{"id":307,"date":"2012-09-21T13:28:08","date_gmt":"2012-09-21T13:28:08","guid":{"rendered":"http:\/\/www.mikecairns.com\/?p=307"},"modified":"2012-09-22T10:01:26","modified_gmt":"2012-09-22T10:01:26","slug":"great-example-of-what-went-wrong-in-ibm-and-so-many-other-global-firms","status":"publish","type":"post","link":"https:\/\/www.mikecairns.com\/?p=307","title":{"rendered":"Great example of what went wrong in IBM and so many other global firms."},"content":{"rendered":"
Best read from the bottom up, this is the response I received three days after asking IBM Passport Advantage Online for information on how to update our account details.<\/div>\n
<\/div>\n
What amazes me is that every one of the twelve respondents in this chain email is there to try and save IBM money overall by utilizing outsourced low labour cost countries. But in the end, all that happens is no-one answers the original question and everyone (except me) gets paid to achieve nothing. And they call this Customer Service…<\/div>\n
<\/div>\n
<\/div>\n
<\/div>\n
On 21\/09\/2012, at 2:15 PM, Singapore eCustomer Care <apecare@sg.ibm.com> wrote:<\/strong><\/div>\n
<\/div>\n
\n
\n

Hi Mike,<\/span><\/strong><\/p>\n

Good Day.<\/span><\/strong>
\n
\nThank you for contacting eCustomer Care Team.<\/span><\/strong><\/p>\n

Just to confirm do you want to change the Primary Contact details for Site Number\u00a0<\/span>00999999<\/span><\/strong><\/p>\n

Shall you need any other assistance, kindly revert to us.<\/span><\/strong><\/p>\n

Thank you and regards,<\/span><\/strong><\/p>\n

eCustomer Care Team (AP)
\nInternet: apecare@sg.ibm.com<\/span><\/strong><\/p>\n

paonline—09\/21\/2012 02:16:46 AM—Hi Team, Kindly assist.<\/span><\/strong><\/p>\n

From: <\/span>paonline@us.ibm.com<\/span>
\nTo: <\/span>Singapore eCustomer Care\/Singapore\/Contr\/IBM@IBMSG,\u00a0<\/span>
\nCc: <\/span>zhxyu@cn.ibm.com<\/span>
\nDate: <\/span>09\/21\/2012 02:16 AM<\/span>
\nSubject: <\/span>Fw: Change of account details<\/span>
\nSent by: <\/span>roshan@dc.ibm.com<\/span><\/p>\n

\n

Hi Team,<\/span>
\n<\/span>
\nKindly assist.<\/span>
\n<\/span>
\nThank you<\/span><\/strong><\/p>\n

—– Forwarded by Roshan Pasha N\/Daksh\/IBM on 09\/20\/2012 02:16 PM —–<\/span>\u00a0<\/span><\/strong><\/p>\n\n\n\n
<\/td>\n\n\n\n\n
Re: Fw: Change of account details<\/span><\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n
DSW Software \u00a0<\/span>\u00a0<\/span><\/strong><\/td>\nto:<\/span>\u00a0<\/span><\/strong><\/td>\nPA Online<\/span>\u00a0<\/span><\/strong><\/td>\n\n
09\/19\/2012 10:42 AM<\/span><\/strong><\/div>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n
\n\n\n\n\n
Sent by:<\/span>\u00a0<\/span><\/strong><\/td>\nMarcio Ozawa Nishizaki@IBMBR<\/span>\u00a0<\/span><\/strong><\/td>\n<\/tr>\n
Cc:<\/span>\u00a0<\/span><\/strong><\/td>\nXiao Yu AX Zhang<\/span><\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

\u00a0
\nHello PA Online,<\/span>
\n<\/span>
\nPlease provide information as per request below.<\/span>\u00a0<\/span><\/strong><\/p>\n

