Nah, tech support engineers usually have what they need to do their jobs. I've worked in this field for 25 years, at more than a dozen companies, and the current one is right at the top of the "not ready for prime time" list.
The trouble with this company is they started out without a solid product specification, the QA manager was just a rubber stamp, and salescreatures gave away alpha and beta test CDs of the product in a misguided effort to sell something they didn't have yet.
All these conditions still exist today, 5 years later. Except now we don't even have a QA manager. Our chief engineer is in charge of QA.
Compare this to HP, where product specs have to be approved before development can start, QA is done by a different department than engineering, and if the product is not to spec, it is not allowed to be released. Sales people work in another city, they have no way to get their hands on anything except finished product. At least this was true 10 years ago when I worked there. And I had all the tools I needed to do the job well.
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Re: Pitty the poor souls in tech support
Date: 2005-02-16 07:02 pm (UTC)The trouble with this company is they started out without a solid product specification, the QA manager was just a rubber stamp, and salescreatures gave away alpha and beta test CDs of the product in a misguided effort to sell something they didn't have yet.
All these conditions still exist today, 5 years later. Except now we don't even have a QA manager. Our chief engineer is in charge of QA.
Compare this to HP, where product specs have to be approved before development can start, QA is done by a different department than engineering, and if the product is not to spec, it is not allowed to be released. Sales people work in another city, they have no way to get their hands on anything except finished product. At least this was true 10 years ago when I worked there. And I had all the tools I needed to do the job well.