Subject:
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Re: Not wanting to start rumors, but
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Newsgroups:
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lugnet.color
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Date:
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Thu, 7 Jul 2005 14:38:48 GMT
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Viewed:
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2078 times
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Jake McKee wrote:
> What do you mean "nobody knew"? Our production folks and quality folks were well
> aware of the issue by the time the AFOLs (and me) brought it up to them.
Does this mean that (significant parts of) LEGO were fully aware of the
colour problems of the Knight Bus when they shipped them?
Usually, the AFOLdom is quite early when it comes to noticing problems,
and this particular issue popped up in Germany before the bus was even
shipped (Nürnberg Toy Fair!).
> It's
> just that when it was brought to *me*, I didn't know about it. In a company of
> thousands, I'm simply not able to keep up with absolutely every issue, project,
> problem, and situation. My task isn't to know every single thing happening in
> the company, it's to be able to find out what's happening.
Thats quite acceptable - nobody can expect more than that. But I was not
talking of you, I was talking of those nice ladies answering the phones
to handle customer service issues. Production knew, QA knew, so why did
they not brief Customer Service on this potential issue? I mean, this
question is not to irate or mock you - I just consider it wise to brief
the front line people when, where and why to expect "enemy fire" from
the customer side...
> That may sometimes give the impression that "the company" doesn't know anything,
> but that's simply not true. The reality is that not ever colleague can keep up
> with all the projects that every other colleague is working on. A big part of my
> week is dedicated to sharing the activitites and achievements of the AFOL
> community and the Community Development with the rest of the company, and there
> are still people who I don't reach. That's just the nature of having any
> organization the size of our company. Heck, that's the situation in an
> organization the size of 2+ :)
I bet there is a lot of knowledge in your company. And quite a lot is
propably buried deep in some peoples mind, and if you can help banging a
few heads to come up with the knowledge for the best of all, that's just
great.
A big problem with this "the company does not know" though, is that
there is only a small part of any company communicating with the
outside. If this part is in the know, it can make a quite wonderful
impression. If these people a) get briefed early enough on potential
problems and b) have a fast path to information inside their company,
but also across the service department, it makes the whole company look
intelligent and well informed.
Ahh, the wonders of communication :-)
Yours, Christian
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Message is in Reply To:
 | | Re: Not wanting to start rumors, but
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| (...) What do you mean "nobody knew"? Our production folks and quality folks were well aware of the issue by the time the AFOLs (and me) brought it up to them. It's just that when it was brought to *me*, I didn't know about it. In a company of (...) (19 years ago, 7-Jul-05, to lugnet.color)
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