Date: 
Apr 5, 2019
Author: 
Tomás O'Leary
Date: 
5/4/2019
Auteur: 
Tomás O'Leary
Datum: 
5.4.2019
Author: 
Tomás O'Leary

One of the things that crosses your mind when purchasing a new 8 series BMW is the price. You expect your vehicle, your customizable seats and the interior to be perfect. You expect a purchase so large with such an established company, that you can comfortably put your hands in the levels of high quality and support you should receive.

 

Thomas O. Jones, lecturer and author of Harvard Business School did just this. He bought a brand-new BMW. He would treat himself and his car to a regular service with BMW, as opposed to a third-party car service. This particular time, Thomas collected his vehicle and was driving seamlessly down the road, delighted with his clean purring engine. When he went to light a cigarette. When he went to drop his ash into the car’s ashtray, he discovered that the BMW garage had removed his ashtray’s inner part in order to clean the car and they had forgotten to replace it.

 

Thomas picks up the phone and rings BMW and explains that they have forgotten to replace his ashtray and could they please deliver this plastic component. The BMW dealer responded with “Sorry fella you need to come around here and collect it”.  As Thomas is the author of the famous Harvard Business Review article “Putting the Service Profit Chain to work”, this customer service response pinned his professional curiosity.

 

Now annoyed, Thomas hangs up the phone and explores more of his options. He calls Cadillac, Jaguar, Mercedes,Volvo and Lexus and explains his situation to each of their customer representatives and enquires to understand what they would do in this situation.  Unsurprisingly, they all respond with “Well, of course Sir, we would post that to you”.  Thomas calls back BMW and informs them of what their competitors are saying, and they respond with “Sorry it’s just our policy”.

 

About an hour later, his doorbells rings and a young man presents Thomas with the ashtray insert. “It shouldn’t have to take me to call BMW for a second time in order for you to understand what your competitors would have done”. The young man looked at him confused and said “Sir, I’m confused, I don’t work for BMW, I work for Lexus”.

“It is not about the product that differentiates you, but the service and the relationships you build.”

 

Can you guess what car Thomas bought after this? In regard to your IBM software support, don’t settle for “It’s just our policy”, bad customer service, long SLA times or overpriced support. Explore all your options because you at the end of the day you will be shocked from how much a third-party can offer you.

#DontBeThatGuy

Recent Posts

Understand how you can SAVE 60% off your IT budget
At Origina we SAVE our clients an average of 60% off their current annual IBM Software Support and Maintenance costs. To understand if switching your IBM Software Support to Origina is right for your organization, you must first undertake a Feasibility Assessment (FA).
Gartner’s Market Guide for Independent Third-Party Maintenance for IBM, Oracle and SAP Software
On September 10th, Gartner published their first Market Guide for Independent Third-Party Software Maintenance (TPSM) for IBM, Oracle and SAP Software.
Understanding the changing role of the SAM
Within the IT department, software asset management is easily overlooked. Which means that SAMs rarely get the recognition, support or resources, they deserve (and need).

AKTUELLE POSTS

Gartner gibt Marktübersicht zu freien Supportlösungen für IBM-, Oracle- und SAP-Software heraus
Am 10. September hat Gartner mit dem „Market Guide for Independent Third-Party Software Maintenance“ erstmals eine Marktübersicht zu freien Supportlösungen für IBM-, Oracle- und SAP-Software herausgegeben.
Neue Rollen, neue Aufgaben – das Profil des SAM ändert sich.
Innerhalb der IT-Abteilung wird der Bereich Software Asset Management gern mal links liegengelassen. Das heißt, der SAM erhält nicht immer die Anerkennung, Unterstützung oder Ressourcen, die er verdient (und dringend benötigt).
IBM/HCL - Aktueller Stand
Mit dem 1. Juli 2019 hat IBM den Support für Appscan, BigFix, Unica, Commerce, Portal, Lotus Notes & Domino sowie Connections eingestellt, da das Unternehmen diese Softwarelösungen an die indische Hindustan Computers Limited (HCL) verkauft hat.

ARTICLES RÉCENTS

Market Guide Gartner sur les services de support indépendants pour logiciels IBM, Oracle et SAP
Le 10 septembre, Gartner a publié son premier Market Guide for Independent Third-Party Software Maintenance (TPSM) pour les logiciels IBM, Oracle et SAP.
Comprendre l’évolution du rôle des SAM
Dans les services informatiques des entreprises, la gestion des actifs logiciels (Software Asset Management) passe facilement au second plan. Les responsables SAM bénéficient donc rarement de la reconnaissance, du soutien ou des ressources qu’ils méritent - et dont ils ont besoin.
IBM/HCL - Dernières actualités
Depuis le 1er juillet 2019, IBM ne possède plus les logiciels Appscan, BigFix, Unica, Commerce, Portal, Lotus Notes & Domino et Connections et n’en assure plus le support, puisque la société a cédé 7 de ses anciens logiciels à son homologue indien, Hindustan Computers Limited (HCL).