Re: SERVICE FOR ABD 373/377's
PhilliRO (PhilliRO@perkin-elmer.com)
Mon, 08 Mar 1999 14:09 -0500
I'm the Director of Service for North America for PE Biosystems. While I still
have some parts of me that aren't completely singed by this week's email thread
on our service quality :) I'd like to make some comments and requests. First of
all, I'm extremely concerned about the level of dissatisfaction being expressed
by everyone. This is contrary to what we strive for as an organization and it
is disturbing to see that we are falling short in so many areas. All of the
messages have been forwarded to the Regional Service Managers and they and/or
myself will be contacting those of you who put phone numbers or email addresses
in your message.
What I'm just as discouraged by is the feeling that this is what it takes to
"get our attention". While it certainly accomplishes that goal, it is not the
most effective or timely way to get a resolution to unsatisfactory delays or
poor quality in our service. Our rapid growth not only puts a strain on our
ability to hire and train service engineers, it also makes it more difficult for
the managers to know where problems are occurring. I realize that having a
problem in the first place is undesirable, and then asking you to contact us
about it is putting you out even more. Some problems are going to occur,
however, and our response to your concerns can be much more rapid and satisfying
when you let us know at the time the problem is occurring. We are very
receptive to feedback and are usually willing to do anything reasonable to
correct the situation. If you ever feel that this is not the case, I am always
available to contact directly, and I will make sure that we back that statement
up.
Over the next few months we are planning to put in place some more direct ways
to measure and monitor customer satisfaction. These will include some more
formal feedback channels such as regular surveys, follow-up calls after a
service visit, and some Web-based response mechanisms. I would like to solicit
ideas from all of you as to what and how to implement this so that it encourages
your response and makes it a valuable tool for us to improve our organization.
We are committed to being part of your success, not an impediment to it, and I'm
encouraging you to tell us how we can better do that.
Roger Phillips
Director of Service
PE Biosystems
850 Lincoln Center Drive
Foster City, CA 94404
650-638-6571 Phone
650-638-6664 Fax
philliro@pebio.com