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See Full StoryAt the one-year mark of the giant HP-Compaq merger, the combined company appears to be doing better than expected, Forrester analyst Rob Enderle told the E-Commerce Times, despite recent reports that HP has lost the top spot in the PC marketplace to Dell. But even though the merger gets a mostly clean bill of health, its long-term success is not yet assured. Where does HP stand right now -- and how far does it still have to go?
Re: The HP-Compaq Merger One-Year Checkup
Posted by: waldo 2003-05-05 00:30:18 In reply to: Keith Regan
the company's failure to monitor and evaluate the quality of service being provided by its outsourcers is a large factor pertinent to the decline in sales. individuals with absolutely no previous computer experience (some lacking even basic keyboarding skills) are employed by certain outsourcers to fill call centers with the required number of representatives. it sounds too simple because it is. dell is quickly gaining a solid reputation as a company with dependable after-sales and technical service, and it makes perfect sense for them to outsell HP when HP is hiring outsourcers employing computer illiterate (though very compassionate) grandmothers who are afraid to take an end user into the system registry out of fear of damaging the product they are supposed to be fixing. HP will see sales and profits rise as soon as they give Solectron a scare by threatening to pull their contracts if the level of service provided doesn't improve dramatically, and a good way to aid in this process might be to at least start by providing HP and Compaq representatives with training using functioning units of the actual products they are supposed to be technically supporting. hey it's just an idea, i might be totally wrong.
