ERP Alternatives - Why does 1 - 6 matter? (Long Post)

Of course they actually have to get to the call and close it for you to get. ***** sorry had to say it.
--- In vantage@yahoogroups.com, "adam.whipp" <adam.whipp@...> wrote:
>
> Yeah that blew me away one time too. I was a little peeved after a call one time and I rated with 2-4 score on most categories, the tech e-mailed be back in 10 minutes to apologize for his poor performance. I actually then felt kind of bad.
>
> --- In vantage@yahoogroups.com, Joe Rojas <jrojas@> wrote:
> >
> > That blew me away. I gave a poor rating one time and the actual tech was on the phone in 5 minutes. I could not believe that the tech gets to see the rating instantly.
> >
> >
> >
> > From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of Butler, Bruce
> > Sent: Thursday, August 12, 2010 1:32 PM
> > To: vantage@yahoogroups.com
> > Subject: RE: [Vantage] RE: ERP Alternatives - Why does 1 - 6 matter? (Long Post)
> >
> >
> >
> >
> >
> > Interesting, I get one on virtually every call. I was told by the maintenance renewal team that these are scrutinized and reviewed quite often. They are also a reflection of the technician's performance ratings internally. I know this because I have received a call back from a technician who thought 5 was a poor score, and was going to negatively impact them.
> >
> > From: vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com> [mailto:vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com> ] On Behalf Of robertb_versa@ <mailto:robertb_versa%40yahoo.com>
> > Sent: Thursday, August 12, 2010 10:15 AM
> > To: vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com>
> > Subject: Re: [Vantage] RE: ERP Alternatives - Why does 1 - 6 matter? (Long Post)
> >
> > Might be nice to actually get a questionaire. Haven't seen one yet. (I don't believe they really care... Just a way to publish/quote manipulated stats).
> >
> > --- Original Message ---
> > From:"Butler, Bruce" <bbutler@ <mailto:bbutler%40sawing.com> <mailto:bbutler%40sawing.com> >
> > Sent:Thu 8/12/10 8:58 am
> > To:<vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com> <mailto:vantage%40yahoogroups.com> >
> > Subj:[Vantage] RE: ERP Alternatives - Why does 1 - 6 matter? (Long Post)
> >
> > In reading ERP alternative discussion, I thought it important to bring
> > up the #1 feedback mechanism Epicor has. The customer questionnaire
> > sent after a call provides Epicor with a succinct record of their
> > customer performance overall. More importantly it gives you a place to
> > give honest feedback. The problem is the rating scale of 1 - 10 is
> > ambiguous. I would bet most of us relate the 1 - 10 scale to our
> > education system where 70% (or 7) is barely passing and 100% (or 10) is
> > outstanding. Unless someone is really angry with the result, 1 - 6
> > probably don't matter.
> >
> > Based on an article in Information Week June 2010
> > <http://www.informationweek.com/news/global-cio/interviews/showArticle.j
> > html?articleID=225300305> , I have modified my interpretation of the
> > scale and have been monitoring call performance on my own. Basically,
> > the article discusses outcomes as either being:
> >
> > -1: Did not meet my expectations
> >
> > 0: Met my expectations
> >
> > +1: Exceeded my expectations
> >
> > I have modified this to Epicor's 10 point scale to mean:
> >
> > 1: Did not meet my expectations
> >
> > 5: Met my expectations
> >
> > 10: Exceeded my expectations.
> >
> > This gets rid of the ambiguity: Well they did a little more than met my
> > expectations, but was not super outstanding therefore I give them
> > somewhere between a 6 and a 9. It is not as bad as a 7,and not as good
> > as a 9, so I guess it is an 8. Using the modified 1s & 0s system, I
> > would say they exceeded my expectations, I give a 10.
> >
> > Now when the talk of maintenance renewal comes up, I can speak
> > intelligently and objectively about exactly how Epicor is performing
> > with management & Epicor.
> >
> > Admittedly I did find ways of introducing complexity into my rating
> > system by weighting different dimensions: Timely (40%), Technician
> > (10%), and Result (50%) so a call could get a -1, 0, 0 in each category
> > and average a -.13 for total call performance. From Epicor's
> > perspective, seeing all 5s from me means they are doing their job.
> >
> > Thought I'd share.
> >
> > [Non-text portions of this message have been removed]
> >
> > [Non-text portions of this message have been removed]
> >
> >
> >
> >
> > [Non-text portions of this message have been removed]
> >
>
In reading ERP alternative discussion, I thought it important to bring
up the #1 feedback mechanism Epicor has. The customer questionnaire
sent after a call provides Epicor with a succinct record of their
customer performance overall. More importantly it gives you a place to
give honest feedback. The problem is the rating scale of 1 - 10 is
ambiguous. I would bet most of us relate the 1 - 10 scale to our
education system where 70% (or 7) is barely passing and 100% (or 10) is
outstanding. Unless someone is really angry with the result, 1 - 6
probably don't matter.



