3 ms·

I don't quite follow you. You seem to be saying that AT&T is smart enough not to do things that aren't cost effective, so there must be a reason for this. I th

I don't quite follow you. You seem to be saying that AT&T is smart enough not to do things that aren't cost effective, so there must be a reason for this. I think that's overly generous. Aaron Patterson spoke at RailsConf. He said he works for AT&T, and to submit an expense report, he scans paper receipts to a PDF, emails that somewhere, which converts the PDF to a fax, which faxes it somewhere else to be converted back into a PDF. That is clearly a stupid process. It's not there because AT&T has analyzed the business logic; it's there because a large, old business can accumulate layers of bureaucratic process more easily than a small, young one. There are more committees and more inertia. And maybe if you make billions, wasting thousands of dollars worth of employees' time doesn't make you sit up and take notice. I'd guess this web form is a similar problem. If you have a 5-person company, everyone in the company hears customer feedback and maybe talks to customers personally. I doubt the CEO of AT&T even knows this form exists.

brudgers 15y ago
The experience of an employee such as Aaron Patterson is pretty much irrelevant to the bottom line given more than two orders of magnitude difference between the number of employees and customers (~260,000 employess vs ~100 million wireless customers without counting landline, internet, and TV customers). [http://www.att.com/gen/investor-relations?pid=19251 http://www.att.com/gen/investor-relations?pid=19251] The fact that they are leveraging legacy business processes rather than reengineering them for the sake of aesthetics (keep in mind thtat even with reengineering Aaron would still be scanning his receipt and the person in accounting would still be dealing with a PDF and it doesn't cost them anything to use idle bandwidth because they own the pipe). Don't misunderstand me, ATT doesn't get any of my money because of my past dissatisfaction with them. My point is that it is a mistake to misinterpret their webpage in the way the article does. [edit] In fact the process of converting PDF's into faxes and back into PDF's makes a lot of sense from a document management standing because it will convert Aarons 2400 dpi 32bit scan of a Chili's receipt to the 100 dpi 1 bit image which is sufficient to do the job. Thereby reducing long term storage costs, standardizing the stored format, and almost certainly integrating with the initial portions of the office automation system which no doubt were designed to convert faxes from the field into digital documents for use by accounting staff.

brudgers 15y ago

The experience of an employee such as Aaron Patterson is pretty much irrelevant to the bottom line given more than two orders of magnitude difference between the number of employees and customers (~260,000 employess vs ~100 million wireless customers without counting landline, internet, and TV customers). [http://www.att.com/gen/investor-relations?pid=19251 http://www.att.com/gen/investor-relations?pid=19251] The fact that they are leveraging legacy business processes rather than reengineering them for the sake of aesthetics (keep in mind thtat even with reengineering Aaron would still be scanning his receipt and the person in accounting would still be dealing with a PDF and it doesn't cost them anything to use idle bandwidth because they own the pipe). Don't misunderstand me, ATT doesn't get any of my money because of my past dissatisfaction with them. My point is that it is a mistake to misinterpret their webpage in the way the article does. [edit] In fact the process of converting PDF's into faxes and back into PDF's makes a lot of sense from a document management standing because it will convert Aarons 2400 dpi 32bit scan of a Chili's receipt to the 100 dpi 1 bit image which is sufficient to do the job. Thereby reducing long term storage costs, standardizing the stored format, and almost certainly integrating with the initial portions of the office automation system which no doubt were designed to convert faxes from the field into digital documents for use by accounting staff.