Boeing product support ad : 2 minutes to respond

[WHBM]

I'm looking for a reference, hopefully on the web, to a Boeing Product Support ad they ran a year or so ago in Flight and similar magazines which headlined that their first line support engineers were allowed just 2 minutes to handle an incoming engineering support call before they had to turn it over to specialists.

I recall it as an impressive point to make, and I'd like to show it to a (non-Boeing) support organisation I mentioned it to recently.

If anyone can recall it and/or point me the right way I would be grateful.

[Boss Raptor]

closest I can see;

http://www.boeing.com/news/releases/1999/news_release_990720a.html

[Genghis the Engineer]

Not sure I wouldn't rather deal with people allowed a little more thinking time - strikes me as a victory of management theory over common sense unless these call centre operators are nothing other than "triage" determining who you need to speak to and nothing else.

G

[Few Cloudy]

Actually they are very good. We had a swing on take off for no apparent reason and they set up a conference call with their absolute specialists within 15 minutes of landing.

(Turned out to be a wind influenced problem by the way - aircraft / systems behaved correctly).

I was very impressed by the depth of knowledge and openness of these guys - even if it was night time for them.

[Genghis the Engineer]

Basically triage then, fair enough.

G