We're taking a bit of a breather while the world rearranges its underpants. Meanwhile, the other blog is here.

Friday, August 29, 2008

And at a crisis, notch a score

You do have to wonder some days...

I've just been checking the online support for our library management system. It's one of those that "invites" you to check out the resolutions of existing calls before logging one afresh, which lets me see this gem:

Log #1597
Please re-open log #1575. This problem is not resolved.

I wonder what percentage of problems logged on this system are really just people saying: "Don't close this call, this problem is not resolved?" And I wonder what's best: "95% of our logged problems are closed within a day" or "90% of our problems generate more than two complaints from customers."


librarylizzie said...

Week before last I had to review calls that had been open for more than a year.....My solution? Close 'em...we're upgrading them next month...problem is bound to be fixed.

Kevin Musgrove said...

You really have gone to the dark side!!!

Lavinia said...

How about this from our local councillor: "We promise email turnaround time of 6 days".


Kevin Musgrove said...

Lavinia: we all have to play that game these days. Unfortunately, there's no compulsion to respond in any useful fashion. Mind you, a lot of the time it's impossible to respond in any useful fashion without upsetting people by explaining the facts of life, economics and/or physics.