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Technology Stocks : Compaq -- Ignore unavailable to you. Want to Upgrade?

To: SC who wrote (26880)	5/31/1998 7:40:00 PM
From: Luc Glinas	Respond to of 97611

Hi Shawn Why not sending your intervention on this thread to CPQ, I am curious to ge their comments Luc

To: SC who wrote (26880)	5/31/1998 8:18:00 PM
From: rudedog	Read Replies (2) \| Respond to of 97611

Shawn - Your comments about a downward shift in CPQ customer satisfaction, of which quality is certainly a main component, echo those of Eckhard Pfeiffer. According to 2 director level folks at CPQ, Pfeiffer held a meeting for all VP and Director level staff a few months ago where he laid out the trend of customer sat in the previous 12 months, which was downward. He said that he intended to provide both a way of measuring success in improving customer sat and an incentive for improving it. This is through a quarterly review of some variety of industry and customer surveys, field problem reports, etc. which then form a number which is used to calculate individual bonus. I posted the details when this conversation was fresh (a couple of months ago) but could not find it today. EP said that he believed both Dell and HP had better customer sat than CPQ. It takes a while to lose a good reputation but a much longer time to rebuild it. I hope EP and the CPQ management are successful in addressing this issue.