Looking for something? Look here!
Want more unvarnished truth?
What you're saying...
What I'm saying now
I think tag clouds are pretty, and not to be taken overly seriously
##MoveWithGary #Home Inspection #MoveWithGary 111 Chop House 75 on Liberty Wharf 9/11 A Broth of a Boy ABCs Abiouness accountability activities alcohol Allora Ristorante Analysis Angry Hams ANSI/TIA 942 Anthony's Pier 4 Apple Application Armsby Abbey Arsenal Arturo's Ristorante Ashland AT&T Audio Automation baby Baby Monitor babysitting Back To School Bad News Bangkok Thai banks lending movewithgary Bar Bay State Common baystateparent BBQ BCP Bees BeeZers Before I die I want to... behavior Big Bang Bike Bill of Rights Bistro Black Box BlackBerry Boston Boston Marathon boundaries Boyston BPO brand Breakfast Bridge Bring Your Own Technology Budget Burlington Burn Burrito buyer BYOD Cabling Cambridge Camp Campaign career Casey's Diner Castle casual cCabling Cell Phone Central Square Change Management Cheers Chef Sun ChengDu Chet's Diner Children Chinese Christmas Christmas Families Holiday CIO Cloud coddle collage College College Acceptance co-lo Co-Location Co-Location Tier Power Cooling Comfort Food Control Country Country Kettle Crisis customer dad Dad Phrases damage daredevil Data Center Data Center Design Davios Day Care Dead Death declaration Del Frisco's Design Desktop Video dinner Disaster Recovery Divorce Do Epic Shit dodgeball downsizing Downtown Crossing DR driving Droid Easter Economic Kids Edaville Education Elbow Night Elevator Employee Engagement Erin Estate Planning Etiquette Evaluation events Exchange Expiration Dates Facebook Failing family Family Law Fatherhood Favorite things first time buyer Flash Flemings Fogo de Chão Food Hits and Misses Format Foundry on Elm Foxborough Frameworks fraternity Fraud French Fried Clams friends fun Fusion Generations germs Girl Scouts girls Global Go/No Go GPS Grafton Grandchild Grandpa Harry's hazing Healthcare Healthy Choices while Dining Out Help Desk Hisa Japanese Cuisine Historic holiday Home Home Inspection hope Horizons hose Hot Dog Hurricane IIT Assessment incident Indecision Indian Infrastructure Inn Innovation Insurance Internet Inventory Management iPhone IT IT Assessment IT Satisfaction Italian Jack Daniels Jakes Restaurant Janet Japanese Jazz Joey's Bar and Grill JP's Khatta Mitha kickball kids Laid off Lakes Region Lala Java Leadership Learning legacy Legal Legal Harborside Les Zygomates L'Espalier Liberty Wharf life transition lights out Linguine's loss Love Lucky's Cafe luxury luxury home M&M Macys Thanksgiving Day Parade mai tai Managed Application Services Managed Services managers Mandarin Manners Mark Fidrych marlborough marriage Mary Chung mass save Maxwell-Silverman Mediterranean meetings Memorial Day memory Mendon Mergers Mexican MiFi Migration Ming III miss MIT MIT CIO Symposium mmortgage Mobility Moes Hot Dog Truck MOM money mortgage Mother MoveWithGary Moving on Name nature neanderthal neighborhood Network new listing New York Marathon newborn Northborough Not Your Average Joe's Nuovo Nursing On-Call Operations Operators Oregon Club Organization Pancakes Pandemic Parental Control Parenting Patch Peeves People Perserverance UMASS growth Photography Play Plug and Run Predictable Pride Problem Process Production program Project Management propane PTA. PTO PUE QR Quick Response Rant re/max Real Estate Realtor Recognition Red Rock Resiliency Respect restaurant Restaurant Guy RFP ribs Ritual Root Cause Analysis rReal Estate Sam Adams Sandy Sapporo savings School Sea Dog Brewing Company Sea Dog Steak and Ale Seafood Seaport Security Sel de la Terra Service Service Desk Service Indicator Light sharing ShearTransformation SHIRO Shit Pump Shriners SHTF Simplification Skunk Works Skype Sleep sleepovers Sloan Smith & Wollensky soccer Son SOP sorority spanking Squarespace staffing staging Starbucks Status Reporting Steak Steve Jobs Storage Strategy stress Summer Sushi swimming Tacos Acalpulco teacher Technology Teen Telephony Temperature Strip Tenka terrorist Testing Texas BBQ Company Text Thai Thanksgiving in IT The Mooring Thomas Thought Leader Three Gorges III TIA 942 Timesheets Toby Keith Toddlers traditions Transition treehouse turnover TV Twitter unspoken moments Valentine's Day Value Vendor Venezuelan Verizon Vermont Video Vietnamese voice VoIP Watertown Wedding Westborough Korean Restaurant Westborough MA. StormCam WiFI Wi-Fi Wilbraham Wine Worcester work work life balance working Yama Zakura Zem Han Zitis

