Operation Improvement Inc.

On the internet, a TROLL is someone who baits an innocent into a war of words in a discussion forum. The object of the argument is not truth or knowledge, but a "slice and dice" victory at any cost, and Trolls love to play this game for hours. (Google:"What is a Troll?" for more information. http://en.wikipedia.org/wiki/Internet_troll)

With all of the changes in office technology, I have been pondering new ways to screen qualified agents for desktop support. As we all know, "techies" speak a language all their own. The genuine article, however, doesn't need the multiple-choice crutch. They should be able to ace these essay tests WITHOUT google-ing the answer!

Why does computer maintenance take so much time? Why are computers systems down for so long when they fail?

Computer systems inevitably fail, but you can minimize the costs, and reduce workstation down time to hours instead of days if you fully apply these strategic principles in your computer support operation.

A few years ago, I did some consulting and training for a manufacturing company. Components of their products were made from metal castings with some precision requirements below a thousandth of an inch. The company had some trouble achieving these tough product targets and I was there to help.

Now put yourself in the management of this operation as you read, and ask yourself, "What would I do?"

Technology products are often evaluated on their "ease of use" as though this concept is universal. The deeper issue, however, is the degree to which a customer finds a company easy or hard to to business with.