April 2001 Flash Points

But Wait, You Promised (p. 110)
FC Article

Is new economy service really that bad? How does it compare to the level of service in the old economy? What, if any, service issues in the old economy did the new economy solve? What issues did the new economy create? Has technology simply spoiled us? Are our expectations of service reasonable or are they inevitably 'brutally unforgiving'?
If the new economy failed to deliver on its promise of service, does this mean that the new economy as a whole should be seen as a failure, or a lie? In what other aspects have new economy firms failed your expectations? Where have they succeeded? How do we reconcile effective customer service with an economy so heavily dominated by the service industry?
How does your company deal with customer service issues? What employee training techniques exist to make the customer feel satisfied without creating a burden on the company? Is outsourcing, asin the case of directory assistance, the solution? What are the potential implications of outsourcing on brand image and consumer confidence?
Discuss the ironic relationship between the impersonality of technology and the demand for personal service? Why do we still insist on talking to a 'real person'? Does the example of great customer service at Amazon.com imply that service can only come at the expense of profit? What cost-effective measures exist to help increase customer service?

Ms. Fix-It (p. 172)
FC Article

Contrast Donna Novitsky's management style to the average VC. What are the advantages and disadvantages when a VC takes a hands-on approach to companies? What conflicts exist when when VC's become too involved with their portfolio companies? When is it acceptable for a VC to act like 'just one of the guys'?
How does the prevention style of management differ from the fix-it style? What old economy elements does Novitsky bring over into her new economy job? Which tenets of good management transcend the labels of new and old economy? How can a new company go about taking over an industry leader, like in the case of InLeague and ADP?

Less Burn, More Lift (p. 190)
FC Article

What innovative methods exist to jumpstart a failing Internet company? What precautions can be taken to create stability? Is it possible for an Internet company with a solid business plan to succeed in today's volatile tech market? What motivational techniques can you use to keep your employees optimistic during rough times.
What are some strategies for an Internet company to secure venture capital? What are good techniques when approaching VC firms? Do these strategies change at all when it comes time for second-round funding? When is it appropriate to ask for more funding and when is it better to try and cut spending?
How has your Internet company dealt with cash droughts? What are cost-cutting alternatives to traditional sales and service departments? When is borrowing money against the future value of stock, like Action Engine did, an appropriate measure? If layoffs are required, how can you properly balance them against potential losses of customer and employee confidence?

Daniel Richards contributed this month's Flash Points.

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