Based on an article in Information Week June 2010
<http://www.informationweek.com/news/global-cio/interviews/showArticle.j
html?articleID=225300305> , I have modified my interpretation of the
scale and have been monitoring call performance on my own. Basically,
the article discusses outcomes as either being:



-1: Did not meet my expectations

0: Met my expectations

+1: Exceeded my expectations



I have modified this to Epicor's 10 point scale to mean:



1: Did not meet my expectations

5: Met my expectations

10: Exceeded my expectations.



This gets rid of the ambiguity: Well they did a little more than met my
expectations, but was not super outstanding therefore I give them
somewhere between a 6 and a 9. It is not as bad as a 7,and not as good
as a 9, so I guess it is an 8. Using the modified 1s & 0s system, I
would say they exceeded my expectations, I give a 10.



Now when the talk of maintenance renewal comes up, I can speak
intelligently and objectively about exactly how Epicor is performing
with management & Epicor.



Admittedly I did find ways of introducing complexity into my rating
system by weighting different dimensions: Timely (40%), Technician
(10%), and Result (50%) so a call could get a -1, 0, 0 in each category
and average a -.13 for total call performance. From Epicor's
perspective, seeing all 5s from me means they are doing their job.



Thought I'd share.



[Non-text portions of this message have been removed]
Hi Bruce,



Thanks for your post. I also enjoyed reading the article.

Have you confirmed with Epicor if a 5 is interpreted internally as you mean it to be?

I'd image that their goal is 10's across the board and that 5 would be seen as mediocre.





From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of Butler, Bruce
Sent: Thursday, August 12, 2010 8:59 AM
To: vantage@yahoogroups.com
Subject: [Vantage] RE: ERP Alternatives - Why does 1 - 6 matter? (Long Post)





In reading ERP alternative discussion, I thought it important to bring
up the #1 feedback mechanism Epicor has. The customer questionnaire
sent after a call provides Epicor with a succinct record of their
customer performance overall. More importantly it gives you a place to
give honest feedback. The problem is the rating scale of 1 - 10 is
ambiguous. I would bet most of us relate the 1 - 10 scale to our
education system where 70% (or 7) is barely passing and 100% (or 10) is
outstanding. Unless someone is really angry with the result, 1 - 6
probably don't matter.

Based on an article in Information Week June 2010
<http://www.informationweek.com/news/global-cio/interviews/showArticle.j
html?articleID=225300305> , I have modified my interpretation of the
scale and have been monitoring call performance on my own. Basically,
the article discusses outcomes as either being:

-1: Did not meet my expectations

0: Met my expectations

+1: Exceeded my expectations

I have modified this to Epicor's 10 point scale to mean:

1: Did not meet my expectations

5: Met my expectations

10: Exceeded my expectations.

This gets rid of the ambiguity: Well they did a little more than met my
expectations, but was not super outstanding therefore I give them
somewhere between a 6 and a 9. It is not as bad as a 7,and not as good
as a 9, so I guess it is an 8. Using the modified 1s & 0s system, I
would say they exceeded my expectations, I give a 10.

Now when the talk of maintenance renewal comes up, I can speak
intelligently and objectively about exactly how Epicor is performing
with management & Epicor.

Admittedly I did find ways of introducing complexity into my rating
system by weighting different dimensions: Timely (40%), Technician
(10%), and Result (50%) so a call could get a -1, 0, 0 in each category
and average a -.13 for total call performance. From Epicor's
perspective, seeing all 5s from me means they are doing their job.

Thought I'd share.

