Conference kernel::csguk_systems

106.0. "Systems and Micros merge discussion." by KERNEL::MOUNTFORD () Sat Jul 28 1990 23:30

    From Ken Robb.
    --------------
    
    Hello all,
	
	While the Systems group have largely been keeping on top of the calls 
as they come in with very few customers having to wait, the Office group are 
not in such a fortunate position. They are being swamped with calls resulting 
in both customers and engineers having to wait a long time for a response.

	Does anyone have any ideas as to how we may even up the balance and 
reduce the impression we give customers that "there is a lower level of service 
on microvax systems". By that I don't mean us giving manpower support (although 
that just may be the right thing to do in the short term). 
	Can any of the procedures and tools that we currently use be used 
effectively in the micros unit? Should someone sit in the group for a while to 
identify the problems? For example has anyone seen a machine check analyser for 
any of the microvax processors? We have them. Should device calls be dealt with 
by the device group (manpower movement would be required with call movement)?
Are the micros unit spending time on bugchecks when they should be coming to 
the bugcheck desk or customer should be sending a tape in to TSC? Are there 
enough stars articles being produced to prevent problems being resolved more 
than once?

	There are always a lot of good ideas come out of this group and I'm 
sure that there are a lot more ideas around than I have touched on above.
This is an URGENT problem so please give any feedback you have to Frank as I 
wont be in for a while. Hol's and all that.

Regards,
	Ken
                  

    I think this issue does need air-time, regardless of what external
    influences may force upon us in time. This is an internal issue
    within our own "GROUPS" that needs attention. I should like to set
    up a small working group to iron out the issues and put into place
    a concrete plan for the two groups to work alongside each other.
    There have been some good supportive comments in another notesfile and
    to that end may I ask for support from those people to put this working
    party into being. I would therefore appreciate any volunteers to
    take up this challenge from both groups.
                               
    Please either mail me or indicate your support in this conference...
    I would like to have a first meeting on the 8th of August, so get
    your names in asap.
    
                          Cheers Richard.