The DOBlog

Author: Daragh

  • Ding Dong Dell

    Deary me. Life with Dell just gets better and better. Not 2 hours after I finish writing up my experiences for the IAIDQ Q2 Newsletter then I find myself on the phone to a nice guy from Dell who is asking me about my DVD drive issues (phone call at 15:25 today approx).

    I had a feeling of dé ja vú, partly because I spoke to the same guy (or a sound-alike colleague) last Tuesday about that issue and agreed that it was resolved to my satisfaction. On Tuesday I tried to get a word in about my ongoing graphics card issue but was politely told to ‘send a email’.

    Today however I was transferred to the supervisor, whose name I took to be Samuel. Nice guy. very focussed on finding out my issues. He went into some detail explaining how ATI graphics cards take additional memory from the main system RAM as required so while it might be 128MB it can take extra from the system… then he realised I’d ordered 256MB dedicated video RAM and he became even more helpful and looked into it further.

    45 seconds later he came back to me to confirm that Customer Service had sent me a 128MB graphics card in error and that he would follow up and take care of it and would call me back on Monday.

    Now… what could be the root cause for someone in a call centre selecting the wrong thing from a list? Could it be that the systems and processes that exist for Dell service are not supportive of the staff’s best efforts to do their job right? If the system relies on a pick list or an alphabetic search then it is possible that this is a source of error in the process.

    All I know is that I have yet to talk to a Customer Service rep in Dell who sounds like they have a lot of pride in their work anymore. Samuel was the exception in recent times. Lucy (the tech support person I dealt with on day 1 about my DVD issues) was bright and perky but as a former call centre jockey myself I could sense an underlying tone of “we’ve been dropped in it again, why do I bother”.

    My experience is that Dell Customer service staff are all nice people who are trying to do the best job they can under pressure. I’ve been there myself as a call centre agent and supervisor – I know how it feels when the sytems don’t work, the data is wrong and the customer is furious at you – the representative of the behemoth. It is not a nice place to be in and it makes it hard to take pride in your work and be proud of who you work for. As a result, when you do spot the easy idea to help make things better you think “why should I bother? management don’t”

    My experience of errors and cockups from Dell suggests that the systems and processes that these people have to support them are letting them down. Poor quality processes, poor quality information and an increasing worry about the bottom line and profitability all weighs heavily on morale and pride. More importantly it drains money out of the organisation.

    I look forward to Monday. I may be naive but I am putting my trust in Samuel to follow through on his promise to sort this problem out. He sounded a bit shocked when he came back after looking at my customer service history. If they get it right this time then I might refrain from putting all of this into a conference presentation on the costs and impacts of poor Information Quality.

    Then again, maybe not. I could fill 3 hours at this stage.

    Current estimated cost of rework to deliver the laptop I ordered (ignoring warranty replacement of a defective dvd drive) is approx 44% of the purchase price of the laptop. No wonder margins are slipping in Dell.

  • First Post Anniversary… Electoral Register Processes Still Broken

    The DobBlog is 1 year old today.

    What have we achieved? Well, about 50,000 words on the state of the Irish Electoral Register, syndicated publication of an article based on those words in two International newsletters for IT/Business Intelligence professionals and a wordpress template I’m finally not unhappy with.

    The electoral register is still buggered (that’s a technical term). The scrap and rework (as predicted) was inconsistent and hasn’t fixed the underlying problems. As soon as the clean up stopped, the register has begun to drift to inaccuracy again.

    The Government continues to be cavalier about the issues involved in our electoral system… a number of constituencies will be under represented in the next Dail because of the failure of the Government to react to the population changes in the Census. That’s assuming the election can go ahead given the Constitutional challenge that has commenced.

    The understanding of the importance of good quality information and well designed processes to gather and use that information has grown however amongst a small (and growing) group of occasional visitors to the blog.

    Hopefully the next 12 months will bring enlightenment to Government on some of the issues I’ve blogged about this year and perhaps they will seek out good practices. Hopefully as well we will see some critical commentary in the media on these types of issue. I lost count of the number of pieces I submitted to Irish media during the year. My hit rate outside of Ireland this year is 2 for 2… domestically it is 0 for lots more.

  • Dell Hell

    Right… just when I thought it was safe to go back in the water….

    Regular readers of the DoBlog will know that I recently bought a world of pain and torment a laptop from Dell.

    The very first problem I had was with the graphics card – it was not what I had ordered. After a litany of screw-ups Dell eventually got me, a technician and a replacement graphics card in the same point in space.

    I thought that battle was over.

