| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 3851.1 | Yes | TROU45::D_CHENG | | Thu May 04 1995 15:19 | 10 |
| Try,
Field Service Problems TMACEO::FIELD_SERVICE 1008
Field Service Tools TMACEO::FS-TOOLS 2250
or for customers
http://www.service.digital.com/
|
| 3851.2 | | NOTAPC::SEGER | This space intentionally left blank | Thu May 04 1995 18:43 | 4 |
| I assume you really mean Multivendor Customer Services (it hasn't been called
Field Service for a number of years).
-mark
|
| 3851.3 | livin' on refried dreams... | DPDMAI::EYSTER | It ain't a car without fins... | Thu May 04 1995 19:52 | 7 |
| >I assume you really mean Multivendor Customer Services (it hasn't been called
>Field Service for a number of years).
...except by every single one of our clients and half of DEC (er,
Digital). :^]
Tex
|
| 3851.4 | MCS ? (right) | CSC32::P_YOUNGMEYER | | Thu May 04 1995 20:26 | 4 |
| It will always be field service to me! My customers remind me of it
every day, no matter what our management calls it.
Paul
|
| 3851.5 | | TOOK::MORRISON | Bob M. LKG1-3/A11 226-7570 | Thu May 04 1995 20:31 | 2 |
| MCS stands for multiple chemical sensitivity, right?
Field service will always be "field service" to me.
|
| 3851.6 | No doublespeak | FUNYET::ANDERSON | Support the $1 coin | Thu May 04 1995 21:06 | 5 |
| I feel like an idiot saying "Multivendor Customer Services". Even saying "MCS"
makes me feel guilty about using an acronym to identify what everyone knows as
Field Service.
Paul
|
| 3851.7 | done those refried dreams also, Tex... | POBOX::CORSON | Higher, and a bit more to the right | Thu May 04 1995 21:46 | 9 |
|
Goes to prove the old adage of changing the names to protect the
innocent.
But then I was always partial to it being called "Field
Engineering". C'est la vie....
the Greyhawk
|
| 3851.8 | We don't have to make sense? | POBOX::SETLOCK | | Thu May 04 1995 22:38 | 14 |
| re .3
I agree with you Tex. Our Customers are used to that job being called
field service. Once one of our Customers came to our office and wanted
to talk to me. He couldn't remember my name and asked the receptionist
to name some of the women in "Customer Service" (kind of like Customer
Support Consultant don't you think and what I think of when I hear the
term actually.) Anyway, the receptionist listed everyone in our MCS
organization who worked out of that facility and the guy left without
getting to talk to me because the names were unfamiliar to him. He was
a Purchasing analyst and unfamiliar with our field service engineers.
Too bad... The price we pay to be different from the rest of the
world.
Suzanne
|
| 3851.9 | Why fight it? | TMAWKO::BELLAMY | Ain't this boogie a mess? | Fri May 05 1995 11:29 | 7 |
| I find it all depends on the customer's culture. When I walk into a
predominately IBM shop to do a service call I am called a "CE" and the
RA92 I can to fix is called a "Dazz-Dee". Many of our customers here
are using MCS to describe my part of Digital ... because it's the term
I use. A rose by any other name ...
tb
|
| 3851.10 | there's a lot more to MCS than just the name | NOTAPC::SEGER | This space intentionally left blank | Fri May 05 1995 11:52 | 25 |
| Not to pour any fuel on the fire, but...
For years and years, Field Service was an organization focused on fixing broken
boxes or software and only if they were Digital. In fact, our early lack of
ability to service heterogeneous environments had hurt us significantly. It
was getting harder and harder to either find a customer who only had Digital
systems OR find someone who was willing to let us only service the parts we
knew how to.
The key point of MCS is the Multivendor and that's what we want to be sure to
emphasize with our current and future customers. We're also about a lot more
than just fixing broken hardware/software (I'm amazed at how many people
ourside of MCS think that's all we do). In fact, there's significant growth
potential outside of the break-fix oriented services and we want to grow that
business as much as possible since that's where the margins are. Perhaps the
rest of Digital isn't interested in our ability to service non-Digital
environments but we sure are AND it sure helps to pay the bills for the rest of
the company!
