Xerox is implementing a new service philosophy, just show up! The idea is to train everyone on everything with the goal of having a tech just show up at an account just to stop the clock. Management doesn't care if the tech has the skill or the parts to fix the machine, they just want to make response time. Tis is how you do more with less. Good Luck!!!!!
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The same holds true in manufacturing. Just show up and draw your check. OT and all. You don't have to be productive. Minority? You have the get out of working cards.
If only they could have highly-skilled people answering the phones with the skill set to help them solve their problems remotely. Oh wait, they had already and it all went to Guatemala....
No. You're wrong. As a customer service agent, we get worked to the bone. There are so many things we need to do first before we send a technician out UNLESS the account is a non-trounleshooting account or if Los is low, which lately it has been because everyone has been quitting and we are so short staffed!
Been like that forever...wasted driving, wasted time non trained tech could have been working on things he/she could have been working on. Typical s*hit management pulls!
Nothing new here.