Business Services Industry
It takes more than technology
Chief Executive, The, Nov, 2004 by Ronald R. Patterson
I read with interest your story on how Bob Nardelli is applying technology to transform The Home Depot ("The Depot Goes Digital," Cover Story, October). I am all for productivity improvement, but you can only reduce staff so much before you destroy the product.
If my own experience as a Home Depot shopper is an indication of the company's future, there may not be a business left to utilize all the new technology. I've visited a Home Depot twice in the last month and both times had to hunt down staff to answer my questions. When I managed to find staffers, they were engaged in activities other than assisting customers, and their knowledge of available products was less than desired.
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Ronald R. Patterson
President
R. Patterson Associates
Keller, Tex.
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