Thanks in advance<\/strong>
\n DSW SOFT
\n<\/strong><\/p>\n\n\n\n
Xiao Yu AX Zhang\/China\/IBM@IBMCN<\/span>\u00a0<\/span>09\/19\/2012 12:23 AM<\/span>\u00a0<\/span><\/td>\n\n\n\n\n\n\n
\n
To<\/span><\/strong><\/div>\n<\/td>\n
DSW Software\/Dallas\/IBM@IBMBR@IBMAU<\/span>\u00a0<\/span><\/td>\n<\/tr>\n
\n
cc<\/span><\/strong><\/div>\n<\/td>\n
Cyrce Athena Passos Fernandes\/Brazil\/IBM@IBMBR, PA Online\/Cambridge\/IBM@IBMUS<\/span>\u00a0<\/span><\/td>\n<\/tr>\n
\n
Subject<\/span><\/strong><\/div>\n<\/td>\n
Re: Fw: Change of account details<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n
<\/td>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n


\nHi Team<\/span>
\n<\/span>
\nPls kindly advise this request .<\/span>
\n<\/span>
\nDo u wanna update primary contact ?<\/span>
\n<\/span>
\nPls provide authorization from current or new primary contact.<\/span>
\n<\/span>
\nRegards,<\/span>
\n<\/span>
\nZHANG XIAO YU\/Ivy<\/span>
\nADVISORY CUSTOMER FULFILLMENT ADMINISTRATOR
\nIBM Integrated Supply Chain Customer Fulfillment<\/span>\u00a0<\/span><\/strong><\/p>\n\n\n\n\n
\n
\n<\/td>\n<\/tr>\n

\nE-mail:<\/span>\u00a0<\/span>zhxyu@cn.ibm.com<\/span><\/span><\/a><\/strong><\/td>\n		\n
269 Wuyi Road<\/strong>
\n Dalian, 21 110623<\/strong>
\n China<\/strong><\/div>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

\u00a0
\n<\/span><\/strong>From: \u00a0 \u00a0 \u00a0 \u00a0<\/span>Jia Yi Zhu\/China\/IBM<\/span>\u00a0<\/span>
\nTo: \u00a0 \u00a0 \u00a0 \u00a0<\/span>DSW Software\/Dallas\/IBM@IBMBR@IBMAU, Xiao Yu AX Zhang\/China\/IBM@IBMCN<\/span>\u00a0<\/span>
\nCc: \u00a0 \u00a0 \u00a0 \u00a0<\/span>Cyrce Athena Passos Fernandes\/Brazil\/IBM@IBMBR, PA Online\/Cambridge\/IBM@IBMUS<\/span>\u00a0<\/span>
\nDate: \u00a0 \u00a0 \u00a0 \u00a0<\/span>09\/19\/2012 11:02 AM<\/span>\u00a0<\/span>
\nSubject: \u00a0 \u00a0 \u00a0 \u00a0<\/span>Re: Fw: Change of account details<\/span>
\n<\/span><\/strong><\/p>\n

\n


\nHi Team,\u00a0<\/span>
\n<\/span>
\nFor AP country request, please send request to CoEDL-DSW-CM.<\/span><\/strong><\/p>\n


\nBCT Hi Ivy,<\/span>
\n<\/span>
\nPlease help on this request, Thank you.<\/span><\/strong><\/p>\n

Best Regards<\/span>\u00a0<\/span><\/strong><\/p>\n

\u00a0<\/span>\u00a0<\/span>
\nZhu, Jia Yi \/ Serena<\/span>
\nAdvisory Customer Fulfillment
\nIBM Integrated Supply Chain, Global Execution<\/span>\u00a0<\/span><\/strong><\/p>\n\n\n\n\n
\n
\n
\n<\/div>\n<\/td>\n<\/tr>\n
<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

