rosenthal@fsleng.DEC (03/20/85)
CUSTOMER SATISFACTION WITH DEC SPARES AND INSTALLATIONS ======================================================= THE DIGITAL QUALITY MANAGEMENT OFFICE (QMO) OF FIELD SERVICE LOGISTICS (FSL) WOULD LIKE TO RECEIVE INFORMATION REGARDING CUSTOMER SATISFACTION WITH THE: 1) QUALITY OF DIGITAL SPARE PARTS AND 2) QUALITY OF DIGITAL NEW, ADD-ON, AND UPGRADE INSTALLATIONS. FOR BOTH TOPICS WE ARE INTERESTED IN THE FULL SPECTRUM OF EVENTS, FROM EASE OF ORDERING TO EQUIPMENT RELIABILITY. SOME OF THE CATEGORIES WE WOULD LIKE TO SEE ADDRESSED ARE EASE OF ORDERING, DELIVERY TIME, COMPLETENESS OF SHIPMENTS - INCLUDING DOCUMENTATION AND SOFTWARE, QUALITY AND RELIABILITY OF HARDWARE, SOFTWARE AND DOCUMENTATION, AS WELL AS ANY OTHER TOPICS RELATING TO THE QUALITY OF GOODS AND SERVICES PROVIDED BY DEC FIELD SERVICE. ALTHOUGH WE ARE CONSTANTLY TRYING TO MEASURE AND IMPROVE THE QUALITY OF OUR SERVICE, MOST OF OUR INFORMATION IS REPORTED BY DIGITAL FIELD SERVICE. DIGITAL CUSTOMERS ARE THE OTHER SIDE OF THE EQUATION; THE SIDE THAT IS MORE DIFFICULT TO CAPTURE AND MEASURE, YET IS OF CRITICAL IMPORTANCE. PLEASE REMEMBER THIS IS NOT AN AVENUE FOR ADDRESSING ON-GOING PROBLEMS. IT IS A MEANS FOR BRINGING CONCERNS AND SUGGESTIONS TO OUR ATTENTION SO THAT WE MAY PREVENT FUTURE PROBLEMS. TRY TO INCLUDE THE COMPLETE DEC PART NUMBER(S), IF APPLICABLE. PLEASE SEND YOUR COMMENTS, SUGGESTIONS, COMPLAINTS, RECOMMENDATIONS, ETC. TO: (UUCP) decvax!decwrl!dec-rhea!dec-fsleng!rosenthal (ARPA) rosenthal%fsleng.DEC@decwrl.ARPA WE WILL TRY TO RESPOND PERSONALLY (via Mail) WHENEVER POSSIBLE. THANK YOU, BOB ROSENTHAL