As for the name, if you significantly change what you do without changing your
name, how will anyone know you changed? If our current customers still think of
us as Field Service, I might have to live with that but I sure want our future
customers to know we're a multivendor service provider.
-mark
|
| 3851.11 | | OLD1S::SYSTEM | II it ain't fixed , don't break it | Fri May 05 1995 15:08 | 13 |
|
Mark,
I guess it depended on the branch office you worked out of. In Houston, I
used to spend Sunday morning once a month doing PM's on Wang tapes and DDC
disks hanging off 11/45's. This hardware was under maint contract. We worked
on most everything found on the systems if the user would sign a contract and
supply spares and prints when needed.
It's still Field Service not matter what TLA you want to hang on it.
Keith
|
| 3851.12 | | GAVEL::JANDROW | Green-Eyed Lady | Fri May 05 1995 16:01 | 16 |
|
it will always be field service to me, as well, but i know that they
don't just handle digital equipment...i used to work in the group that
dispatched all the calls to the field service guys/gals in the
northeast region, both internal and external...most customers always
refered to the tech as 'field service' {person}...because that is what
they did...they went out into the 'field' to service...
either way, field service or mcs, they are an important group of folks
that should not be forgotten!!
-raquel
|
| 3851.13 | MCS isn't only Field Service these days | JUMP4::JOY | Perception is reality | Fri May 05 1995 16:36 | 10 |
| And now that Network (Integration) Services and Learning Services are
part of MCS, it makes it even more complicated. Equating MCS to Field
Service doesn't work any more since these business were added. The
break/fix business has some name but I've forgotten what it is... maybe
they should just go back to calling themselves field service since it
appears to be the most commonly understood name.
IMHO,
Debbie
|
| 3851.14 | We (together) can handle anything... | RTFM1::OSTMAN | Time - is what keeps everything from happening at once. | Fri May 05 1995 17:48 | 8 |
|
Yep, MCS is _much_ more than break/fix service today. Soon to include
Outsourcing Management Services too.
Omnia possumus!(sp?).
/Kjell
|
| 3851.15 | Here you go... | MROA::RADZ | | Fri May 05 1995 17:52 | 545 |
|
Date: 05-May-1995 01:26pm EDT
From: Bob Palmer @MSO
PALMER.BOB@PNDVUEA1@NEMTS@MLO
Dept: PRESIDENT AND CEO
Tel No: 223-6600
TO: See Below
Subject: OMS ANNOUNCEMENT
In a continuing effort to ensure that our Services Portfolio is
addressing market/customer requirements, I am pleased to announce
the realignment of Outsourcing Management Services into the
Multivendor Customer Services (MCS) Business Unit.
Digital recognizes outsourcing as a significant market opportunity
and intends to actively participate in this space. To accomplish
this, we will consolidate our resources under MCS and implement a
focused effort aimed at positioning Digital as the premier
provider of client/server management and support.
With our refocusing of the outsourcing business, we will:
o separate responsibilities, resources, and assets between the
CIO organization, which remains chartered to support internal
applications and infrastructure, and the OMS business segment,
responsible for leading our efforts in the outsourcing market.
o charter MCS to assume the responsibility to lead Digital
further into the outsourcing business by developing the most
complete client/server service offering and the most talented
professional resources in the industry.
o ensure through the ABU that outsourcing opportunities are
properly identified, qualified, and secured to the maximum
benefit of the customer and Digital.
Several members of the Corporate Management Committee are actively
working to translate these strategic directives into operational
plans.
Our goal is to begin FY96 with a focus on the growth and
development of the client/server outsourcing business, while at
the same time meeting or exceeding our current Q4 commitments.
Please refer to details in the attached memo.
I N T E R O F F I C E M E M O R A N D U M
Date: 03-May-1995 02:32pm EDT
From: John Rando @OGO
RANDO.JOHN
Dept: V.P. Multivendor Customer Svcs.
Tel No: DTN: 276-8367 / (508) 496-8367
Subject: ANNOUNCEMENT - OUTSOURCING MANAGEMENT SERVICES
THIS ANNOUNCEMENT IS FROM VINCENZO DAMIANI, DICK FISHBURN,
VIN MULLARKEY AND JOHN RANDO
The implementation of the refocused Outsourcing business strategy
requires a certain number of actions to be undertaken in order to
support the two major objectives defined in Bob Palmer's
announcements, which are:
1) Guarantee the achievement of the committed Q495 OMS financial
performances.
