RE: Boeing Tech Pubs going offshore? (long)

[MList -at- chrysalis-its -dot- com]

Richard Lippincott [mailto:richard -dot- lippincott -at- ae -dot- ge -dot- com]
[...]
> 
> Here's an example of how it works: Flybynight Airlines inks a 
> Field Support
> deal with Dodo Aircraft Company, the supplier of their new 
> airplanes. Dodo
> then provides a number of full-time Dodo employees to the Flybynight
> Airlines sites. The Field Support technician's job is 
> basically to sit in an
> office near the flight line, and keep current on what Dodo is 
> doing in terms
> of engineering changes and maintenance problems. 
> 
> When the Flybynight mechanics have a job to do, they turn to the tech
> manual. If they can't understand the procedure, they go to 
> the Field Service
> rep and say "How do we do this?" The Field Service rep says 
> "Let me get that
> data" and calls the engineers back at Dodo, and gets directly 
> from them an
> explanation of what to do. The Field Service Rep then walks 
> the Flybynight
> mechanics through the process, and when they've got it the 
> Rep goes back to
> his office and waits for the next problem.

Companies like my employer also make money by selling support contracts, 
however the opposite dynamic applies:

Our support people live here. They answer the phones (or e-mail) when 
customers have problems. Each of those calls is, of course, already 
prepaid. That means that each time a Customer Support rep picks up 
the phone, we start losing money. Each time the Customer documents 
can provide an answer and prevent a call to Customer Support, we get 
to KEEP more of the prepaid contract dollars.

/kevin

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