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Technology Stocks : EMC How high can it go? -- Ignore unavailable to you. Want to Upgrade?

To: JakeStraw who wrote (12637)	5/17/2001 3:43:40 AM
From: Gus	Read Replies (1) \| Respond to of 17183

...EMC has done a lot of things right on its way to the top. The company is filled with superb technologists who are prepared to obsolete products in their prime and to churn out new ones with clockwork regularity. A do-or-die sales culture pushes top-line growth even in tough times. But it is impossible to understand EMC's 10-year rise without appreciating its commitment to customer service. The company boasts that its customer-retention rate is an astonishing 99%. When Forrester Research surveyed 50 big companies about their various technology suppliers, *"EMC came out looking like God," says Carl Howe, a director of research at Forrester. "It had the best customer-service reviews we have ever seen, in any industry."* fastcompany.com Some other nuggets: ....And for every hour that EMC spends mending faulty hardware and software, it spends nine hours anticipating and preventing such meltdowns.... ....EMC likes to call it "service and support mind reading." Sensors that are built into its storage systems monitor things such as temperature, vibration, and tiny fluctuations in power, as well as unusual patterns in the way data is being stored and retrieved -- over 1,000 diagnostics in all. Every two hours, an EMC system checks its own state of health. If everything is running smoothly, the log file is stored away. If the machine spots something that it doesn't like, it "phones home" to customer service over a line dedicated for that purpose.... ....Every day, an average of 3,500 calls for help reach EMC's call center in Hopkinton. But it's not people who are calling in to ask for help -- it's machines.... ....more than 20% of the problems tackled by EMC wind up originating with some other company's equipment.... ....the most ticklish part of EMC's customer-service operation: the 1,800 changes that get made each week to EMC systems in the field. The vast majority of those upgrades are performed at the same time -- in the dead of night on Saturdays, about the only time that big customers can do without access to their crucial data.....Back in 1995, when EMC initiated the change-control process, field engineers were getting it right about 75% of the time. Today, Alderson claims a success rate of 99.5%. The goal is 100%, according to Alderson.....