1.) "I can understand that sometimes we are not able to plan in advance"
You know we can't plan in advance; What does that supposed to mean??? we can plan in advance EVERYTIME we make a sale. How can we even make a decent sale if we can't plan in advance, the whole basis on a air tight operations is the planning in advance from the beginning. Give me a break. If we get the sales people involved from the beginning like they are supposed to be we would know the topology of the County and be able to recreate the situation to a T in the McKinney office. On the other hand if we have people in the field who don't understand the technology and O/S on at least a basic level then we will never be able to create a perfect situation. Right now because McKinney is not involved or informed from the point when the RFP gets printed to the time the server hits my door we are NOT capable of satisfying every request everyone needs to make.
2.) " I had to finish setting up the Server "
By finish, what exactly do you mean. Once the O/S is installed and the services are installed the setup is complete,,now the settings have to be tailored to the CO's specific needs,,of which I need to know from the time the sale is proposed.
3.) "I can understand that sometimes we are not able to plan in advance, for the ordering of computers & other components. However, we need to establish some sort of Document, that is filled out with a new Customer or when Demonstrations are done, as far in advance as possible, so we can do more planning in advance, and get the Quality Assurance & testing that is necessary for the setup of the Server and other components. This is the second time that this has happened to me, where the Server was not setup completely, and it also happened to Greg Forsythe last week in Indiana."
This so called Document you speak of,,is this not the combination of a finished RFP and a work-order which we already have in place??? And if so, it is clear that communication is the problem. The McKinney office has to be aggressively proactive just to get any information that originates from the beginning of the sale, then the puzzle work begins. Greg is a salesman, and should not EVER be put in a technical situation. I know we are spread thin at this company but if we insist on putting not-technical people in a support position then we have no choice but to expect problems.
4.) "If we know what is needed for a customer, then the Server and all other components need to be ordered, shipped to McKinney, configured and tested before it is sent to the customer site"
I agree completely, right now we have salesman who are creating these work orders who do not understand the technical infrastructure that needs to be in place. Therefore, we have orders being made that don't meet the counties needs. Example, Maryland, we set them up for a PortServer II interface, when in fact (we found out later) they needed to be setup for modem interface and they are not going to be using the Port Server II.
5.) "Also, if the printer would have been setup and tested, we would have found out that the duplexer was not the correct one."
"QMS 4032 Printer - Configured and Tested with 6' cable. We need to order the QMS 4032 printer to replace the Minolta Pageworks 20, that they currently have. Apparently this was promised to them on the first contract. The Minolta Pageworks 20 was just on loan to them at the time."(Jeff's March 5th email of requests).
I see nothing in this request about a duplexer needing to be sent let alone tested with this QMS printer. Bill has informed me that the duplexer he ordered is the same part number that it has been since we started buying them, also the part was intended for the QMS 4032. Therefore what we have is improper onsite installation.
6.) "It becomes very frustrating as a support person, to have to go through the same routine over and over"
I couldn't agree with you more!!!!!
7.) "The objective of the support person, when going out to a customer site, is to focus on Training, not to have to debug and setup a Server and other components, when we have people in the McKinney office who are supposed to do this."
The object of the support person to be able to handle any situation from top down.
If we in the McKinney office do not get a call from each person in the field that has a specific request how are we supposed to know when and how to tailor this install to the county's specific need, that is why there is a default install. And this default install allows our competent support people to make changes to tailor the setup of the counties. Now if we need to make an out of the box system for our "support" people, and our support people have problems setting it up properly how can they even troubleshoot the problems that might occur in the future. Pointing fingers to the origin of the machine will get nothing done, if people in the field aren't capable of making the right setting and decisions about the server's situation then a personal call to the McKinney office prior to making the sale explaining what specific parameters need to be set, needs to be made.
It's clearly apparent we need periodical training for our support people.
This is not a topic to discuss in email, those who have a problem with the way a system is setup may give me a call at ANYTIME at home, work or on my cell and I will be more than happy to handle your situation.
Work 972-542-6000 x156