2) Be ready to start FY96 with a new portfolio of service offers
and a realigned organization, so that Digital will be ideally
positioned to exploit the opportunities that the growing
segment of the Client Server Outsourcing market will generate.
This memo is intended to define the activities, the
responsibilities and the expected results that need to be
completed before the end of the fiscal year in order to
transition the involved organization from the current to the
desired status.
ACTIVITIES AND RESPONSIBILITIES
MCS ______________________________________________________
Will assume worldwide responsibility for Client Server
Outsourcing - Outtasking and will immediately start
working on the redefinition of the entire value chain of
the business, integrating the experiences we have
developed in different parts of the company with some of
the demonstrated best-in-class industry practices. In
particular:
OFFER CREATION
Definition of the most advanced portfolio of service
offers which will support the Company's stated objective
of becoming a leading supplier of Outsourcing services.
CUSTOMER ENGAGEMENT
Definition of the organizational framework that will
enhance current Digital capabilities in the area of
Customer Engagement, such as Marketing, Promotion,
Specialized Selling ON BASE (through the ABU) and OFF
BASE, and Bid Management. It is expected that the current
OMS organization and experience will be the foundation
for the future customer engagement model.
SERVICE FULFILLMENT
Definition of the organizational framework that will
receive all the OMS service Delivery resources required
to fulfill current and future Customer Obligations
deriving from acquired Outsourcing and Outtasking
contracts. In case self sufficiency could not be achieved
in any particular geography,MCS is responsible to
negotiate Service Level Agreements with CIO and/or SI.
OMS RESOURCES
MCS will immediately receive all the OMS resources
associated with Offer Creation and Customer Engagement.
OMS resources associated with Service Fulfillment will
remain with the CIO organization pending the development
of detailed implementation plans
OMS ______________________________________________________
The current OMS Management structure, on a worldwide
basis, remains responsible for the achievement of Q4 FY95
OMS financial commitment to the Corporation. To secure
this important objective and with immediate effect,
Stan MAWYER
will be acting in the position of
Corporate OMS Business Manager
in addition to his current responsibility of America's
OMS Business Manager.
Stan, who will report to John Rando, will also lead the
transition of the current OMS organization to the desired
future status.
ABU ______________________________________________________
ABU has a leadership role in defining the most
appropriate Account strategy for promoting and selling
every component of the Company's Core Value Proposition
into the ABU accounts.
ABU will ensure that Outsourcing opportunities are
properly identified, qualified and secured to the maximum
benefit of the Customer and Digital.
ABU will define the organizational framework required to
accomplish the above described tasks in a way that will
achieve maximum organizational efficiency and synergy
with MCS and SI.
CIO ______________________________________________________
CIO is the organization within Digital responsible to
define and implement the organizational framework and
infrastructure that best characterizes an implementation
of Digital's Customer Value Proposition.
CIO will contribute to the implementation of the
redefined Company strategy for the Outsourcing business
in two ways:
* through identification and separation of people and
assets required for internal support from the ones
required to fulfill external customer obligations
* by actively supporting other organizations,
particularly MCS and SI, in the fulfillment of current
and future customer obligations. This will be achieved
through agreed upon Service Level Agreements.
SI ______________________________________________________
SI is the organization within Digital, chartered to
market and deliver Application Integration and
Development Services to external customers either as a
stand alone business or as part of an Outsourcing deal
(sub-contracted from MCS).
SI will continue to enhance its current capabilities in
this domain, together with the ancillary portfolio of
services required to successfully compete in its target
segment of the IT market.
IMPLEMENTATION SUPPORT
CORPORATE STEERING COMMITTEE
A Corporate Steering Committee will remain in place for the rest
of Q495 and until the implementation of the Company's strategy
for Outsourcing business will be completed.
The Corporate Steering Committee will act as a Supervisory Board
and final escalation point for all the activities that will be
generated in the geographies during the implementation of the
Company's strategy.
