Monday September 03, 2007

A year has passed since the last Blog update..... Time flys when you have fun, I had not realised my last blog entry was so long ago. Since my last update, I have engaged with the IBIS project to integrate the SGRT method into our Call Handling system, as well as lead the sub-team helping to define the process and solve the issues related to call handling, from the point where the problem comes into the Technical Solution Centre's through to bug fixing.

As a result, I've been travelling much more than usual, spending time away from home and my family, and more time working with some new colleagues in the US, from Sun and Oracle. Working on the IBIS project has been fun, challenging and I've learned a great deal, all while trying to keep my Troubleshooting responsibilities active.

In September 2006, I was invited to speak at Kepner-Tregoe's client conference in Frankfurt, where I talked a little bit about the Adaptive Support Model and Sun's plans, in the audience were other Troubleshooting program leaders from IBM, Dell, Ericsson and others. What became clear was that we share similar issues, have seen similar results from our process improvement initiatives, and still have some problems we still need to solve. And the Adaptive Model coould well be one of the solutions to some of our concerns.

Also while in Frankfurt, my ex-Sun colleague, who now leads the Resolve program at Kepner Tregoe asked me to do a piece to camera. This was an impromtu event, we could n't find a quiet place in the hotel, so we improvised with a corner of a hotel room and some regular lighting. When I work out how to embed a WMV file, I'll post it. There will be more regular updates, as I have been thinking about how we better collaborate, with engineers located all over the world, with customers who have 24x7 support needs and how do we facilitate those hard and critical issues. Project Wonderland and the MKP20 demo look interesting.

We also have soome CEC news to come as well.... (2007-09-03 04:27:40.0) Permalink