Entries in Telephony (1)


Doing the Right Thing

The new phone and voice mail systems were just being deployed. Everyone was thrilled…there were even posters up “Free Yourself from Telephone Tyranny” with a tie in to the July 4th implementation.
Everything was going smoothly until someone asked why the message waiting lights on the general purpose phones were not coming on.

When asked, the telecom manager replied, “We didn’t buy the circuit packs to light the (message waiting) lights except for the executive phones. On all other phones, you’ll have to listen for a stutter dial tone. We did this to save money.”

Quickly, the inconvenience for a couple thousand people was dollarized, and the message sent to those same people by the blissfully unaware hundred or so Executives (whose voice mail was rarely used as the administrative assistants answered all calls) was hypothesized. While saving capital dollars is always desirable, impacting many people daily over such a minute cost was shortsighted.

Within a week, the message waiting lamps were lit, with negligible project cost impact. When they wrote the history of the company, the message waiting light faux pax wasn’t even a footnote.

In this case, a willing vendor made the correction relatively simple albeit at a modest cost. Not all suppliers are as willing, and the costs could become relatively unreasonable.

Doing the right thing means sometimes sucking it up, acknowledging the issue, and correcting it. Be up front about it; don’t try to hide the error or omission.

It would be simpler to know about the tradeoffs before the orders are placed. How do you do that when some vendors’ orders are actually parts lists in some unintelligible logistics language? While suppliers may argue they have unbundled pricing allowing unique responses, often we find the pricing models are intended to obfuscate the actual costs and this can lead to functionality/pricing surprises later.

Insist on a line by line review with the supplier. It may be painful, and it is up to the vendor to make it intelligible. Like buying a car, sometimes options packages create opportunities (i.e. the wood grain steering wheel you like is included in the luxury package.)

You’ve received references from the vendor. Meet with the references and review your order (without sharing pricing.) Of course, vendors won’t give unhappy referrals. At the same time, these companies may have learned the hard way options to get or avoid.

Require a lab set up where you can use the systems in practice. In the example from this article, “testers” needed to understand the requirements and assure the solutions meet the needs (not simply that the system works…it needs to meet the need. Therefore, testers need to be willing to say something works and doesn’t meet the need.)

Ask your staff and the supplier what tradeoffs were made, and are there any glaring omissions. In every case, these articulations can be used to determine whether something ‘critical’ has gone missing.

Oftentimes technicians will try to “hit a budget number” rather than taking a step back and laying out the wisdom of expenditure. Budgets are put together months before the actual numbers for a project come in. And if suppliers gave you a “budgetary number,” rest assured there’s room to negotiate on scope as well as price! Doing the right thing means providing the right functionality at the lowest possible overall costs…even if that produces a budgetary impact.

It often comes back to having clarity around the assumptions and requirements. External firms can be brought to bear to help review requirements and identify shortcomings. This is often money well spent on major projects and initiatives.

George H. W. Bush put forward an idea in 1988, based on the phrase “a thousand points of light,” encouraging individual contribution to society. Lighting a thousand message waiting lamps may pale by comparison unless you are one of those impacted. Be bold and always do the right thing.