The Corporate Steering Committee is composed of the following
members:
CHAIRMAN & SECRETARY: Dick FISHBURN
MCS: John RANDO
CSD: Vincenzo DAMIANI
FINANCE: Vin MULLARKEY
The Corporate Steering Committee will be supported by subject
matter experts within the Company and by BAIN & CO. Among the key
tasks, the Corporate Steering Committee will produce the rules of
engagement and revenue recognition template for FY96.
AREA TASKFORCES
A preliminary review of the portfolio of contracts has indicated
that the implementation of the refocused Outsourcing strategy
presents different level of complexity in the three geographical
Areas.
Three Area Taskforces will be set up to direct and overview the
implementation:
The Taskforces are composed by the following members:
+-------------+-------------------+---------------------+
|AMERICAS | A.P. | EUROPE |
+-------+-------------+-------------------+---------------------+
| MCS |BOB GOOD |PATHY PATHMANABAN |GIANNI MESSORA |
+-------+-------------+-------------------+---------------------+
| ABU |SCOTT ROETH |BOB SCHMITT |VITTORIO LEVI |
+-------+-------------+-------------------+---------------------+
| SI |JON CAPUTO |KANNANKOTE SRIKANTH|PAUL VAN DER SPIEGEL |
+-------+-------------+-------------------+---------------------+
| OMS |STAN MAWYER |RON WICHTER |JUERGEN WEGWART |
+-------+-------------+-------------------+---------------------+
| CIO |RALPH WALKER |BARBARA DE GUISE |GEOFF LOMAS |
+-------+-------------+-------------------+---------------------+
The Area Taskforces will refer to the Corporate Steering Committee
for both advice and approval on all the issues they will encounter
during implementation. They will also produce biweekly progress
reports to the Corporate Steering Committee. Area Taskforces have
the responsibility to set up a communication template for our
current customers and employees. Area Taskforces are encouraged to
set up Country Implementation Teams in all those cases where a
higher level of granularity is required in analyzing current
customer obligations and internal organizational interdependency.
It is our expectation that the highest level of cooperation and
mutual support will be shown by all the people involved in the
transition.
We are fully committed to the leadership position the Company has
set for this important component of its Customer Value
Proposition.
Regards,
Vincenzo Damiani Dick Fishburn Vin Mullarkey John Rando
Distribution:
ED CALDWELL@HLO
MARK CHARDON@MSO
CHARLIE CHRIST@MSO
DICK FARRAHAR@MSO
DICK FISHBURN@MSO
CHARLIE HOLLERAN@MSO
GAIL MANN@MSO
VIN MULLARKEY@MSO
BOB PALMER@MSO
ENRICO PESATORI@MSO
MICK PROKOPIS@MSO
JOHN RANDO@OGO
TOM SIEKMAN@MSO
BILL STRECKER@MSO
Richard Aguayo@MRC
Andy Akrouche@OTO
Gary Andreassen@KYO
Rob Ayres @OGO ( ROB AYRES@OGO )
FRAN BARTON@MSO
TOM BEAUDOIN@ZPO
Bedard@mlimt@vaxmail
Ray Bedard@mro
John Beisheim@ogo
Joseph Bentley@CEO
Ernie Birge@OHF
ALAN BLANK@HHL
Bob Bonner@IVO
Julie Bova @OGO ( Julie Bova@OGO )
Brassart@asabet@vaxmail
Dee Brown@ALF
Buda@powdml@vaxmail
