On Thu, Aug 12, 2010 at 7:55 PM, Dan Kwach <dan.kwach@kdn.co.ke> wrote:
Hi Brainiac,
Not denying you the right to air your grievances in any way but wouldn't it have been a more objective approach to raise such an issue in such an elaborate way with the provider - KDN prior to raising it in an open forum whilst still targeting the very entity?
@Dan, KDN is not as responsive to customer needs as you'd want to think. Maybe internally the techies have created an illusion that they do, but on the ground we are quite frustrated and this forum then becomes a better avenue to share out the frustrations - with the hope that KDN will change. Apparently KDN has put in place a nice bureaucratic escalation procedure, which they want people to follow. It's quite useless to put up such bureaucracy in service delivery. Another thing I find funny (and I have talked about this before) KDN uses Mailman for certain aspects of client communications. When things get tough, they CC the client and this Mailman system. When the client responds by "reply to all" the mailman (obviously) rejects the response from the client. I once offered to setup Request Tracket <http://bestpractical.com/rt> for KDN but no one took the offer. IMHO, you guys just need a properly configured RT[0] to manage client issues. I also think KDN has enough money to pay for commercial setup/support for RT from http://bestpractical.com. This way, you'll eliminate the need for Mailman and the bureaucratic escalation procedure as RT will make the whole process transparent to customers and everyone in the organization who is concerned with such processes. [0] http://bestpractical.com/rt - There are even commercial apps for doing the same, but RT is FREE if you can setup and program it. -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ "If you have nothing good to say about someone, just shut up!." -- Lucky Dube