    Stone me but I was wrong. While doing some diagnostics this morning after replacing the defective DVD Drive I noticed that the base score in Windows Vista hadn’t changed since the new graphics card was installed. So I took a look at the bios and saw that the ‘new’ graphics card was a 128MB model x1400 ATI Radeon Mobility… exactly what the technician took away with him when he replaced the original erroneous part. I was… I’d like to say shocked but the feeling was more like the dismay a parent feels when their child brings home an F in fingerpainting.

    I have discussed the issue with my Samoan Attorney and he advises me that

    1. I should have listened to him and bought a Mac. (But he’s a lawyer so not to be trusted) 😉
    2. I should gather my emails, my original order specification and all my blog posts and put them in a registered letter to the head of Dell in Ireland. (there goes my weekend)
    3. I should tag all of my posts here with “Dell Hell” as there are pixie minions in Dell watching for these things and ready to leap in to action to put things right

    That’s a bit like shutting the door when the horse has bolted (hang on, where have I used that phrase recently?)

    Surely the appropriate response is not to firefight (which is what this team appear to be about) but to prevent the occurence of the problems in the first place? At this point, any profit margin Dell had (including the cost of the finance package I used to fund the purchase of a laptop of a given specification) has evaporated. Putting additional cost into the supply chain by employing people to inspect the defects out does not make sustainable sense.

    My recommendations for Dell, based on my experience:

    1. Imrpove your processes. They are deficient. If a product can ship that does not meet the ordered specficiation then there is a weakness in your processes
    2. Break down barriers between areas so that your actual root causes can be addressed
    3. Improve the quality of your information. Everything I have experienced has been due to poor quality information within the supply chain, from the incorrect card being shipped, to a desktop card being shipped to replace that, to the incorrect replacement card being shipped. There were attributes of all of those things (number of MB of RAM, type of card vs type of machine it would go into etc.) that could have prevented me having any problem but at the very least would have triggered a different flow of events and a different outcome for me the customer.
    4. Create a constancy of purpose about improving quality and building quality in from the point of order capture (where the defects might first arise) through to the manufacturing process and onwards to the customer service processes (which can’t seem to operate with the fact that a person may be located at more than one address, particularly if they have a laptop)

    The courier who delivered my replacement DVD drive today told me that he dreads doing deliveries for Dell as there is always a very high chance there will be some information wrong on the delivery notes. For example he had some packages for delivery in a rural part of my area (non-unique addresses) so he required a telephone number. The phone numbers had been mis-transcribed and as a result were not numbers in the area he was delivering to. Some of them were office numbers of the people in question – who had requested delivery to an alternate address.

    For any Dell person who might happen upon this post, here is a link to the rest of my posts on this.

    Another question raises its head now that I have a broken and unusable DVD drive that needs to be disposed of, that of the WEEE regulations. Dell have provided me with no means of returning the faulty component (nor did they do so for the graphics card that was taken out originally). As these components can contain hazardous material they fall under the remit of the WEEE regulations and, according to my Samoan Attorney, Dell should provide me with a means of returning said components to them for disposal (or for reuse in other machines in the case of the non-faulty but just incorrect graphics card).

    Despite repeated requests to Dell support by email no-one has given me any information. Indeed, the email from Dell re: the DVD-Rom specifically told me that “you do not have to return the old drive to Dell”. Sounds like a potential breach of EU law there…

  • Oh Dell (the return)

    The DVD drive on my Dell laptop failed (again) over the weekend so I requested a replacement as per their warranty.

    The technician requested my address and an alternate delivery address and also asked for details of my availablility over the 48hr period from Tuesday.

    I provided my home address (Wexford) and the address of the office building I work in in Dublin. I also SPECIFICALLY stated that I would not be available to accept deliveries at the Wexford address until Friday and that if the drive was being delivered on Thursday it should be delivered to my office.

    Guess where it went to.

    Courier will deliver it again tomorrow (Friday). From my conversation with him on the phone it seems that this is a regular occurence in Dell.

    They had a perfectly sound process to gather information to meet the expectation of their customer. However somewhere along the line they managed to screw it up and ignore important pieces of information.

    Why waste my time asking for an alternate delivery address and details of my availability when they will be ignored?

    Dell…. oh dear.

  • Electoral Constituencies

    There is a bit of a bru-hahah brewing over yonder at McGarr Solicitors. It appears that their offices are acting for Finian McGrath and Catherine Murphy in their challenge to the Constitutionality of the forthcoming (but still to be announced) General Election.

    What baffles me is that in September of last year there was strong indication in the preliminary census figures that this issue might arise. That’s nearly 8 months ago. As someone who managed projects for a living I’d LOVE to have a 8 month heads up that there might be a problem with a key project I was responsible for (I’m sure m’learned colleagues over at McGarr’s will advise us with whom the buck stops for running elections in this State).