[Non-text portions of this message have been removed]












Joe Rojas | Director of Information Technology | Mats Inc
dir: 781-573-0291 | cell: 781-408-1264 | fax: 781-341-5694
jrojas@... | www.matsinc.com Ask us about our clean, green and beautiful matting and flooring


This message is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company.


[Non-text portions of this message have been removed]
Might be nice to actually get a questionaire. Haven't seen one yet. (I don't believe they really care... Just a way to publish/quote manipulated stats).

--- Original Message ---
From:"Butler, Bruce" <bbutler@...>
Sent:Thu 8/12/10 8:58 am
To:<vantage@yahoogroups.com>
Subj:[Vantage] RE: ERP Alternatives - Why does 1 - 6 matter? (Long Post)

In reading ERP alternative discussion, I thought it important to bring
up the #1 feedback mechanism Epicor has. The customer questionnaire
sent after a call provides Epicor with a succinct record of their
customer performance overall. More importantly it gives you a place to
give honest feedback. The problem is the rating scale of 1 - 10 is
ambiguous. I would bet most of us relate the 1 - 10 scale to our
education system where 70% (or 7) is barely passing and 100% (or 10) is
outstanding. Unless someone is really angry with the result, 1 - 6
probably don't matter.



Based on an article in Information Week June 2010
<http://www.informationweek.com/news/global-cio/interviews/showArticle.j
html?articleID=225300305> , I have modified my interpretation of the
scale and have been monitoring call performance on my own. Basically,
the article discusses outcomes as either being:



-1: Did not meet my expectations

0: Met my expectations

+1: Exceeded my expectations



I have modified this to Epicor's 10 point scale to mean:



1: Did not meet my expectations

5: Met my expectations

10: Exceeded my expectations.



This gets rid of the ambiguity: Well they did a little more than met my
expectations, but was not super outstanding therefore I give them
somewhere between a 6 and a 9. It is not as bad as a 7,and not as good
as a 9, so I guess it is an 8. Using the modified 1s & 0s system, I
would say they exceeded my expectations, I give a 10.



Now when the talk of maintenance renewal comes up, I can speak
intelligently and objectively about exactly how Epicor is performing
with management & Epicor.



Admittedly I did find ways of introducing complexity into my rating
system by weighting different dimensions: Timely (40%), Technician
(10%), and Result (50%) so a call could get a -1, 0, 0 in each category
and average a -.13 for total call performance. From Epicor's
perspective, seeing all 5s from me means they are doing their job.



Thought I'd share.



[Non-text portions of this message have been removed]
Interesting, I get one on virtually every call. I was told by the maintenance renewal team that these are scrutinized and reviewed quite often. They are also a reflection of the technician's performance ratings internally. I know this because I have received a call back from a technician who thought 5 was a poor score, and was going to negatively impact them.



From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of robertb_versa@...
Sent: Thursday, August 12, 2010 10:15 AM
To: vantage@yahoogroups.com
Subject: Re: [Vantage] RE: ERP Alternatives - Why does 1 - 6 matter? (Long Post)





Might be nice to actually get a questionaire. Haven't seen one yet. (I don't believe they really care... Just a way to publish/quote manipulated stats).

--- Original Message ---
From:"Butler, Bruce" <bbutler@... <mailto:bbutler%40sawing.com> >
Sent:Thu 8/12/10 8:58 am
To:<vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com> >
Subj:[Vantage] RE: ERP Alternatives - Why does 1 - 6 matter? (Long Post)

In reading ERP alternative discussion, I thought it important to bring
up the #1 feedback mechanism Epicor has. The customer questionnaire
sent after a call provides Epicor with a succinct record of their
customer performance overall. More importantly it gives you a place to
give honest feedback. The problem is the rating scale of 1 - 10 is
ambiguous. I would bet most of us relate the 1 - 10 scale to our
education system where 70% (or 7) is barely passing and 100% (or 10) is
outstanding. Unless someone is really angry with the result, 1 - 6
probably don't matter.

Based on an article in Information Week June 2010
<http://www.informationweek.com/news/global-cio/interviews/showArticle.j
html?articleID=225300305> , I have modified my interpretation of the
scale and have been monitoring call performance on my own. Basically,
the article discusses outcomes as either being:

-1: Did not meet my expectations

0: Met my expectations

+1: Exceeded my expectations

I have modified this to Epicor's 10 point scale to mean:

1: Did not meet my expectations

5: Met my expectations

10: Exceeded my expectations.