HECTOR BUENO@SHR
Bob Burke@ohf
RICH BUTLER@OGO
Carlos Calderon@LAC
Steve Campbell@ALF
Jon Caputo@tay
Henry Chang@NYO
JOSE LUIS CHAVEZ@MXO
Jag Chohan@TRO
MIKE CHULI@OGO
BOB COHEN@GEO
Eric Cohen@mso
Nadine Cohen@MRO
Brenda Colgan@SHR
Jim Consolo@PDO
CHRIS CONWAY@GEO
Richard Corcoran@KYO
Gail Costantini@KYO
Bill Courtier@KYO
Philip Cronin@CTU
Rob Crossland@STO
BARBARA CUENOD@GEO
VINCENZO DAMIANI@GEO
VINCENZO DAMIANI@OGO
Ed Deary@MRO
Teddie Deboise @OGO ( Teddie Deboise@OGO )
Ralph Deflorio@OFO
Tim Dickinson@EMO
Bob Dietzen@PTO
David DInnocenzo@MRO
John N Doherty@ogo
Lois Dowd@HSO
CHRISTIAN DUGUET@EVO
Ed Dunn@TMO
John Dupree@CEO
Dennie Dyer@MKO
Mark Endry@ogo
Blair Erickson@WRO
Robert Everette@OTO
DAVE FARABAUGH@SNO
Cathy Farrell@NYO
John Fischer@ALF
Dick Fishburn@mso
JIM FLANAGAN@MSO
Bill Foley@mso
Peter Fontaine@mso
ALEXIS FORD@MSO
LARRY FOX@ZPO
Rich Frank@NYO
WLADEMIR FUMAGALLI@DJO
John Gallagher@MKO
Loretta Galvin@PTO
JOHN GAVIN@HLO
Martha Gilbert@CXO
BOB GRIFFIN@OGO
TOM GRILK@MSO
Roger Hambridge@ALF
Dan Hamel@ako
DOUG HAMMOND@MSO
Rick Harding@ALF
Bob Harter@MRO
Terry Hendrix@MRO
DON HERBENER@ZPO
Lee Higley @OGO ( Lee Higley@OGO )
Lloyd Hodges@SCA
Judy Holler@COP
WILLIE HOOKS@WRO
Jerry House@PHX
Jean Hoxie@OGO
BOB HULT@MSO
Tom Iannotti @OGO ( TOM IANNOTTI@OGO )
Richard Idzenga@NYO
MICHAEL JACKSON@SCA
ILENE JACOBS@MSO
Dave Jarvis@MRO
JMAGEE@USCTR1@VMSMAIL
Jack Johnson@WRO
Chuck Kane@ALF
SATOSHI KAWAI@TKT
Karen Keller@KYO
Paul D Kelly@OGO
Jim Kimball@MRO
Michael King@CEO
Mike Kingsley@MKO
Karen Kopke@LIO
Bob Kostaras@KYO
Mary Krakauer @OGO ( MARY KRAKAUER@OGO )
Shawn Kubrak@NYO
KAREN KUPFERBERG@MSO
PHIL LADDS@REO
Gerry Lalonde@OTO
Vince Laona@NJO
RON LARKIN@OGO
Bill Lavigne@VEO
Jodie Lehman @OGO ( JODIE LEHMAN@OGO )
TIM LEISMAN@OGO
RALPH LIPIZZI@OFO
Bruce Lynn@MRO
Jannette MacDonald@MRO
John Magee@MRO
MAHENDRA@PATEL@VMSMAIL
Buddy Mansor@LAC
Ken Martin@PHH
Nicholas Matejko@NYO
STAN MAWYER@OGO
TOM MCEACHIN@OGO
David McGillivray@NYO
Bill McNamara@MRO
Dean Melnyk@CTU
PETER MERCURY@OGO
Lisa Merrill-Black@NYO
GIANNI MESSORA@GEO
Paul Milbury@MSO
Alan Miller@LAC
JOHN MILLERICK@AKO
Jan Montgomery@mso
GORDON MOULTRIE@OGO
GORDON MOULTRIE@GEO
Vin Mullarkey @MSO ( MULLARKEY.VIN@PNDVUEA1@NEMTS@MLO )
AMIT NANAVATI@MSO
Gene Nelson@mko
Frank Newhard@COP
KATHIE NICKERSON@OGO
Dee Obrien@CHO
Mike Odonnell@BXO
MARIAN OLEARY@MRO
Darron Olson@MRO
Raymond Oreilly@NYO
Roger Orr@WRO
Wilfred Otero@NYO
John Pacy@ogo
BERNARD PASQUIER@ZUO
PHIL PIETROWSKI@OGO
MICK PROKOPIS@MSO
Jim Rabyniuk@CTU
Rague@awecim@vaxmail
Karen Raitz@ALF
Jon Reardon@KYO
WAYNE RECORDS@GEO
Pete Buswell@OGO
SCOTT ROETH@MKO
GEOFF SACKMAN@MSO
HERMANN SAENGER@RTO
Richard Scarborough ( Richard Scarborough@OGO )
BOB SCHMITT@MKO
DICK SELLERS@CXO
Rick Shaw@MRO
GRAEME SHORTER @OGO ( GRAEME SHORTER@OGO )
Anil Sitole@ogo
Candy Smith@GNO
William Smith@NYO
ALLEN SNYDER@CXO
Paul Van der Spiegel@bro
Dawn Spooner@MRO
PAT SPRATT@MSO
KANNANKOTE SRIKANTH@OGO
Jane Stanwick @OGO ( Jane Stanwick@OGO )
Bob Steele@MRO
DAVID STRAGE@GEO
RAE STRATHDEE@TRO
