Telstra & Internet Industry Survival
Sat, 10 Aug 1996 17:32:09 +0000
I support what Larry and Jan wrote.
This is a very messy industry - beyond the ability of anyone to
properly comprehend or predict.
I can't justified totally untimed calls - like calls that run for
months at a time. However, since Telstra is currently raking in huge
sums of money, I would have thought that they should concentrate
their energies on the BR-ISDN rollout (which they are doing), HFC
(likewise), reducing profligate advertising (apparently budgets have
been halved), and enhancing genuine efficiencies without hacking away
important functions in the name of cost-cutting.
This timed data call business is going to be very messy - but I
suppose it has to be faced sooner or later. Generally it can be
assumed that people will not talk all day, or generally for hours at
a time, but with data calls, people may be inclined to do it for many
hours, months or years.
There are many "Telstras". It is a company - or actually a number of
companies - but to what extent it can be considered an organisation
is a matter for debate.
It is certainly wrong to characterise Telstra as being of one view or
disposition. It all depends on who you talk to, and I have had
positive experiences with more Telstra people than I have had
negative experiences. This is speaking as a customer, as a consumer
advocate and as a technical writer.
> Another scary thought is that according to a colleague of mine Telstra
> touts itself as being a "Quality" company, in the ISO 9000 sense of that
> word. Is that true? If it is, then we have bigger problems because if
> they believe they are acting with quality standards in mind, then they
> will also believe they are doing the "right things" in the "right way"
> simply because they believe themselves to be a "quality standards"
> Can anyone shed any light on that?
In lesser minds - and there are plenty of them - terms like
"Quality", "World's best practice" and even Total Quality
Management's attempt to break the second rate thinking of staff in
large organisations "Quality is what the customer says it is." can
become mantras - dulling the critical thoughts which are essential to
People beleive that because they are a "quality organisation" that
their organisation's actions must be well thought out - so they don't
seriously question them.
. Robin Whittle .
. http://www.ozemail.com.au/~firstpr email@example.com .
. 11 Miller St. Heidelberg Heights 3081 Melbourne Australia .
. Ph +61-3-9459-2889 Fax +61-3-9458-1736 .
. Consumer advocacy in telecommunications, especially privacy .
. First Principles - Research and expression - music, .
. music industry, telecommunications .
. human factors in technology adoption.
. Real World Interfaces - Hardware and software, especially .
. for music .