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RE: After Election Report - City Norfolk, Va

Title: Message
With respect to your question below, my organization, the Customer Satisfaction Group, is responsible for tracking product quality and customer satisfaction issues within Diebold North America manufacturing, and I am passing this information on to our manufacturing team directly.  This information is shared specifically with the manufacturing teams that meets daily to review ongoing issues within production, quality and materials impacting current and future orders.
The feedback we are receiving has been a tremendous asset to us and is being used constructively to induce proactive root cause analysis and corrective, preventive actions as necessary.  We certainly need to continue to receive this information as it is received.  In addition to this feedback we are receiving in this forum, we are working directly with Barney Lucas in McKinney to receive up to date information on units returned for product quality issues into DES McKinney for repair/rework.  We again drill this information directly to manufacturing and measure them on product quality PPM (parts per million).
Should you have any additional questions/comments, please do not hesitate to contact me directly.
Cindy Hartzell
Customer Satisfaction Manager
North America Manufacturing
330/490-5739; vmail 330/490-5777, x5739
Internet:  hartzec@diebold.com
Mobile:  330/904-7512

-----Original Message-----
From: Steve Knecht [mailto:stevek@gesn.com]
Sent: Friday, May 17, 2002 3:43 PM
To: support@gesn.com
Subject: Re: After Election Report - City Norfolk, Va

Could management (I don't know exactly whom I'm addressing here) give us some idea of the "process" that is gone thru when feedback like Rodney's is given from the field?  How do we know its being tracked and someone is doing something with this information?  What is the communication and feedback method here?  This is significant information that needs to get to Dick Stevens, there are processes of parts ordering that are unclear, etc.  Thanks
----- Original Message -----
Sent: Thursday, May 16, 2002 4:33 PM
Subject: After Election Report - City Norfolk, Va

This is an After Election Report for the City of Norfolk, VA.
The City of Norfolk was new account with 55 precincts.
We deployed into the field, 245 AVTS voting units, 55 AVTS demo units and 2 AVTS-OS units.  Election Day was the 7th of May 2002.
During acceptance testing, we found 3 units that had the continuous boot problem.  We had another two that would not boot at all, and we had one where only the bottom PCMCIA slot would work.  Of, course these units were sent for repair prior to the election.
We had 8 AVTS units that would not release the Voter Card after voting.  It appears to be the same problem that was experienced in Shelby County, TN. On 5 of these units, the problem was intermittent, but was still a problem. So, we had to take these units out of service.
We had problems with 11 AVTS voting booths. It appears that in four of the booths, the booth power cord, that plugs into the AVTS unit was not working.  Therefore, after 7 hours of voting, those units ran out of juice.  We had to plug them directly into a wall socket and bypass the booth. We had tested the booth plug-in outlet of these booths, they were working properly, but apparently the AVTS booth power cord that plugs into the AVTS unit was not.  One booth handle was broken.  On three on the booths, the outer locking latch is broken.  On the last three, the metal bracing bracket was bent.  I can see the metal bracing bracket attached to the legs is going to be a problem.  It is very flimsy. Are there replacement parts for the booths??
The booths and AVTS units will be shipped back to McKinney for maintenance and repairs.
There were other minor problems with poll workers deleting their Spyrus with the Manager Card.  We will re-address this at future training sessions.
Other than the few items mentioned above, the election was a great success.  We were able to modem upload all but 15 precincts, this is more than expected.  Accumulating results, AccuVote-OS, reporting all went great.
Rodney D. Turner
Diebold Election Systems
214-642-6289 cell
800-433-8683 ext. 159
972-542-6044 fax