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Comments on: Same Old Story https://whynow.dumka.us/2010/10/21/same-old-story-2/ On-line Opinion Magazine...OK, it's a blog Fri, 22 Oct 2010 19:03:10 +0000 hourly 1 https://wordpress.org/?v=6.4.3 By: Bryan https://whynow.dumka.us/2010/10/21/same-old-story-2/comment-page-1/#comment-53757 Fri, 22 Oct 2010 19:03:10 +0000 http://whynow.dumka.us/?p=17457#comment-53757 Out-sourcing customer support is a killer for a manufacturer because you lose the feedback necessary for product development, i.e. what do customers love and what do they hate about a product. You also lose the information needed to correct problems with documentation which would reduce unnecessary service calls.

When upper management is controlled by people who know nothing about manufacturing, they view customer relations as an overhead cost, just like the light bill, not the necessary link in product development.

]]> By: paintedjaguar https://whynow.dumka.us/2010/10/21/same-old-story-2/comment-page-1/#comment-53755 Fri, 22 Oct 2010 16:18:22 +0000 http://whynow.dumka.us/?p=17457#comment-53755 Yeah, I was just thinking about this kind of thing a couple of days ago while reading an article about the growing use of call centers for almost all customer interactions. Interacting with customers is basic and affects all other operations in important ways, yet outsourcing and automation have become almost ubiquitous. To me that seems sick in a very fundamental way. It’s all about reducing both workers and customers to commodities of course, but also seems non-functional in terms of quality and real efficiency. That’s corporatism in a nutshell, I suppose.

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