This gets rid of the ambiguity: Well they did a little more than met my
expectations, but was not super outstanding therefore I give them
somewhere between a 6 and a 9. It is not as bad as a 7,and not as good
as a 9, so I guess it is an 8. Using the modified 1s & 0s system, I
would say they exceeded my expectations, I give a 10.

Now when the talk of maintenance renewal comes up, I can speak
intelligently and objectively about exactly how Epicor is performing
with management & Epicor.

Admittedly I did find ways of introducing complexity into my rating
system by weighting different dimensions: Timely (40%), Technician
(10%), and Result (50%) so a call could get a -1, 0, 0 in each category
and average a -.13 for total call performance. From Epicor's
perspective, seeing all 5s from me means they are doing their job.

Thought I'd share.

[Non-text portions of this message have been removed]





[Non-text portions of this message have been removed]
That blew me away. I gave a poor rating one time and the actual tech was on the phone in 5 minutes. I could not believe that the tech gets to see the rating instantly.



From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of Butler, Bruce
Sent: Thursday, August 12, 2010 1:32 PM
To: vantage@yahoogroups.com
Subject: RE: [Vantage] RE: ERP Alternatives - Why does 1 - 6 matter? (Long Post)





Interesting, I get one on virtually every call. I was told by the maintenance renewal team that these are scrutinized and reviewed quite often. They are also a reflection of the technician's performance ratings internally. I know this because I have received a call back from a technician who thought 5 was a poor score, and was going to negatively impact them.

From: vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com> [mailto:vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com> ] On Behalf Of robertb_versa@... <mailto:robertb_versa%40yahoo.com>
Sent: Thursday, August 12, 2010 10:15 AM
To: vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com>
Subject: Re: [Vantage] RE: ERP Alternatives - Why does 1 - 6 matter? (Long Post)

Might be nice to actually get a questionaire. Haven't seen one yet. (I don't believe they really care... Just a way to publish/quote manipulated stats).

--- Original Message ---
From:"Butler, Bruce" <bbutler@... <mailto:bbutler%40sawing.com> <mailto:bbutler%40sawing.com> >
Sent:Thu 8/12/10 8:58 am
To:<vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com> <mailto:vantage%40yahoogroups.com> >
Subj:[Vantage] RE: ERP Alternatives - Why does 1 - 6 matter? (Long Post)

In reading ERP alternative discussion, I thought it important to bring
up the #1 feedback mechanism Epicor has. The customer questionnaire
sent after a call provides Epicor with a succinct record of their
customer performance overall. More importantly it gives you a place to
give honest feedback. The problem is the rating scale of 1 - 10 is
ambiguous. I would bet most of us relate the 1 - 10 scale to our
education system where 70% (or 7) is barely passing and 100% (or 10) is
outstanding. Unless someone is really angry with the result, 1 - 6
probably don't matter.

Based on an article in Information Week June 2010
<http://www.informationweek.com/news/global-cio/interviews/showArticle.j
html?articleID=225300305> , I have modified my interpretation of the
scale and have been monitoring call performance on my own. Basically,
the article discusses outcomes as either being:

-1: Did not meet my expectations

0: Met my expectations

+1: Exceeded my expectations

I have modified this to Epicor's 10 point scale to mean:

1: Did not meet my expectations

5: Met my expectations

10: Exceeded my expectations.

This gets rid of the ambiguity: Well they did a little more than met my
expectations, but was not super outstanding therefore I give them
somewhere between a 6 and a 9. It is not as bad as a 7,and not as good
as a 9, so I guess it is an 8. Using the modified 1s & 0s system, I
would say they exceeded my expectations, I give a 10.

Now when the talk of maintenance renewal comes up, I can speak
intelligently and objectively about exactly how Epicor is performing
with management & Epicor.

Admittedly I did find ways of introducing complexity into my rating
system by weighting different dimensions: Timely (40%), Technician
(10%), and Result (50%) so a call could get a -1, 0, 0 in each category
and average a -.13 for total call performance. From Epicor's
perspective, seeing all 5s from me means they are doing their job.

