To: Tunica Albuginea who wrote (12750 ) 8/15/1999 3:52:00 PM From: pat mudge Read Replies (1) | Respond to of 18016
The other day while discussing Lucent's culpability in the WCOM crisis, I closed a post with, "There but for the grace of God. . ." and yet it bears repeating that networks are complex and even superior products and designs can get hit by any number of problems --- lack of alternate trunk groups, poor preventative maintenance, and human error, to name a few. In other words, what happened to Lucent could happen to anyone, including Newbridge. Unfortunately for LU, the fallout from WCOM's mishandling of the crisis will be real --- the negative press from CBOT alone will do untold damage, deserved or not. It's almost frightening, but the final blame lies with the carrier. Look at the difference between AT&T's response a year ago and MCI/WCOM's now: * ATT: April 14, 1998, ATT holds a conference call with CEO Michael J. Armstrong:att.com Good afternoon, ladies and gentlemen. To say the least, this has been a very difficult 20 hours for our customers. At about 3:00 pm EDT yesterday, the AT&T frame-relay network across the United States experienced outages. And frankly, these outages let our customers down. And I want to apologize to each and every one of them. AT&T has stood for reliability and still does. It is at the core of our service and our customer relationship, and it is a top priority for every AT&T person and for me personally. We now know the outage resulted from a problem between two of our frame-relay switches, or nodes, and that the outage then spread throughout our complete frame-relay network. In just a moment, Frank Ianna, the head of our network operations, will share with you what we know about the source of the problem and give you a status report on our restoration efforts. But, first, I would like to make three points, if I may. . . * MCI/WCOM: August 9, 1999, four days after first outages , WorldCom spokesperson Linda Laughlin is quoted:newsalert.com August 11, 1999, still no formal response from WCOM, Linda Laughlin is quoted again:interactive.wsj.com August 13, 1999, eight days into crisis, the company releases first official response, no one takes responsibility, no one quoted, Ebbers not even mentioned:wcom.com *Customer response: August 13, 1999, CBOT goes public with its wrath:newsalert.com I would think most companies have contingency plans for just such an emergency --- how the press will be handled and how every segment of the company will respond. I'm talking the ol' elementary school nuclear attack drill --- siren goes off, this is what you do. . . Well, come to think of it, Ebbers may be under his desk right now, hands over his head. . . Enough of that, the fog's burned off and the day awaits --- Pat