Naim Service

The key performance indicators measured in any organisation should (obviously) reflect the priorities and objectives of the organisation.  The NHS, for example, tells us what the waiting times are for consultations and operations.  But the NHS is held to public account.

A company such as Naim, that has built much of its reputation on its ability to service its products, would also have service department performance data available to its management team, of this we may be assured.

A company wishing to enhance its reputation in the marketplace would surely publish this data.   So how about it Naim ?

One of the hidden benefits of doing so would be the management of customers' expectations, and with that an improvement in customer satisfaction and even loyalty.  More brownie points will be earned by openly acknowledging poor performance than by trying to hide it.... a lesson learned from many years in IT management where peoples expecations of your department's performance were continually high, but where a dependancy on technology repeatedly led to failure to deliver to expectation.  As I often had to say to my Operations Manager "Get out there and tell them we messed up, son."  

Roger

...oh, by the way, how's my CD5XS that stopped spinning discs coming along?

My 500-DR conversion is in progress. Sorry, but everything else will just have to wait.

Harry posted:

My 500-DR conversion is in progress. Sorry, but everything else will just have to wait.

That's exactly what I was talking about... so long as I know your NAP500 DR upgrade is talking priority over my CD5XS, I'm a happy customer... it's not knowing that's so frustrating, as Tony was saying.

I heard your CD5 got put on the naughty step for trying to barge in. 

I would hope that there is a different service path for fixes against upgrades. If I have volunteered to have a service then I am happy to wait a bit longer than for a fix. 

Bananahead posted:

I would hope that there is a different service path for fixes against upgrades. If I have volunteered to have a service then I am happy to wait a bit longer than for a fix. 

Yes, but wouldn't you like to know how long  you're going to wait, Bananahead ?

Absolutely.

And every single time any of my kit has gone back to Naim my dealer has been able to tell me.

and every time you ask a question to them re completion time, the time goes back by the time it took them to answer the question.

Surely not?

Naim was put on the earth for my benefit. When I chase them up they pull their fingers out and get on with some proper work. And they thank me for making them stop work so that I can give them the hurry up.

Just bung one of the top brass a few quid. Works for me.

You lot do cheer me up. I've calm down a little now.

I just want to make clear that Phil has been nothing but a gentleman on the three or four times I spoke to him on the phone. Bless him for his patience! I'm sure that there is so much he can do and a lot of it is beyond his control.

Now, where did i put them tablets?

It will be worth it.

I know from my factory visit on Friday there is a some upheaval at the moment to gain more space with departments moving around, including the service department. As a consequence things might be taking a little longer until the moves are complete. There is also a lot of DR upgrade work in the pipeline (as you would imagine) and high demand for new DR power amps. I must say however it all seemed well organised with the minimum of disruption. Still a couple more moves to go when certain areas have been readied.

I thought it was open and honest of Naim to allow a factory tour with all this going on. It certainly didn't detract from the enjoyment of the day. In fact it made the whole experience more interesting to see the reality of how a real company copes with growth.