Intercom, Volume 17, Number 5, November 1983 Page: 24 of 88
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Service and Support
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Indeed, the managers came
away from this meeting with more
information than perhaps any
meeting in the past. One prime
reason was the smaller breakout
rooms offered the opportunity to
speak with management in a more
intimate atmosphere. McClure and
Goyne, were joined by Directors
Cliff Tully, Ted Kent and Henry
Chiarelli in a management group
that spoke to each breakout room.
Technical Support Director Tom
King led a crew of Tech Support
instructors and technicians in an-
other group.
National Parts Director Jerry
White enlisted the help of several
department managers to form a
panel to answer questions con-
cerning National Parts ordering.
Contract Services Director Mike
Wilemon along with Operations
Manager Cindy LaHue, Sales
Manager J.R. Price, Data Systems
Manager Dan Bowman and Pro-
grammer Marvin Shelton formed
the Contract Services panel.
From the corporate standpoint,Personnel Vice President George
Berger and Radio Shack Control-
ler Bob Myers each made appear-
ances at each of the rooms to
answer managers' questions.
In his opening remarks, McClure
set forth the two main goals for
Service Operations during the
coming year. First is to get the
managers more involved in run-
ning their service centers. "Our
managers have always had a lot of
input about the running of their
center," says McClure, "but there
have been some areas inherent in
the system that held a manager
back from feeling he was in control
of the operations of his center. We
are trying to find these areas and
give the managers the opportunity
to feel they are running their own
business, and spending their own
money. We want them to be consci-
entious about the things that are in
their control such as cost control
and employee relations. We're re-
ally just putting the responsibility
of running a successful service
center where it belongs, with the
manager.
The second goal McClure out-
lined was to have no more than atwo day turnaround time on 43 se-
ries products. "The telephones
market has outstanding growth po-
tential for company business,"
says McClure. "Telephones have
lost their luxury item status and are
now a necessity. We need to make
sure that our turnaround time on
phone repair is not a hindrance to
our telephone sales. No one in the
industry has as good of a turn-
around on telephones as we do
now! But we need to make that
even better than it is now. This is
going to be a large part of our busi-
ness, so we need to be prepared
for it.''
In a Monday morning address to
the managers, Western Division
Director Henry Chiarelli spoke
about the importance of profes-
sionalism in the service field. "Be-
ing a professional means to have
excellent reactions; to do thing
now! The image you project is the
image of Radio Shack. That must
be a positive image."
This year's meeting was truly the
most informative and reflective
meeting ever for service opera-
tions. Congratulations, and reach
for "MORE" in '84.King receives third annual National Service Award
Tom King, the newly appointed
director of the Technical Support
Department, was named the recip-
ient of the 1983 National Service
Award at the Service and Support
annual meeting.
The award was established
three years ago to honor the em-
ployee in support services that has
extended the greatest effort and
assistance to the service opera-
tions area and has been recog-
nized by his fellow workers as an
asset to their department and to
the Company.
This is the third National Service
Award presented at the annual
meetings. In 1981, Janet Banner,
order processing manager, Na-
tional Parts, won the award. Last
year Sharon Evans, now manager
at Service Center 0309-San
Bruno, Calif., won for her work
while at National Parts.
Congratulations to Tom King.
22Tom King (right), director, Technical Support Services, receives the National Service award
from Service Operations National Director Bud McClure.
INTERCOM, NOVEMBER 1983I
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Tandy Corporation. Radio Shack Division. Intercom, Volume 17, Number 5, November 1983, periodical, November 1983; Fort Worth, Texas. (https://texashistory.unt.edu/ark:/67531/metadc1764450/m1/24/?q=waco+tornado: accessed July 16, 2024), University of North Texas Libraries, The Portal to Texas History, https://texashistory.unt.edu; crediting UNT Libraries Special Collections.