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Let me start by saying that I manage some Labs IT locations in Canada, the US and South America (Brazil).   None of these locations are the ‘BIG’ ones…NSQ, etc.    The people I have onsite at these locations are outstanding!  No questions in my mind at all….they give 100%, get the job done and are celebrated by the LOBs and Dev teams onsite.    I have to shake my head though when I hear users talking about going to NSQ or Vancouver or Waldorf…..and they start going on and on about what the people there have compared to other locations.    I have had numerous people chat with me about our locations and why we don’t have an MSC (Mobile Solution Center) there.    I decided to check things out for myself.

Recently I was at NSQ  and then Vancouver for a week and took the opportunity to wander down to the MSCs (Mobile Support Center) to check them out.    I have seen the announcements, the videos on the portal….it looked great.   I caught myself wondering though…..why is it that there was so much hoopla about the MSCs opening?   What is it about the MSC that has people on other sites asking for it locally.

I looked at what was available at the MSC, talked to some people there and some who had used the MSC.    I went back and started comparing it to what our offices do in the other locations:

WHAT WE HAVE OR DO LOCALLY                                              

Do we help people that walk up………………………………………..yep             

Do they bring their mobile devices (phones/tablets/laptops)….yep            

Do we give them training if they ask…………………………………..yep            

Do we demo stuff if asked………………………………………………..yep            

                                                                                                                    

WHAT WE DON’T HAVE OR CAN’T DO LOCALLY                       

Do we have a big sign………………………………………………………nope

Do we have a cool queue tool……………………………………………nope

Do we have a tool that will create tickets automatically………….nope

Do we have a full assortment of available devices………………..nope

Do we have expensive furniture or counters/tables……………….nope

Everything I came up with that is not onsite in our smaller locations, seems to be the ‘show’ stuff.    Are the people onsite doing the actual work?  Damn right!

It is great that we pay attention to the Big things and sites.  I think though that we easily forget the smaller sites, where we happen to deliver just about all the services the big sites do as a normal state of affairs……no big signs, no ribbon cutting, no hoopla       

The MSC has some great ‘things’…..auto ticket creator, queue monitor, large assorment of devices that are available to users.    We should be rolling this out to all locations where possible.   The app that was created for queing and ticket creation…OUTSTANDING!!!!  Roll it out to the offices.   Inventory of available devices……just do it.    We have the people, the talent, the customer service skills….in short we have everything in our office locations aside from the ‘show’ stuff.   We should easily be able to roll some of that out as well.

Let’s hear it for our small sites that sit in the shadows sometimes….they are all equally as deserving of the praise and visibility that occurs at some of our larger sites 🙂

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