DAVE STUBBS@GEO
CHRIS SULLIVAN@SHR
Eugene Sullivan@NJO
Vijay Thakur@tay
Dan Thatte@ogo
Don Thom@OTO
Colin Thompson@ALF
Natalie Thompson@MKO
JOE TIERNEY@MSO
TONY TONG@HGO
Dave Toub @OGO ( Dave Toub@OGO )
GERRY UVA@MRO
HENK VERMAAT@UTO
JANET WALLACE@SHR
TONY WALLACE@MSO
James Waltenspiel@MRO
Mike A Watson@mso
Ken White@MRO
Mike Whitney@ogo
Dan Wierzbinski@MRC
CHUCK WILHITE@ALF
Stan Williams@CTU
Tim Woisin@ogo
Barbara Wolfenden@MRO
Suzee Woods@mso
Bob Young@GNO
John Yurcak@MKO
JAY ZAGER@LJO
ALAN ZIMMERLE@IVO
ALAN ZIMMERLE@OGO
Craig Zokas@OHF
|
| 3851.16 | or "Digital Services"? | LGP30::FLEISCHER | without vision the people perish (DTN 297-5780, MRO2-3/E8) | Fri May 05 1995 19:26 | 11 |
| re Note 3851.14 by RTFM1::OSTMAN:
> Yep, MCS is _much_ more than break/fix service today. Soon to include
> Outsourcing Management Services too.
In other words, MCS provides all kinds of services in the
field?
"Field Service" may turn out to be an especially apt name.
Bob
|
| 3851.17 | | GAVEL::JANDROW | Green-Eyed Lady | Fri May 05 1995 19:32 | 11 |
|
< or "Digital Servicec"?>
that's how i used to answer the phone for my old f/s-related group...
works for me...
|
| 3851.18 | Just Give It A Little More Time | MSDOA::JENNINGS | Where is Lee when we need him? | Mon May 08 1995 15:26 | 3 |
| So many things in this company have come "full circle" at least once,
it's surely just a matter of time before someone comes up with the
brilliant idea of resurrecting the name "Field Service"...
|
| 3851.19 | MCS is the wrong name... | WOTVAX::HATTOS | It's simple - but it's not easy | Mon May 08 1995 17:22 | 25 |
| Err.. instead of confusing ourselves and our customers, take the
simplistic approach....
My view has always been that we are all one organisation called
CUSTOMER SERVICES
It doesn't matter a toss what the internal organisation name is, every
single one of us is paid by THE CUSTOMER. We all exist in employment
because of THE CUSTOMER. There is not one of us who does not deliver,
directly or indirectly a SERVICE of some kind to THE CUSTOMER.
Multivendor Customer Services is a name that means nothing to THE
CUSTOMER. Plain old Customer Services, means a great deal.
We should think Customer more and Digital less, that way the Customer
is happy, he buys more kit, more service, more outsourcing, more
Consultancy, and that makes Digital happy. There would be no need to
think about Digital, it would take care of itself....
Stuart
PS, I used to be in Field Service, always argued it should be called
Customer Service, but used to like being called a Field Service
Engineer!!
|
| 3851.20 | MCS works!! | BSS::R_LOGAN | | Tue May 09 1995 22:45 | 13 |
| MultiVendor CUSTOMER Services is exactly the right name. It
is the idea of being able to work towards and become truly
multivendor that scares us.
For today's customer support engineer, whether in front of the
customer or on the phone, being an effective resource for the
customer's ever-increasing multivendor environment is TOUGH to
say the least.
