The problem is not too much technology, problem is too much irrelevant and not well thought out technolgy that brings about no real value added solutions to the end users and organizations. We are now entering a phase of our economy where most of the technology that was invented in the 90s is now becoming more value oriented. I firmly believe that the next decade is going to be the decade of technologies that bring about pragmatic, utilitarian and value added solutions that make a diffrence at the micro and at the macro level. Business optimization will be the key word in this regard. However please keep in mind that the process is and always has been organic and evolutionary and the current plethora of unwarranted and zero value added applications are precursive and apriori to the filtering of the ideas and tools that work and discard the ones that do not. "Pain now is part of happiness then and that's the deal". Let's rejoice!

Thanks Nancy! I am a founder of a company called Drive Alliance. We are building an end-to-end multisolution service platform. I see Fixed Ops as a multidimensional structure and certainly car dealerships as a whole a multidimensional organization. Our platform which will sit on top of the DMS system will combine elements of Business Process Management, Revenue Management and Customer Relationship Management to bring about high levels of business optimization for our clients. As you must know that OE franchised service centers are wrought with inefficiencies and lost revenues and against the current economic headwinds they must adapt or perish. I believe that any solution to be a value added solution for a service center it must address all aspects and phases of customer fullfillment order. For instance Appointment Management, RO Management, Menu Management based on performance, group, dynamic and econometric pricing, follow up, real-time communication between all stakeholder and etc. It must also be process driven in nature in order to prevent double entries and finally it must be real-time in nature and of course web based as well as complimented by a mobile tablet version extension. We are stll in R&D, however planning on attending the NADA next month. Stay tune for more specific details as we move pass our development phase and enter the delivery phase.

As far as my take on the live person concept. Machine will never replace humans completely because they do not register emotions and there are many tasks that can only be effectively optimized via human beings. I beleive that we need an in-depth study to determine particulars for specific situations. However i know this that the Gen X and Gen Y are not so hung up on human touch as long as tasks get done within an acceptable period of time with optimal information distribution on demand. They do not necasarily view the human element as the most honest or effective way of communication. They want data and they want it now. They do no want to be over sold and they do not want to be under sold. They beleive what the Web cumulatively will advise them to believe. I am afraid more of this is only an inevitable thing.

Regards

Joe

Thanks John. I prime example of what you mentioned on the phone analogy is nowadays when you place a call into a callcenter you have an option to punch in your number where you would recieve a call back without losing your place in the queue. That's briliant to me. I used to be part of a Nortel's global callcenter in the early 2000's but we didn't offer this feature. With this feature a caller or a client may go about doing other important tasks without wasting time on the phone while they wait for the next available service agent.

Regards

John Skelton said:

Joe, I completely believe what you said and believe the balancing act between man and machine has been taking place on limited basis for a while but ..it is full steam ahead this year 2011.This is the year they come together and are embraced like never before.

 

I also believe it will improve our lives. For an example, years back we use to be on the phone all day talking to one person at a time, with a large percentage of it wasted time. Today we are able to help others on the phone or in person who has entrusted us, whereby we naturally provide them with a much higher level of attention and service. Ending with a much greater percentage of both parties getting what they want and or need quickly. Technology has cause this by allowing people to use the phone and face to face less by providing all of us the tools to not only filter the chatter but also the ability to speak to the masses at one time.

 

I am thinking the next big step to create big economical change ..is to start now to and prepare our youth ..with high level vocabulary. From what I read ...most of us ..this include me ..can not say it well in the least amount of words allowing people to get it and understand it.

 

Ok! enough said for now and means I do not have to be on the phone all day. I am stepping out for a few minutes of fresh air and do something I like to do, which is think.

 

And of course, like always, Nancy great post. Thank You!  

 

Joe Tareen said:

The problem is not too much technology, problem is too much irrelevant and not well thought out technolgy that brings about no real value added solutions to the end users and organizations. We are now entering a phase of our economy where most of the technology that was invented in the 90s is now becoming more value oriented. I firmly believe that the next decade is going to be the decade of technologies that bring about pragmatic, utilitarian and value added solutions that make a diffrence at the micro and at the macro level. Business optimization will be the key word in this regard. However please keep in mind that the process is and always has been organic and evolutionary and the current plethora of unwarranted and zero value added applications are precursive and apriori to the filtering of the ideas and tools that work and discard the ones that do not. "Pain now is part of happiness then and that's the deal". Let's rejoice!