November was a busy month with customer support taking off with several problems cropping up with some of the key products that OUP produce. Framework maths which one of OUP's best selling Maths products was having a major fault with some of the newer updates of Windows XP and was becoming very problematic. This was when I first met some of the sales reps, who are to put it mildly a bit of a nightmare in their own right!
Basically our reps are part time staff that go to schools and try and sell our products and obviously if they ever have any problems with our products they need answers imedietly. With the Framework Maths situation it actually caused a bit of a divide with the editorial and sales staff, but this was quickly resolved with our contingency play. As the problem wasn't getting fixed quickly, as it was outsourced to an Indian developer (TATA) and they were taking time replicating the problem. We managed to get most of the content of the Framework Maths C.D's onto the web, and started distributing this to customers that were having the problems.
The other current issue was with a new product that the secondary team were creating, for secondary maths. The product was also being created by TATA and they were having some strange ideas about the basic system. The product was for Maths and it was an assessment C.D which was going to be based on a web server (apache) and we could see that this would be a bit of a problem. Unfortunately at this time in the development there was nothing that we could do so we are awaiting the first Alpha to see how it works!
Basically our reps are part time staff that go to schools and try and sell our products and obviously if they ever have any problems with our products they need answers imedietly. With the Framework Maths situation it actually caused a bit of a divide with the editorial and sales staff, but this was quickly resolved with our contingency play. As the problem wasn't getting fixed quickly, as it was outsourced to an Indian developer (TATA) and they were taking time replicating the problem. We managed to get most of the content of the Framework Maths C.D's onto the web, and started distributing this to customers that were having the problems.
The other current issue was with a new product that the secondary team were creating, for secondary maths. The product was also being created by TATA and they were having some strange ideas about the basic system. The product was for Maths and it was an assessment C.D which was going to be based on a web server (apache) and we could see that this would be a bit of a problem. Unfortunately at this time in the development there was nothing that we could do so we are awaiting the first Alpha to see how it works!
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