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  • eCentral

    Hello everyone out in GUA land...

    I need some help on a followup issue I have taken to heart...eCentral. I want to continue a discussion that was kicked off at the Executive Bullpen at the GUA about your feelings on eCentral.


    Do you feel that development has stalled on eCentral?
    • If we (as in the GUA) can convince Kodak to invest in improvements where would like to see the improvements made?

    • If we were unsuccessful at convincing them of the need, and eCentral disappeared, would this impact you? If so in what way? What features do you use the most?
    Please take come time to think about this and respond. I know the right Kodak folks are lurking in the shadows and want to hear your feeligns on this. I once felt eCentral was the shining star of Creo...that shine has since faded.

    Your thoughts are appreciated.


    Thomas R. Clifford, Jr.
    Graphic Users Association Past President
    _______________________________________
    | HC Miller | Director Digital Development |
    | Phone: 920-965-9722 | e-mail: tomc@hcmiller.com |
    | www.hcmiller.com | Mac 512 KE | Syquest 44 MB | Apple LaserWriter | HyperCard 2.4.1 |
    | Preps 5 | twitter.com/tommytrc |


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  • #2
    Re: eCentral

    Tom,

    I have mixed thoughts on this topic, mainly because I have been asking for some enhancements to eCentral for some years (~4), but to no avail so far.

    I'll answer your first question with another one......Do I think development has stalled?.......Well, has it ever progressed from the initial deployment model?.......

    From my perspective, further development of eCentral would be very beneficial, and a great tool for customers to use if a few (some minor) things were addressed.....
    • The speed of the server it publishes from
    • The accuracy of the software/hardware records
    • It's integration with other business systems (purchases, records, licenses etc)
    • The ability to output an "All Sites" report for multi-site customers (from the reports tab)
    • The Recording of the name of the person who logged the call
    • The Recording of the name of the person who agreed the call was resolved and could be closed
    • Standardising the manner in which the problems are described in the problem/description fields
    • From a reporting aspect, the ability to run a report on KPI's like these ones
      calls by operator
      number of software v's hardware issues
      remote fixes v's on-site attendance
      resolved v's open calls
      etc etc (Just basic service orientated KPI's)
    • All the above by the current metrics that are available
    • And finally, the actual data would be useful to get in an Excel friendly format, instead of just a pretty pie chart.


    I use eCentral to keep an eye on call progress for the sites, particularly where items don't seem to be getting resolved. Also for data (ammunition) in review sessions with the service managers, even though the data is hard to transform into anything resembling a KPI report.

    Resolving issues such as the ones menioned above would entice customers like me to use the system as the first port of call, and subsequently free up the resources in the care centres to focus on their core tasks.....

    There are process issues also which should not be forgotton, such as the technicians gaining agreement that something has been resolved, then logging on and closing the call on the system, or giving status updates on unresolved calls, etc etc.

    What's that old saying.........an information system is only as good as the data you put into it........

    Look forward to seeing some other views on it too.......

    And of course I am happy to discuss further if Kodak are interested.

    P.S. Congrats on your appointment as GUA president.
    GEON print & communication solutions
    181 Forster Road
    Mount Waverley
    Victoria 3149
    Australia

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