\u00a0zjiayi@cn.ibm.com<\/span><\/strong><\/p>\n

No 269 Wuyi Road<\/strong>
\n Dalian, Software park, Shahekou District 110623<\/strong>
\n China\u00a0<\/span>\u00a0<\/span>\u00a0<\/span>
\n<\/span><\/strong>From: \u00a0 \u00a0 \u00a0 \u00a0<\/span>DSW Software\/Dallas\/IBM@IBMBR<\/span>\u00a0<\/span>
\nTo: \u00a0 \u00a0 \u00a0 \u00a0<\/span>Jia Yi Zhu\/China\/IBM@IBMCN,\u00a0<\/span>
\nCc: \u00a0 \u00a0 \u00a0 \u00a0<\/span>PA Online\/Cambridge\/IBM@IBMUS<\/span>\u00a0<\/span>
\nDate: \u00a0 \u00a0 \u00a0 \u00a0<\/span>2012\/09\/19 03:48<\/span>\u00a0<\/span>
\nSubject: \u00a0 \u00a0 \u00a0 \u00a0<\/span>Re: Fw: Change of account details<\/span>\u00a0<\/span>
\nSent by: \u00a0 \u00a0 \u00a0 \u00a0<\/span>Cyrce Athena Passos Fernandes@IBMBR<\/span>
\n<\/span><\/strong><\/p>\n<\/div>\n

\n

Hello!<\/span>
\n<\/span>
\nCould you please assist?<\/span>\u00a0<\/span><\/strong><\/p>\n

Thanks in advance<\/strong>
\n DSW SOFT
\n<\/strong><\/p>\n\n\n\n
Miki Murayama\/Japan\/IBM@IBMJP<\/span>\u00a0<\/span>09\/18\/2012 05:58 AM<\/span>\u00a0<\/span><\/td>\n\n\n\n\n\n\n
\n
To<\/span><\/strong><\/div>\n<\/td>\n
DSW Software\/Dallas\/IBM@IBMBR<\/span>\u00a0<\/span><\/td>\n<\/tr>\n
\n
cc<\/span><\/strong><\/div>\n<\/td>\n
Francielle de Assis Araujo\/Brazil\/IBM@IBMBR, PA Online\/Cambridge\/IBM@IBMDC<\/span>\u00a0<\/span><\/td>\n<\/tr>\n
\n
Subject<\/span><\/strong><\/div>\n<\/td>\n
Re: Fw: Change of account details<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n
<\/td>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n


\nHi<\/span>
\n<\/span>
\nI told before, I’m responsible for Japan transactions only. I cannot handle for AP and other regions.<\/span>\u00a0<\/span>
\nCould you please request to AP team directly ?<\/span><\/strong><\/p>\n\n\n\n\n\n\n
<\/td>\n\n
\u00a0\u6751 \u5c71 \u00a0 \u7f8e \u6a39 \u00a0\/ Miki Murayama<\/em><\/span><\/strong><\/div>\n<\/td>\n
<\/td>\n<\/td>\n<\/td>\n<\/tr>\n
<\/td>\n<\/tr>\n
<\/td>\n<\/td>\n\n
Customer Fulfillment Japan, ISOC \u00a0<\/em><\/span><\/strong><\/div>\n<\/td>\n<\/tr>\n
ISOC SW\u696d\u52d9\u672c\u90e8 \/ Japan SW Fulfillment Execution \u00a0<\/span>
\nIBM Integrated Supply Chain
\n<\/span>
\n<\/span><\/strong><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

IBM Japan Staff Operations Company Ltd., a subsidiary Company of IBM\u3000Japan.\u00a0<\/span><\/strong>
\n<\/span><\/strong>From: \u00a0 \u00a0 \u00a0 \u00a0<\/span>DSW Software\/Dallas\/IBM@IBMBR<\/span>\u00a0<\/span>
\nTo: \u00a0 \u00a0 \u00a0 \u00a0<\/span>Miki Murayama\/Japan\/IBM@IBMJP<\/span>\u00a0<\/span>
\nCc: \u00a0 \u00a0 \u00a0 \u00a0<\/span>PA Online\/Cambridge\/IBM@IBMDC<\/span>\u00a0<\/span>
\nDate: \u00a0 \u00a0 \u00a0 \u00a0<\/span>2012\/09\/18 09:16<\/span>\u00a0<\/span>
\nSubject: \u00a0 \u00a0 \u00a0 \u00a0<\/span>Fw: Change of account details<\/span>\u00a0<\/span>
\nSent by: \u00a0 \u00a0 \u00a0 \u00a0<\/span>Francielle de Assis Araujo@IBMBR<\/span>
\n<\/span><\/strong><\/p>\n

