VMSMAIL
| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 1802.1 | the short answer | WR2FOR::GIBSON_DA | | Tue Mar 10 1992 23:55 | 5 |
| re .0
As best I can tell, this was not coordinated with Field Management!
See also the Gene Haag note.
|
| 1802.2 | Not! | ALOSWS::KOZAKIEWICZ | Shoes for industry | Wed Mar 11 1992 03:07 | 9 |
| The funny thing is that the people who bring you this survey are the
very same ones who have an elephantine computer system in place which
is capable of regurgitating this exact data.
Isn't it odd that they have so little faith in the validity of the data
in their system??
Al
|
| 1802.3 | Item 22 | TPSYS::SOBECKY | It's bad luck to be superstitious.. | Wed Mar 11 1992 09:59 | 3 |
|
Hey, at least they give you an opportunity to record how much time
you spend in NOTES! ;)
|