Re: The Perfect Productivity Metric

Subject: Re: The Perfect Productivity Metric
From: Sigrid Schoepel <sschoepe -at- adacgeo -dot- com>
Date: Tue, 11 Jul 2000 08:26:43 -0500

I don't think that any company (who wants to stay in business) refers to
customers (to their faces) as morons.

To defend Edwin a bit, at my company we have a database that is used to record
customer questions. I regularly get bugs that state that the documentation is
lacking X. Well, X just happens to be in the guide.

For example, I got a bug that says that nowhere in the user guide does it tell
the user that bolus is set up per radiation beam (bolus is a material used to
make a patient's contour more uniform). In the section about bolus the
introductory paragraph is two sentences long. The second sentence states that
bolus is set up ber beam.

Neither the customer nor the customer support rep looked in the guide (and the
customer support department has all the guides as PDF files so they can search
the documents). I'm not saying our guides are wonderful and you can find every
answer, but the bug listed above should never have gotten to me.

I'm trying to get customer support to read the guides and refer customers to the
guides. A few are doing it but a the others still just submit bugs assuming the
user read the guide and couldn't find the information.


Sigrid Schoepel
ADAC Laboratories, Geometrics
6400 Enterprise Lane, Suite 201
Madison, WI 53719
phone: 608-298-2100, x8118
fax: 608-298-2101
email: sschoepe -at- adacgeo -dot- com

I feel much better now that I've given up all hope...again.

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