On Feb 14, 2013 12:58 PM, "Kasper Adel" wrote:
> We are a 2nd level of escalation in a service provider,
> trying to put a $ value on the support we give to
> our NOC and other implementation teams,
> when they email us about problems they face.
Hi Kasper,
Support is about customer retention. Yo
ll learn and benefit from the experience.
Dave
-Original Message-
From: Kasper Adel [mailto:karim.a...@gmail.com ]
Sent: Thursday, February 14, 2013 2:16 PM
To: Andrew Latham
Cc: NANOG list
Subject: Re: Quantifying the value of customer support
I used to think that these kind of situations take p
ers, everyone
> will learn and benefit from the experience.
>
> Dave
>
> -Original Message-
> From: Kasper Adel [mailto:karim.a...@gmail.com ]
> Sent: Thursday, February 14, 2013 2:16 PM
> To: Andrew Latham
> Cc: NANOG list
> Subject: Re: Quantifying the value of cus
16 PM
To: Andrew Latham
Cc: NANOG list
Subject: Re: Quantifying the value of customer support
I used to think that these kind of situations take place when a manager was
never an engineer so he does not understand how things work but i was surprised
when i faced these from managers with an in
On Feb 14, 2013, at 4:00 PM, Kasper Adel wrote:
> Hello,
>
> We are a 2nd level of escalation in a service provider, trying to put a $
> value on the support we give to our NOC and other implementation teams,
> when they email us about problems they face. But we are merely bits and
> bytes engine
X project would have cost this much and taken this much
longer.
Bottom line is what is the cost of NOT having you.
Steven Naslund
-Original Message-
From: Kasper Adel [mailto:karim.a...@gmail.com]
Sent: Thursday, February 14, 2013 2:52 PM
To: NANOG list
Subject: Quantifying the value of c
I used to think that these kind of situations take place when a manager was
never an engineer so he does not understand how things work but i was
surprised when i faced these from managers with an intense engineering
career so i gave up on trying to give conceptual excuses and want to just
give the
Hey,
So usually this is done by the business unit leaders. At AT&T people used to
call it "pushing the wastebasket". The idea is that each department runs as a
separate business and in order to evaluate the business you debit and credit
departments as if they were counterparties in a trade. Som
On Thu, Feb 14, 2013 at 3:52 PM, Kasper Adel wrote:
> Hello,
>
> We are a 2nd level of escalation in a service provider, trying to put a $
> value on the support we give to our NOC and other implementation teams,
> when they email us about problems they face. But we are merely bits and
> bytes eng
Hello,
We are a 2nd level of escalation in a service provider, trying to put a $
value on the support we give to our NOC and other implementation teams,
when they email us about problems they face. But we are merely bits and
bytes engineers that cant quantify and justify the value of what we do to
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