    While I accept that there may have been legal impediments to actually implementing changes on foot of the preliminary census figures I would be interested to know what prevented some form of ‘exploratory’ review to develop a contingency plan should the final figures bear out the preliminary results (which on the whole they seem to have). This would have put the Minister in the position of being able, a la Blue Peter, to present ‘one he prepared earlier’ in terms of a plan and a series of recommendations which would require updating and a lesser degree of tweaking to reflect the final census figures. I invite the team in McGarr Solicitors to comment here to advise on what the likely legal obstacles might have been to a contingency planning committee being established to look at the risk raised by the preliminary census figures and devise a set of recommendations.

    The current proposal to amend boundaries etc. after the election approximates to locking the stable door after the horse has bolted, particularly in light of the current legal challenge.

  • DoBlog is 1 year old this month

    Last night I was doing some housekeeping on the site and I noticed that the year-ometer on the DoBlog is about to turn over. The first post on www.obriend.com (as it was then) was on 18th April 2006. It was about the Electoral Register.

    With an Election looming in the next few weeks it is worth revisiting where we are on that particular issue.

    • The Electoral Register issues are still not resolved
    • There does not appear to have been any substantive analysis of the actual root causes (apart from some work I did off my own bat as a concerned citizen)
    • The work that was done to ‘correct’ the Register was managed inconsistently between Local Authority areas, which means that we may not have improve the accuracy all that much.
    • That work was completed a while ago… the Register will have degraded in quality again since
    • It seems that entire housing estates (even in the Minister’s own constituency) may have been dropped off the Register

    Over on McGarr Solicitors site I paraphrased Paul Simon to describe the state of the Register -“Still broken after all these years”. It is. The scrap and rework was botched and it wasn’t even the right thing to do.

    With most elections or polls in Ireland now being decided by the narrowest of margins it is more important than ever that everyone of us who can vote in the forthcoming General Election does vote. It was once said that in a democracy you don’t always get the government you want, you get the government you deserve.

    So vote. Vote diligently.

  • Interesting post on Tuppenceworth

    There’s an interesting post on Tuppenceworth from Fergal reviewing “Inside the Emerald City”, which is an expose of the shenanigans in the Green Zone in Iraq. I like the term “Green Zone”. It reminds me of of the recorded PA you often hear in US airports:

    “The White Zone is for loading and unloading.”

    I wonder what the PA would be for the Green Zone?

    “The Green Zone is for hiding under you bed and praying they don’t come for you”

    But I digress… Fergal points out that much of the book is an expose of how the American Management Consulting ‘culture’ which has been exported to Iraq has contributed to the rolling disaster there. W.Edwards Deming described American management thinking as the most dangerous thing that America could export. It wasn’t until the Japanese took Deming seriously and started making inroads into automotive market share that Deming (and other manufacturing quality gurus) were taken seriously in the US… and even then the biggest problem with making quality management and quality improvement stick has been a failure to have a clear constancy of purpose…

    … for example, General Motors was one of the first US car makers to take quality of manufacturing seriously. Jack Welch famously told his staff that if they didn’t crack that challenge they’d all be out of work. Fast forward to 2007… GM is closing factories in the US while Toyota (whose CEO last year said that quality was his number one problem for the coming year) have opened four new plants.

    But again I digress…

    CelticTigger (who is that masked man?) has commented on the post – from the sounds of it he (or she) has been in the trenches with management consultants. Poor soul.

  • A book review

    Occasionally I find time to read a good book. Unfortunately I don’t often know it is a good book until I’ve started reading it, at which time I’ve invested the effort in opening the book and ignoring the phone that I plough on regardless.

    Three books that I read recently that gave me more than I needed to put into them are The Long Tail and Freakonomics, and finally Malcom Gladwell’s The Tipping Point. I thought I’d do a quick review of both here (and see if anyone might buy them – click on the images to go to Amazon.co.uk).

    The Long Tail
    The Long TailThis is a really cool book. The basic premise is that you can make money in the margins through the wonderous world of the Interweb thing which has removed traditional economic barriers to sales success (location, inventory storage etc etc). Apart from the thinking involved, which is explained very clearly, one of the biggest boons to me was the links and pointers to useful on-line services that I can use to support a professional Association I’m involved with (the IAIDQ) which has a need to develop merchandising and other ‘products’ and have them shipped world wide while avoiding the cost and hassle of a product inventory in some volunteers garage in Boston while we need the T-shirts (or whatever) at a conference in London.

