Good to hear this from you. Wish I could have been involved in the discussion, but factors were not permitting. I would still like to see a discussion of the process with the general Remedy customer base and not limited to the people fortunate enough to attend BUW.
Axton Grams Carey Matthew Black wrote: > Axton, > > Before the meeting I shared your viewpoint of the "old RFE" process. > > It was made very clear during the meeting that the "change" that > happened on Jan 1 2006 to the RFE process was NOT communicated to the > customer base at that time. If we had been given the presentation in > February then I bet they would have had even more RFE's coming in > between the announcement and now. (Which might have made it a steeper > up hill climb to get all the processing in place.) Like resubmitting > older RFE's so that they can be evaluated instead of "waiting" until > the backlog is processed. :) > > It was also stated during the meeting that BMC is actively trying to > balance customer involvement with guarding against "unpolished > engineering notes reaching customers directly" (paraphrased). As > normal, techie people are not generally the best at say "I get it, but > no" in a way that most customers would appreciate. :) No one wants to > waste their time, and no one wants to cause any more ill will around > this process. It was also made clear that under some "responses" (like > the infamous "as designed") from the RFE process that the story is not > over. Rather such an RFE demands (from a customer service perspective) > a quote from an existing manual, or a KB article explaining the reason > why. Simply saying "No, you do not get it." is just not enough for the > money and time that customers are devoting to BMC. The general theme > during the meeting is that RFE's are a great oppertunity for BMC to > "partner" with their customers, and they have done a poor job of using > that resource to it's fullest today. (for various reasons) > > > However, I am personally confident that David Easter got the message > during the meeting and is now activly doing the best he can inside > BMC. However, BMC will need some time to make decisions and possibly > reallocate some minor resources to try to address the issues that were > raised. > > > After the meeting, I can say that am hopeful for all new RFE's that > are being submitted. And if even 10% of the suggested RFE enhancements > are implemented in the RFE process then the RFE future is very bright > indeed. > > > > David, > > I know I might be asking a bit much here, but can you comment on > when you might know if any, or which suggestions, might be > implemented? > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
