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pdq67 wrote: Isn't this what both, "ISO 9000 and ISO 14000", was supposed to do?
I think that until both of them came along, you couldn't ship whole factories to 3rd world countries and then make them work...
You had to have it documented how to do something and then make sure management knew how to do it!! These two have pretty-much decimated us as a manufacturing country, them and cheaper 3rd world LABOR!!
That certainly brings back memories.
Mid 1980s, worked for the government telco before and during it's sell off to the bean counters.
I became a sort of "specialist" in a certain product, several actually which I did the board repairs on and also gave tech support to the field staff.
Being a specialist means learning more and more about less and less, up to the point where you become completely useless knowing everything about nothing because the product is obsolete.
Anyway I was the "help desk" before the term had been invented. I had all the manuals, knew how to find things, knew the programming and how to make all the features work and knew what faults there were and what there wasn't.
Then the bean counters, probably about 1990 decided to have some new call centre with all the info on computer? Probably answered by a teenager out of school.
At the same time they opened a national repair centre in order to remove local knowledge.
The field techs were told to ring the help desk instead.........but they didn't.
That was all about ISO 9000 accreditation too.