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In case you hadn't heard, it's Customer Service Week! We'd like to take the opportunity to honor and recognize ALL of the individuals across the world-wide Rational Client Support organization who are dedicated to your success every day.
And did you know? They aren't just on the phone or responding to emails. They are writing technotes, whitepapers, and redbooks. They are contributing to user groups, communities, and social media outlets. They are speaking at conferences. They are conducting early client programs. They are a tireless bunch, maniacally devoted to solving issues and helping wherever they are able.
We have been highlighting a few of these support stars on our "Meet the Peeps" interview series here, providing a "face" to the support and service side of the company. One of the recurring themes I have seen in these interviews really highlights the core of what Customer Service Week is all about: the people. Almost every interviewee has indicated the best part of working for Rational Client Support is the people. And I couldn't agree more. Having worked in a Technical Support role for much of my career, I can honestly say, my colleagues and clients alike were (and still are) the best part of the job, providing challenge, motivation, and best of all, inspiration.
But don't be fooled, those interviews only represent a small sampling as the breadth and depth of our tireless support organization, like an iceberg, is far greater than what can be seen sticking out of the water (or blog for that matter). With that in mind I'd like to ask you to take a minute sometime this week and let your support engineer (or any customer service worker) know how appreciated they are. Those small thanks really do go a long way!
Photo credit, Bryce Johnson, http
IBM Rational Rhapsody family provides a collaborative design, development and test environment for systems engineers and software engineers. It uses Systems Modeling Language (SysML) and Unified Modeling Language (UML) to enable rapid requirements analysis and visual, model-based design.
The UML diagrams are views into the underlying semantic system model; each kind of diagram emphasizes some aspect of the model.
Example - Dynamic aspects is represented by behavior diagram - State chart.
Statecharts define the behavior of objects by specifying how they react to events or operations. The reaction can be to perform a transition between states and possibly to execute some actions. When running in animation mode, IBM Rational Rhapsody highlights the transitions between states.
The discussion covers few modeling challenges with state chart using Rational Rhapsody and how to over come those challenges:
1) Evaluation of condition connector in state chart
A scenario where a variable (count) is decremented before the condition connector and is expected to terminate if value of variable is 9 (count==9).
However, on executing you observe that the condition doesn’t take the change in the variable on the transition. Instead it takes the initial value of the variable for comparison.
The work around here is to have an additional dummy state in between to get the desired output.
2) Multicasting with rapid ports in layered structure
Currently, the multicasts of event via rapid ports (ports that have no provided/required interfaces) are supported only from a direct invocation.
Example - One sender object and two receiver objects
Consider a scenario where the event is first sent from the Class A's object(itsA) and then it reaches the Class B's object(itsB), from where it is delegated to its 2 inner parts(itsB1 and itsB2
No multicasting is available on having multi layered structure.
The Workaround is to add an additional state chart and MULITCAST_GEN() macro in class B.
3) Working of Reaction in State
In a single state for a Reactive class, you would expect to continuously print a statement after elapse time of tm (1000). However, upon execution it prints only once instead of continuous timer.
Using a tm (1000) as a trigger for a reaction in state means that 1 second after you enter the state you'll be triggered. It's not a continuous timer.
To restart the timer you have to exit the state and re-enter it. It needs a design change as below.
4) Combining Junction Connector and Condition Connector in a state chart
You would like to have several events from a state and a condition to determine the other state.
You cannot join several transitions into a condition connector neither you can have a transition from a junction connector to a condition connector.
However, you can model to add a dummy state in between that will further evaluate for condition connector.
Today we are delighted to spotlight Wendy Toh. Wendy is RCS's new Vice President responsible for managing the worldwide client support organization for the Rational division in Software group. Born in Malaysia, Wendy moved to the United States in the early 1980s, graduated from the University of Florida with a BS in Mathematics and Computer Science, and subsequently started her career with IBM. She has some serious and long work days in her role as VP, but gets through them all successfully by following her personal mottos, as you'll find out below:
Tell us a little about yourself: who are you, what is your role in Rational Client Support?
I joined in January 2010 as the Vice President of RCS. I am excited about this new role and looking forward to meeting the team and working on making 2010 very successful.
How long have you been working for IBM and Rational?
I've been working at IBM since 1989 and in Rational since 2006.
Have you had any other roles in Rational?
Yes. I've been the development director for the Enterprise Modernization Tools & Compilers (EM&C) team as well as the Enterprise Architecture and Analysis Design Construction (EA/ADC) teams. I've also been an executive sponsor for the Rational China Development Lab working with Charles Yan. Finally, I'm the executive sponsor for both of the Research Triangle Park Asian and Women's Diversity Network Groups.
Describe a normal day for you.