\n


\nHello Miki,<\/span><\/strong><\/p>\n


\nCould you please handle request below?<\/span>\u00a0<\/span><\/strong><\/p>\n

Thanks in advance<\/strong>
\n DSW SOFT<\/strong>
\n
\n—– Forwarded by Francielle de Assis Araujo\/Brazil\/IBM on 09\/17\/2012 09:15 PM —–<\/span>\u00a0<\/span><\/strong><\/p>\n\n\n\n
PA Online\/Cambridge\/IBM@IBMDC<\/span>
\nSent by: Ghayathridevi R@IBMDC<\/span>\u00a0<\/span>09\/17\/2012 07:40 PM<\/span>\u00a0<\/span><\/td>\n		\n\n\n\n\n\n
\n
To<\/span><\/strong><\/div>\n<\/td>\n
DSW Software\/Dallas\/IBM@IBMUS<\/span>\u00a0<\/span><\/strong><\/td>\n<\/tr>\n
\n
cc<\/span><\/strong><\/div>\n<\/td>\n
<\/td>\n<\/tr>\n
\n
Subject<\/span><\/strong><\/div>\n<\/td>\n
Fw: Change of account detail<\/span>s<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\n\n\n
<\/td>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n


\nHi Team,<\/span>
\n<\/span>
\nPlease update the account details for the customer below<\/span><\/strong><\/p>\n


\nThanks and Regards<\/span>\u00a0<\/span>
\nPAOnline<\/span>
\n<\/span><\/strong><\/p>\n

—– Forwarded by Ghayathridevi R\/Daksh\/IBM on 09\/17\/2012 06:41 PM —–<\/span>
\n<\/span>
\nFrom: \u00a0 \u00a0 \u00a0 \u00a0<\/span>Mike Cairns <mike@mikecairns.com><\/span>\u00a0<\/span>
\nTo: \u00a0 \u00a0 \u00a0 \u00a0<\/span>PA Online\/Cambridge\/IBM@IBMUS<\/span>\u00a0<\/span>
\nDate: \u00a0 \u00a0 \u00a0 \u00a0<\/span>09\/15\/2012 05:43 AM<\/span>\u00a0<\/span>
\nSubject: \u00a0 \u00a0 \u00a0 \u00a0<\/span>Change of account details<\/span>
\n<\/span><\/strong><\/p>\n

\n

Hi,<\/strong><\/p>\n

I just went in to look at our PPA account for the first time in some years, and noticed that many of the account details are no longer relevant.<\/strong><\/p>\n

We have closed the company that this account was registered under, and are operating a different company now. \u00a0Also, I am the only person left from the original company that is still using this PPA account (I was the original tech contact).<\/strong><\/p>\n

Is it possible to update the account or do we have to register as a PPA customer from the beginning again?<\/strong><\/p>\n

Account details below.<\/strong><\/p>\n

Thanks and regards – Mike<\/strong><\/p>\n

Name: Cxxx Kxxx<\/strong>
\n Contact type: Primary contact<\/strong>
\n Site number: 00009999999<\/strong>
\n Site name: Arial Group International Ltd<\/strong>
\n Address:xx\/x Entertainment Building 30 Queen’s Road Central HK, 0000 HKG<\/strong>
\n IBM customer number: 0999999<\/strong><\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Best read from the bottom up, this is the response I received three days after asking IBM Passport Advantage Online for information on how to update our account details. What amazes me is that every one of the twelve respondents in this chain email is there to try and save IBM money overall by utilizingaaa<\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[],"_links":{"self":[{"href":"https:\/\/www.mikecairns.com\/index.php?rest_route=\/wp\/v2\/posts\/307"}],"collection":[{"href":"https:\/\/www.mikecairns.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.mikecairns.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.mikecairns.com\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.mikecairns.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=307"}],"version-history":[{"count":9,"href":"https:\/\/www.mikecairns.com\/index.php?rest_route=\/wp\/v2\/posts\/307\/revisions"}],"predecessor-version":[{"id":311,"href":"https:\/\/www.mikecairns.com\/index.php?rest_route=\/wp\/v2\/posts\/307\/revisions\/311"}],"wp:attachment":[{"href":"https:\/\/www.mikecairns.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=307"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.mikecairns.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=307"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.mikecairns.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=307"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}