' ... The situation when I took over [support six or eight weeks ago] there were quite a lot of outstanding problems which I worked through. ...X043 page 001.05b (tape 06.2.01) Alan Notes/Tape 14/06/94Ok, most of the problems..well the UK problems come through a guy in London, Keith. ... so he collates them then we have a set form ... which he fills in and sometimes the English is wrong. And he emails these to me ... often in batches of ten, fifteen ??? on Monday morning and I just then ??? to clarify them in terms of their importance and which ones are going to have the biggest effect on how the system works and how useful the system is for the users and also some of them are literally five or ten minutes so I try and get those away if I can. I try and minimize the number for political reasons.
Then there's Matt and Nigel who although they're doing different things, take now there are a couple of reports I say can you have a look at this and I've got Len, who's a contractor who's essentially at the moment been working for me. So I give him half of them or whatever over to him and so it's a question then of sorting out the problem, fixing it if necessary and getting the problem sorted, test it, make sure it's working ok, and then, my least favourite bit, filling all the bits of paper in and we've got various kinds of reports: outstanding problems, problems solved and so on which I fill in ...
Each problem report is an A4 page essentially and they usually come through email and as soon as they arrive I copy them into the outstanding problems directory on the LAN. I take paper copies of them simply so that I can flip through them very quickly and shuffle them and do whatever I want with them, photocopy them, I can write things on them what stage we are at. It means I can access them very quickly. ... '
Social influence: | Organisation: Systems |
Technical influence: | Tasks: Maintenance |
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Social influence |
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© Clare Tagg 2000