Archive for July, 2003

ManagementSpeak, 7/28/2003

Monday, July 28th, 2003
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ManagementSpeak: The customer’s always right. Translation: You are always wrong. KJR club member Richard Adams is, of course, right.

How good service pays off

Monday, July 28th, 2003
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When Communications Systems reported to me, we divided our data business into four areas: Networking equipment, servers, desktop equipment, and desktop support. Our first two server vendors just didn’t work out — when asked why they delivered a server with no cable to connect the disk drive and controller, the sales rep from the first […]

ManagementSpeak, 7/21/2003

Monday, July 21st, 2003
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ManagementSpeak: Our company philosophy is to continually “Exceed Customers’ Expectations.” Translation: Our company philosophy is to promise more than we can deliver and make up the difference with press releases. This week’s anonymous contributor certainly exceeded reader expectations, in contrast to the company in question, which lived down to those of its employees.

CEM yet again

Monday, July 21st, 2003
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Customer Elimination Management is easy. Sometimes, all it takes is a policy.

ManagementSpeak, 7/14/2003

Monday, July 14th, 2003
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ManagementSpeak: We’re homelanding this function. Translation: We’re bringing this business function back from India. We just realized that having this part of our infrastructure 12,500 miles away is risky. KJR club member Steve Sacco homelanded this translation for us.

Chicken Soup for Offshored Souls

Monday, July 14th, 2003
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Reader Paul Davis writes: “You’re right, it is all about the money. I used to be a die-hard conservative, but people like you and those making the ‘morally neutral’ decision have pushed me to the left, hard left … Since it is all about the money … raise taxes on offshoring firms by 50%.” Many […]

Great Quotations, 7/7/2003

Monday, July 7th, 2003
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“There are two kinds of music — the Blues and Zippity Do Da.” – Townes Van Zandt

The DMCA and You

Monday, July 7th, 2003
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And now, a few disparaging words about the Digital Millennium Copyright Act (DMCA) and especially the bills, passed by some states and under consideration in many more, to extend it — the so-called “DMCA 2” laws. Yes, I’m incorporating a political perspective into this column, as I did a couple of weeks ago in the […]

my photoBob Lewis is a senior management consultant with Dell Services. He has published these columns once a week in one form or another since 1996.

Disclaimer: All opinions, statements, representations, allegations, images (if published) and anything else that appears here is the sole responsibility of the author. Dell has and had nothing to do with it, other than saying it's okay to continue publishing KJR.

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