When pointing and clicking fails to click; more and more questions, and employees, at computer help services

Article Abstract:

Help-desk positions supporting both hardware and software products are one of the most rapidly growing segments of the high-technology industry. Sales of personal computers to homes are growing twice as fast as sales to businesses, producing more first-time users who require help. Analysts estimate that help desk calls will reach 200 million in 1996, up from the 120 made in 1992. Calls in 1995 averaged 8 minutes, up from the 8 minutes used in 1992. The calls cost software vendors an average of $1.50 per minute and generate $3.9 billion in annual expenses. The charges for help desk calls cover only a small portion of the costs. In 1995, one of every six employees in software companies was involved in help desk support, compared to the one in 12 in 1989. Employees see the help desk as a way to earn positions in product development, marketing or other fields. Annual salaries are $20,000 to $29,000.

Services, Industry trend, Customer service, Growth

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I.B.M. opens the doors of its research labs to surprising results

Article Abstract:

IBM's recent meeting on future technology development continues an emphasis on research since Louis V. Gerstner became company Chmn in 1993. The day-long session in Jul 1998 gathered 1,200 researchers, summer interns and executives, who exchanged ideas and worked on projects at the seven worldwide IBM research labs. Participants from different backgrounds wrestled with the challenge of developing new ideas and then translating them into new products, services and profits. IBM and analysts agree that the computer giant must develop new winners to sustain its financial turnaround since 1993. Research, which avoided the organization overhaul in 1993, has increased to 2,785 employees and a $600 million budget. The unit currently devotes around 25% of its products and services to customers, according to an internal analysis, compared to between 2% and 5% in the early 1990s.

Management, International Business Machines Corp., IBM, Industrial research, Research and Development, Company Business Management

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Even a mouse that roars can sit on the sidelines

Article Abstract:

Ergonomic research has shown the Anir Vertical mouse is less stressful to use than a conventional mouse. But it costs $50 a unit, and takes some time to get used to. Users, or company technology buyers, seem shortsighted in their reluctance invest now to prevent further medical and downtime expense later. Another ergonomic design, the Microsoft Natural keyboard, has sales in the 400,000 range, in a world market of 120 million PCs sold each year. Some researchers maintain that Windows ascendance over the Apple MacOS is evidence that the 'best' product wins in the marketplace, while others would argue that cost and standardization are the determining factors.

World, Economic aspects, Marketing, Column, New products, Product introduction

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