I arrive between 7:30AM and 8AM and catch up on emails. Typically I have 7-8 hours of meetings scheduled each day. I prefer to leave the office around 6PM to go workout or take a break. I am usually online in the evenings 2-3 days a week to catch up on email. Like many of you, I also take late calls from home. Finally - I travel quite a bit - probably about 50% of my time - to visit our clients. I plan on getting to Singapore, Kuala Lumpur, and Sydney in April, followed by a visit to Bangalore, Stockholm, and Amsterdam in May, before I head to Orlando for Innovate 2010! This doesn't include short trips that arise suddenly due to critical situations.
What type of gadgets do you use?
Blackberry Tour, Kindle, iPod, MacBook
What gadget, which you currently own, can you not live without?
My Blackberry Tour cellphone
What is your favorite part of working for Rational Client Support?
The people!! Even when it's stressful most folks keep their sense of humor! I also like the fact that we can make a positive impact on our clients in helping them get productive!
What are you passionate about?
Enabling people to reach their full potential while maximizing their contributions to IBM and IBM customers.
How do you define success?
Being joyful and happy in all aspects of my life. While I do put a lot of time and energy towards my job, it's my family and friends that keep me grounded. I also believe we must succeed by living and working by a consistent set of core values that reflect our personal beliefs and ethics.
Any other fun tidbits of information about you, your job, or RCS that you'd like to share?
I enjoy sports and music very much. I'm a big Florida Gators fan (that's an American college football (not soccer) team for those of you who live outside North America :-). Some artists on my iPod playlist: Pink Martini, Dwight Yoakam, Trisha Yearwood, George Strait, ABBA, Chris Isaak, Gwen Stefani, Kelly Clarkson, Dwight Yoakam, Reba McEntire, Frank Sinatra, The Mavericks.
Here are the mottos I live by:
1. Sometimes you're the windshield, sometimes you're the bug
What have you planned for your next vacation(s)?
Weekend getaway in New Orleans at the end of March, then a 12-night Mediterranean cruise in the summer...woo hoo!
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Personal eminence has been on my mind a bit lately, which has led me to take a few actions of my own including my individual addition of an About.Me profile (Kelly has one too ), to signpost our own eminence in the digital spaces. You're going to read that phrase (digital personal eminence) a LOT below, so let me quickly define that out for you: eminence is a position of distinction or superiority. Personal digital eminence, then, is about the power of your electronic presence as a brand; your individual distinction on the web. I'm working to improve mine, and Rational Client Support's of course, but that is easier said than done.
We all know the big brands online. I am guessing you can easily name 5 right off the top of your head without even trying. Individual -people- are a bit more difficult to identify, though I am sure you could still easily name 5 within a short amount of time. These are brands and individuals who likely have rock-star status across the globe; the ones which are known beyond social or cultural boundaries. But that is only the tip of eminence, as both brands and people need to be knowledgeable in their areas in order to really solidify their standings.
In a general context like this, it is very difficult to gain that level of eminence without being a large-scale celebrity. But what if we look at particular contexts within spaces that are important to us? The spaces in which we play on a daily basis... Personal eminence in these contexts can be seen all around you. In the support world this is displayed by those whom are always readily answering questions or sought after for advice. Personal -digital- eminence is just as easily seen if you are involved in forums, user communities, or subscribe to blogs or RSS feeds: it is found in the people you follow, the people who are visible, the people who are always learning and more importantly -sharing- in the digital realms.
Building this personal digital eminence for yourself, however, isn't overly difficult, and is ultimately important for you as well as for your company whether it is IBM or a small unknown start-up. Individually, personal eminence is a direct influence on career success. Now imagine a company which boasts a large number of individuals who all have some level of personal digital eminence... you're likely imagining a very successful company that has a solid, trust-worthy brand backing it up; a company who's name elicits that sense of reliability, much like IBM, I'm guessing.
A quick connection of the roll up from personal to corporate eminence should tell you exactly how important this can be to individuals and businesses alike. It is for this reason that I encourage everyone to join the conversations in your spaces, as yourselves; to step forward and take control of your own personal digital eminence.
Of course, participation alone isn't enough. Not only do you need to be active in your communities and networks, but you need to be authentic as well. Don't be afraid to stand out as a subject matter expert, but don't try and pretend you're one if you aren't. Take criticisms in stride and admit mistakes when they happen (oh, and they will happen). Be open and honest with your opinions, and listen to others as well. Genuine communication is not only a key to building eminence, but also a good life skill as well! Of course, it is this kind of authenticity paired with activity which will skyrocket your personal digital eminence to new heights, improving your company's brand eminence as well as your own career.
I'll ask you now to heed this as a call to action for both IBMers and the public alike: Get out there and distinguish yourself in -your- space. Be passionate, become the subject matter experts, give back to the communities and forums you frequent, and become your own individual brand. Only you can control your personal digital eminence, but it can benefit so many more!
Image credit: (cc) flickr user RambergMediaImages