Interesting and telling article in the current issue (July 24, 2000) of FORTUNE discussing, among other things, Xerox's service technical database known as Eureka, used for sharing equipment problems with one another over a VPN on the internet. The author sees this as a highly productive tool which the Techs can use. Unfortunately, in the district I came from, there was no urgency to get this tool up and running. The number of customer sites that had modem access stood at the 50% level and dropping, with no effort by local management to come up with SOMETHING to convince the customers to provide phone line access to the Techs. The last paragraph of the FORTUNE article says it all: "That's where the urgent, energizing demands of leadership-lightning bolts-come in. Indeed, a shortage of lightning bolts is Xerox's problem: Among these bright people and good ideas, this nurturing environment and Six Sigma quality, where's the galvanic oomph to produce results? Without it, ideas won't travel far enough or fast enough."Hammer
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