Thought I'd share.

[Non-text portions of this message have been removed]

[Non-text portions of this message have been removed]




[Non-text portions of this message have been removed]
Yeah that blew me away one time too. I was a little peeved after a call one time and I rated with 2-4 score on most categories, the tech e-mailed be back in 10 minutes to apologize for his poor performance. I actually then felt kind of bad.

--- In vantage@yahoogroups.com, Joe Rojas <jrojas@...> wrote:
>
> That blew me away. I gave a poor rating one time and the actual tech was on the phone in 5 minutes. I could not believe that the tech gets to see the rating instantly.
>
>
>
> From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com] On Behalf Of Butler, Bruce
> Sent: Thursday, August 12, 2010 1:32 PM
> To: vantage@yahoogroups.com
> Subject: RE: [Vantage] RE: ERP Alternatives - Why does 1 - 6 matter? (Long Post)
>
>
>
>
>
> Interesting, I get one on virtually every call. I was told by the maintenance renewal team that these are scrutinized and reviewed quite often. They are also a reflection of the technician's performance ratings internally. I know this because I have received a call back from a technician who thought 5 was a poor score, and was going to negatively impact them.
>
> From: vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com> [mailto:vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com> ] On Behalf Of robertb_versa@... <mailto:robertb_versa%40yahoo.com>
> Sent: Thursday, August 12, 2010 10:15 AM
> To: vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com>
> Subject: Re: [Vantage] RE: ERP Alternatives - Why does 1 - 6 matter? (Long Post)
>
> Might be nice to actually get a questionaire. Haven't seen one yet. (I don't believe they really care... Just a way to publish/quote manipulated stats).
>
> --- Original Message ---
> From:"Butler, Bruce" <bbutler@... <mailto:bbutler%40sawing.com> <mailto:bbutler%40sawing.com> >
> Sent:Thu 8/12/10 8:58 am
> To:<vantage@yahoogroups.com <mailto:vantage%40yahoogroups.com> <mailto:vantage%40yahoogroups.com> >
> Subj:[Vantage] RE: ERP Alternatives - Why does 1 - 6 matter? (Long Post)
>
> In reading ERP alternative discussion, I thought it important to bring
> up the #1 feedback mechanism Epicor has. The customer questionnaire
> sent after a call provides Epicor with a succinct record of their
> customer performance overall. More importantly it gives you a place to
> give honest feedback. The problem is the rating scale of 1 - 10 is
> ambiguous. I would bet most of us relate the 1 - 10 scale to our
> education system where 70% (or 7) is barely passing and 100% (or 10) is
> outstanding. Unless someone is really angry with the result, 1 - 6
> probably don't matter.
>
> Based on an article in Information Week June 2010
> <http://www.informationweek.com/news/global-cio/interviews/showArticle.j
> html?articleID=225300305> , I have modified my interpretation of the
> scale and have been monitoring call performance on my own. Basically,
> the article discusses outcomes as either being:
>
> -1: Did not meet my expectations
>
> 0: Met my expectations
>
> +1: Exceeded my expectations
>
> I have modified this to Epicor's 10 point scale to mean:
>
> 1: Did not meet my expectations
>
> 5: Met my expectations
>
> 10: Exceeded my expectations.
>
> This gets rid of the ambiguity: Well they did a little more than met my
> expectations, but was not super outstanding therefore I give them
> somewhere between a 6 and a 9. It is not as bad as a 7,and not as good
> as a 9, so I guess it is an 8. Using the modified 1s & 0s system, I
> would say they exceeded my expectations, I give a 10.
>
> Now when the talk of maintenance renewal comes up, I can speak
> intelligently and objectively about exactly how Epicor is performing
> with management & Epicor.
>
> Admittedly I did find ways of introducing complexity into my rating
> system by weighting different dimensions: Timely (40%), Technician
> (10%), and Result (50%) so a call could get a -1, 0, 0 in each category
> and average a -.13 for total call performance. From Epicor's
> perspective, seeing all 5s from me means they are doing their job.
>
> Thought I'd share.
>
> [Non-text portions of this message have been removed]
>
> [Non-text portions of this message have been removed]
>
>
>
>
> [Non-text portions of this message have been removed]
>