+Accsys (Pty) Ltd supplies software and services. We sell the software under licence and provide regular software updates and improvements, training and a phone service for assisting with queries. Our consultants neatly fit the definition of knowledge workers. Having spoken to other companies with similar business models, there seems to be a common thread that there are clients that see service charges as a grudge purchase. While Service Level Agreements (SLAs) may alleviate this, many companies would rather handle payment for on site service on an ad hoc basis. The problem is that software is not tangible, and quantifying the value of the time that is being charged for services is challenging. In addition, there may be a lack of trust in the amount of time really needed to do the job. Recently, I visited a medical specialist. I was kept waiting in reception for over an hour, and then spent 48 minutes in his rooms. The charge was R4 800, yes, R100 per minu...
Its just my opinion.... Sharing thoughts, experiences and insights on business issues (and a few personal ones too)