Re: Brainstorming ideas

[David Neeley <dbneeley -at- oddpost -dot- com>]

 Actually, duplication and distribution of CDs is surprisingly *expensive* for many product lines. By the time you take into account the fulfillment issues, a method for assuring that all dealers have the latest docs, and coordinating the duplication details--the result is a very expensive proposition in today's terms. 
  
Since broadband in business is so widespread, it is far faster and much cheaper to do it all via Internet transfer where possible. 
  
Some dealers and technicians, however, still want *paper*. For them, I would suggest making arrangements with a Print On Demand publisher to produce any required manuals at reasonable cost for those who want them. 
  
I agree with the "database of problems and solutions" but the format that may take varies greatly with the kind of product involved. Personally, I have found one tool extremely helpful...to create a block diagram of the item that is malfunctioning, with "hot spots" in each major sub-assembly that lead to the information pertinent to that element. This information would include exploded and labeled parts drawings, parts substitution information, any recalls or upgrades, and also the sort of problems involving that subassembly that have arisen in the field. If the product is sufficiently complicated, these subassemblies may also lead to further clickable links...but this would be fairly rare. 
  
Watching technicians work who worked with Xerox printers during the years I spent as a consultant in their El Segundo campus, I found that these drawings were constantly referred to. Back then, of course, the information was not available digitally but was in large repair manuals. However, today there is no reason the technician should have to do too much reading to get to the area of interest quickly and easily...and there is little as simple as photographs or good line art of the item being maintained or repaired. 
  
David 
  
  
  
-----Original Message from John McDermott <jjm -at- jkintl -dot- com>-----
  
You don't mention this, but the one thing I have found that really 
reduces time for technicians (I used to be one) is a good database of 
problems and solutions.  That is, when a problem is called in and fixed, 
the software version, hardware platform, problem and solution are 
documented in a database.  That database can be searched by a telephone 
support person, online or whatever.  It is also useful for developers: 
they can search for items that need to be fixed in new versions. 

Regarding synchronization, CDs and DVDs are so inexpensive to duplicate 
that you could send new ones out weekly or however often was necessary. 
You could also have remote offices (e.g. in other countries) copy the 
data and dup their own for distribution in those areas.  I have a client 
that does that quite successfully now. 

Good luck, 
--john 
-- 
John McDermott 
Writer, Educator, Consultant 
jjm -at- jkintl -dot- com        http://www.jkintl.com 
V +1 505/377-6293 F +1 505/377-6313 

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