    Amazon is an example of a good ‘Long tail’ success. Through its business model it derives a sizeable chunk of its sales and profits from the margins of its business – the niche interest books, cds and stuff. Amazon’s model has been to push that model into other markets other than books.

    This book made me think about how I can make my web-presence work for me. It also made me think about how to develop a few ideas I have in an on-line context as well as providing me with immediately actionable ideas about how to use the long tail industries to help promote the IAIDQ.

    Buy this book on Amazon by clicking on the picture above.

    Freakonomics
    Freakonomics pictureWhere the Long Tail examines the infinite applicability of Pareto efficiency (read the book and that will make sense) Freakonmics examines the way in which we often assign root cause to things with out a sound evidentiary base. From why crime rates didn’t explode in the US in the 1990s to why drug dealers live at home, this book is a thought provoking romp through the fallacies of “conventional wisdom”. I like it because it shows the value of speaking with data – having actual statistics to back up your arguments as well as the impacts of jumping to conclusions about the real causes of any effect.

    Well written and thought provoking, Freaknomics is a definite must buy for those of us looking at information in our daily jobs and trying to make sense of it all.

    The Tipping Point
    The Tipping PointAll of life is an accumulation of little things and eventually one little thing causes a situation to change dramatically. Be it the sudden popularity of a brand of shoe or the jump from a minor outbreak to a disease epidemic, everything comes down to a single tipping point. Read in conjunction with Freakonomics and The Long Tail, this book gives rounds out the macro implications of micro things – be they the small unit sales of niche books on Amazon (which add up to big money volumes simply because Amazon never runs out of room) or the impacts of seemingly unrelated issues on a chain of events (such as Roe vs Wade and the crime wave that never happened in Freakonomics).

    Well written and thought provoking it makes one consider how the minor things you do (or don’t do) can have a snowballing effect.

    Summary
    Each of these books on their own has strengths and weaknesses (see the reviews on Amazon for some of those). However combining them together a cohesive view can be formed. We are living in interesting times where the ability of ‘the little guy’ to have an impact either through blogs and social networking etc as they feed a snowball effect of lots of little events in The Long Tail that reach a tipping point.

    My advice – read all three.

  • Scrap & Rework Article

    Many moons ago I posted a piece on this blog about Information Quality Scrap and Rework in the Irish Electoral Register. This article was submitted to a number of Irish newspapers at the time (when it was very topical) and was referenced at length by tuppenceworth and others.

    Earlier this year I was invited to write for Larry English’s column in DM Review magazine, an international trade magazine for Information Management and Business Intelligence. It appeared in the on-line ‘extended edition’ of the magazine. Here is the link to this month’s DM Review… I’m on page 5 (I’m credited as a contributor but the content appeared here first, and was picked up by B-Eye-Network last year also. For real afficianados of Irish Electoral Register issues, here’s a link to the paper I wrote on the issue back in the dim and distant past.

    Thanks to Larry and his staff for helping with a minor re-write to make the article more ‘American-friendly’. (Larry’s profile that I’ve linked to above is from the IAIDQ website – www.iaidq.org)

  • Oh D(H)ell… a slight reprise

    got this email from Dell yesterday

    Dear Valued Customer,

    Thank you for contacting Dell Customer Care on 27/03/2007 with a question or need for Dell. We appreciate the opportunity to assist you and are interested in your feedback concerning our performance.

    Dell has asked TNS Prognostics, a customer satisfaction research company in the IT industry, to help us conduct a survey regarding your experience. To help ensure we are providing expert assistance, please provide your feedback in this brief survey. This survey should take approximately 5 – 7 minutes to complete.

    To complete the survey, please click on the Web address below. If that does not work, copy and paste the entire Web address into the address field of your browser.

    https://dell.prognostics.com/s.asp?ID=F3FA3D808C094F2EB997744E7861C2C5

    If you are an AOL user, please click on the following link:

    {Link to AOL version of survey removed by me}

    NOTE: Some e-mail programs may split the above URL onto two lines. If you are prompted for a PIN, please cut and paste the following into provided space:
    {pin for survey removed by me}

    We look forward to your feedback.

    Yours sincerely,

    Dell Support Team

    All fine and dandy except that I didn’t contact them on the 27th of March. On the 27th of March I had the visit from their techie who installed my graphics card and then getting an update call from tech support about my DVD drive issues (which I’d fixed myself).

    Needless to say I’ll be scoring them quite low on the quality of their products. I pity Lucy (my erstwhile Tech support maven) and her colleagues who seem to be left as much at sixes and sevens as customers.

    All I’ve previously posted still stands. And I will be filling out the survey… oh yes… I will.