glenerrolrd
Workshop Member
Here we go again with the party line out of NJ about customer service . First lets establish some scale of operations (as I spent a full day walking thru the customer service fiasco that happened back in 2008 with the M8 ). Leica NJ service department had less than dozen technicians . The customers service department was three including the manager .
How many customer service orders would you guess they have . A few thousand at most my guess would be closer to 1000 . You could hire a few college kids from the local college and track those service orders on a MacBook . Those same temporary hires could communicate with customers thru emails . Its not any harder than that . What business would run without logging customer orders the day the repair item is received .
They are installing SAP and finally after almost 10 years of using it at Wetzler they have figured out how to roll it out to NJ . It takes a lot of effort to implement SAP even for a small operation like NJ . Typically it requires using temporary labor and incurring plenty of overtime .
The customer service problems in NJ are caused by both a lack of relevant experience and an unwillingness to spend even small sums to get the problem under control . Almost forgot and a complete absence of any performance information ..eg. Number of open orders , average days to complete,orders over 30,60,90 days in shop ....all things that could be done with an excel spreadsheet . :banghead:
So by all means start doing S repairs in NJ and see what happens to the business .
How many customer service orders would you guess they have . A few thousand at most my guess would be closer to 1000 . You could hire a few college kids from the local college and track those service orders on a MacBook . Those same temporary hires could communicate with customers thru emails . Its not any harder than that . What business would run without logging customer orders the day the repair item is received .
They are installing SAP and finally after almost 10 years of using it at Wetzler they have figured out how to roll it out to NJ . It takes a lot of effort to implement SAP even for a small operation like NJ . Typically it requires using temporary labor and incurring plenty of overtime .
The customer service problems in NJ are caused by both a lack of relevant experience and an unwillingness to spend even small sums to get the problem under control . Almost forgot and a complete absence of any performance information ..eg. Number of open orders , average days to complete,orders over 30,60,90 days in shop ....all things that could be done with an excel spreadsheet . :banghead:
So by all means start doing S repairs in NJ and see what happens to the business .