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Rogers Ranks Lowest In Canada Wireless Customer Care


Many observers and former employees say it is run like an offshore sweatshop, complete with stressful bullying No quality customer service can come from such a dysfunctional work environment. The gig economy philosophy is apparent with employee’s reduced to total submission to draconian work rules, total surveillance of all voice and written communication, and apparent high turnover. Burnout is common. Three years ago, there was something of a Sykes employee revolt, when a number of supervisory employees were fired, and an anonymous broadcast email was posted describing the poor management practices. Outsourcing like this has been a common means to cut costs in the wireless industry.

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The Importance of “Convergence” In Market and Industry Analysis


If You Get Technology “Convergence” Wrong, Nothing Else Matters I came across this book during my most recent visit to the UBC Vancouver campus.  As good as I think this book is at focusing attention, in workbook style, on the importance of market and industry analysis in new venture due diligence, there is an issue […]

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Partnerships, Collaboration and Co-opetition: More Important Than Ever


In the simplest terms, the concept here is how a company can potentially increase both revenue and market share by executing a strategy to work with direct or indirect competitor(s) to the benefit of both, a win-win. The old Arab saying, “My enemy’s enemy is my friend” also applies. It can also be as simple as joining an ad hoc collaboration among a group of companies or a standards group to create market order and simplicity from an overcrowded and confused market. Customers invariably respond to products that provide the greatest value and paths to long-term increased value and cost reduction. Collaboration or “Co-opetition” is one of the most effective means to achieve that goal, particularly in an economic environment where “flat is the new up.”

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Everything You Need to Know About Google’s Fi Wireless Service


As some may already know, Google is launching its Fi mobile phone service in the United States, and with aggressive expansion plans, hopefully, into Canada and Europe. Google has partnered with Sprint and T-Mobile in the United States. But the intriguing aspect of this new business is Google’s intent to offload phone service to WiFi wherever possible. This prospect has been looming in the wings for awhile, with the talk of true Metro-scale WiFi using VHF white space, and Google’s innovative experiments with “Loon Balloon,” (see my earlier post), and with low orbiting satellite WiFi coverage. Whether these risky and expensive experiments will materialize is another question. However, the prospect of wider area, stronger signal metro WiFi continues to move forward. Google’s hybrid approach using both mobile service frequencies and WiFi to provide full mobile voice and data service is beginning to sound very interesting.

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FCC To Propose Strong Net Neutrality Rules


In an extraordinary turn of events, the U.S. Federal Communications Commission appears set to implement strong new rules, later this month to enforce Net Neutrality on the Internet. If the new rules are implemented, it will have major favorable implications for future global Internet policy with the International Telecommunications Union in Geneva, Switzerland. This means simply that all traffic on the Internet will be treated equally and fairly, which is one of the founding principles of the Internet, since its invention by Sir Tim Berners-Lee, Vin Cerf and others back in the 1980’s.

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What are the historical shrines of Silicon Valley?


The answers to this question make a great tour of Silicon Valley history. I added my own answer: the historic bronze plaque commemorating Bob Noyce’s invention of the integrated circuit. It is outside the front of the old Fairchild Semiconductor building, at the corner of Ararstradero Road and Charleston Road, and is almost completely forgotten. Probably the most important invention in our generation. Like so much of Silicon Valley, it is very difficult to easily visit the most important sites or get any sense of their significance. But this list is very good. The historical significance of some of these places will be instantly obvious, others less so. They are all important, so it’s your homework assignment.

i.e. the places of great historical significance to the technology industry … HP Garage, Googleplex, Shockley Semiconductor office, etc.

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Netflix thinks its peering deal with Comcast should be a net neutrality issue before the FCC. So do I!


Originally posted on Gigaom:
Netflix has come out in favor of some sort of government intervention when it comes to ISPs that charge content providers for capacity at the edge of their networks, claiming Thursday that it should be a network neutrality issue. The internet video provider recently paid Comcast for direct access to the…

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“Culture of arrogance” felled Nortel, anti-climactic Ottawa U study concludes. Was RIM any different?


This is another on my series on industry analysis. The recent University of Ottawa study on the demise of Nortel Networks, tells us what many of us already knew. The most important constructive criticism of this study is that it should have been done years ago. The Nortel collapse was followed by a surprisingly similar scenario at RIM, now Blackberry. Mike Lazaridis, who served as RIM’s co-CEO along with Jim Balsillie until January, 2012, are generally considered to have failed to respond adequately to the market encroachments of Apple’s iPhone and Google’s Android phones, as Blackberry’s market share plummeted. I recently showed my undergrad and graduate strategy students a video of a Charlie Rose interview with John Chambers, CEO of Cisco Systems. Chambers emphasized the acceleration of the Adizes corporate life cycle, in many cases to less than ten years, and the need for constant reinvention to survive in this challenging and rapidly changingnew world.

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Setback for Net Neutrality May Actually Speed Its Adoption


Yesterday, the United Stated Federal Court of Appeals in Washington, D.C. issued a ruling that was essentially a “technical” setback for the notion that all Internet traffic should be treated equally, better known as Net Neutrality. The ruling now permits giant corporations like Verizon, NBC/Comcast, and Time Warner to charge higher fees to content providers like Netflix, Amazon and even potentially, Google. If that sounds bad for consumers, you are right. This decision was essentially caused by an earlier decision of the U.S. Federal Communications Commission to maintain a free and open “hands off” policy, and not regulate Internet traffic, considered evil by Internet purists. But the effect of this Court ruling may be greater evil, leading to the conclusion that “common carrier” regulation may be the lesser of two evils.

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The internet of everything–annihilating time and space


Originally posted on Gigaom:
Which modern technology “enables us to send communications…with the quickness of thought, and to annihilate time as well as space”? If you answered “the internet,” you’re right. If you answered “the telephone,” “the television” or any other speed-of-light telecommunication technology, you’re also right. That quote is from an 1860 book by…

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