Digital's mission by 1997 is not only be a multivendor service
provider, but be THE leader. I personally think.....know....we
can do it. We have alot of broken pieces right now and how quickly
we can fix them will be the key to us reaching our goals.
|
| 3851.21 | MCS r US | DABEAN::REAUME | It's what's happening ...again | Wed May 10 1995 01:25 | 15 |
|
Even though the name "Multivendor" might be new to some of you out
there, I've been supporting everything from System Industries, Fujitsu,
CDC, and STC under Digital maintenance contracts for close to ten years!
We didn't do this to compete against ourselves but to retain business
and keep a presence in front of our customers (remembering if we
wouldn't support everything on contract, somebody else would).
Within the last five years we've picked up maintenance on Sun systems
(their service is not even close to multivendor!) and just about every
PC company out there. We make MONEY on these, AND keep our names on the
customers lips by supporting ALL of their equipment. Having your foot in
the door beats knocking anytime!
|
| 3851.22 | Someone else uses Multi-vendor and Multi Vendor | NASEAM::READIO | A Smith & Wesson beats four aces, Tow trucks beat Chapman Locks | Wed May 10 1995 13:40 | 7 |
|
Field Service is an industry-wide, highly recognized term. Vultivendor
Customer Service is a Digital buzz word. It is so much of a buzz word that
it can't be spelled Multi Vendor w/o incurring a copyright infringement
lawsuit.
Customer Service is a politically correct bastardization of Field Service.
|
| 3851.23 | Is it published anywhere officially? | NEMAIL::KGREENE | | Wed May 10 1995 13:47 | 8 |
| RE: .22
You mean my business cards (which read Multi-Vendor Customer Services)
could be a copyright infringement?
Somebody ought to notify our business card supplier.
kjg
|
| 3851.24 | The Medic, by any name, was always a welcome sight | DPDMAI::EYSTER | Livin' on refried dreams... | Wed May 10 1995 14:08 | 14 |
| Whatever the hell you call it, this notes string *has* served to point
out that the people doing the work have done a fine job and have plans
to do an even finer one! Congrats to all.
And I've never been at a client site where someone said "Oh. (sigh) The
Field Service guy is here...". It's predominately been "Oh! (sigh of
relief). The *Field Service* guy is *here*!". So even if they're
callin' y'all the wrong thing, they're callin'!
Tex
(And Robin, don't go jumpin' down my throat. *Guy* in this context is
meant to be PC, gender-neutral and not disparage the many fine women in
MVCS. Kudos.)
|
| 3851.25 | I had to get new business cards | NASEAM::READIO | A Smith & Wesson beats four aces, Tow trucks beat Chapman Locks | Wed May 10 1995 16:26 | 24 |
|
> You mean my business cards (which read Multi-Vendor Customer Services)
> could be a copyright infringement?
>
> Somebody ought to notify our business card supplier.
Digital, at the time I joined CSSE from Field Service Training, (1985) had
already started calling Field Service "Customer Services" but that was only on
the telephone when the secretary answered the phone. The world still called us
Field Service. Node CSSE was in Stow (and still is, for that matter) and
node FSTVAX (Field Service Training VAX) was in Bedford back then.
When I was still in CSSE (Customer Services Systems Engineering) and we were in
the process of coming up with a new corporate (p.c.) name for our organization,
Multi Vendor Distributed Systems lasted a while but someone decided to
change that one and Multi-Vendor Customer Services was chosen. (MVCS) A few
months later we were informed that someone had that copywrited and we would have
to use a non-hyphenated version and we became MCS. That was in the CY'93
timeframe.
MVDS00, MVDS01, & MVDS02 were in Merrimack when CSSE ceased to exist
(TFSO'd nearly everyone in the organization in the spring of '93)
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| 3851.26 | I'm not picky. | ANGLIN::WOOLLUMS | Russ Woollums | Wed May 10 1995 22:36 | 10 |
| Field Engineer, Customer Engineer, or Multivendor Customer Engineer, I
answer to all of these and a few more. Its quite understandable that a
customer may not address us by our proper name. The good thing about
the name is that the customer sees the word MULTIVENDOR every time we
send them an official communication (even a business card). Hopefully
this plants a seed that grows into more business.
To summarize, call me what you want. Just don't call me late for supper
:)
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