Customer service - a defect in a technical society - Professor Roger James

This summary br Professor Roger James - http://www.rogerjames.net/ - University of Westminster, for a talk given the the BCS (Bristish Computer Society) Sociotechnical group https://owa.uwe.ac.uk/exchweb/bin/redir.asp?URL=http://www.bcs.org/server.php?show=nav.9926 summarises current problems and possible solutions for IT customer service. This highlights how better concentration on end-user requirements can save resources in the use of the technology.

I've copied the talk summary below -

"The genius of Google is you get a first rate technical experience with zero support [ie no customer service department]. Their whole business model is service free - relying instead on great technology, building and maintaining user competence and an ethos of self help. As a trivial but pertinent example there are approx 3500 books on Microsoft Office and 5 on Google apps - yet google apps offers substantially the useful elements of office. Should we consider this 'inbalance' a defect in Microsoft Office and should we anticipate a campaign on service quality akin to the six sigma product quality initiative over the last 20 years. Can one argue that technology is finally becoming sufficiently mature and ubiquitous to imagine this happening?"