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KrK
Heavy Artillery For The Little Guy
Premium
join:2000-01-17
Tulsa, OK
 ·AT&T Yahoo
·AT&T DSL Service
 ·Cox HSI
·AT&T Southwest
| reply to PhoenixDown
Re: Management always blames the employees...
said by PhoenixDown  :"Our employees failed to execute our brilliant management strategy." Can't say I ever heard that one... Ok, let me clarify. They don't come right out and say that...
... but here's what they do do. They add new programs and systems, procedures, all the while touting efficiency and time management. In order to save money and boost profits, they reduce staff and employees. Basically they start overloading and overstressing employees. They insist that they are adequately staffed to meet customer's needs, but employees are forced to cut corners and produce numbers and simply cannot spend the time on quality of service or tasks as is needed. Customer service standards and appearances fall, but management insists that the employees are to blame. Meetings are held and negative feedback or customer survey results are shown to the employees and you're told flat out by supervisors that the employees are failing to do their jobs properly and crack downs are coming.
This is often coupled with threats about performance bonuses etc being taken away and/or cut. In response to these issues, instead of addressing the staffing issues, they make standards harder and start holding employees personally responsible for dissatisfied customers (IE have supervisors enforce even more rigid guidelines, or add more to inspections, or make negatives count off for more "points" on performance evaluations or however each company handles it.)
This of course worsens the situation. People are forced out of their positions, or quit, or are fired. Morale is trashed.... Employees can't pass communications or problems up the line because it's viewed as "bad attitude" or "not being a team player" or even as "against the Company's values" etc which teaches the employees to keep silent and allow the problems to go on unchecked and unfixed.
Result: More customer service problems, and the situation continues to deteriorate. Unless something radical happens, this will go on for a long time and eventually the company will start to crater. Many good companies skate along on their previous reputation for a long time before this finally comes back to haunt them.
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"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!) | |
viperlmw
Premium
join:2005-01-25 | Krk, I applaud the insightfullness of your post. I think you have described the situation brilliantly! | |
KrK
Heavy Artillery For The Little Guy
Premium
join:2000-01-17
Tulsa, OK
·AT&T Yahoo
·AT&T DSL Service
·Cox HSI
·AT&T Southwest
| Unfortunately I learned the hard way, from experience... 
/sigh I currently work for a company that while still is "Good" they are definitely headed the wrong way.... And the sad thing is, they used to be AWESOME to work for, the kinda company you tried to get your friends and family to come work for. Now if anyone asks (in private) you have to be honest and warn them off a fair bit.
It's too bad, really.
--
"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!) | |
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