Anybody work in support? The whole organization is trying to ki-l itself with metric after metric. Pick a lane. Sheesh
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I’ve done that too. You get to a breaking point and SOMETHING has to give.
One of the things I realized about providing garbage data when asked for metrics is that even if front line directors are providing garbage to senior directors in the org, accountability is impossible. By the time the higher ups figure out that they've missed their targets in early Q4 it's re-org time again and the process perpetuates. So there's no accountability at any level within management.
Maybe she had inside info re: reorg? Or maybe she thinks something getting ready to come down. Maybe hopefully handcuffs? Sayonara VP!
w/ 28,000 new payroll additions + cutting 1 billion in expenses …if they net 1 billion expense cuts then cuts could much more. Maybe w/ middle management VPs go!
That could be the next surprise after being used to do the dirty work.
Maybe white male VP will be on short list.
If Female, younger, smarter & darker…maybe a good day for you coming soon!
There was a VP/SVP who had recently quit support. Have they replaced her ?
“ I got to the point where to deal with this I simply made up metrics. Literally pulled them out of my a$$. Pretended I talked to this customer, that customer, attended such and such on-site meetings and so on. An entirely creative exercise, though it got my boss off my back and allowed me to work on the things I knew I really needed to work on.”
😂
I’ve done that too. You get to a breaking point and SOMETHING has to give.
This is what got ruined when MS took over
I swear 30 percent of my time was involved with completing some stupid metric task which only function is to make a pretty dashboard and has zero affect on customer service.
I think you're missing the point, even though I'm sure what you say is true. The metrics are about making your boss look good. That's it. They need to show that they are on top of their roles by providing all these "up to date metrics" to their bosses. That's the point. It has nothing to do with customers at all.
I never worked in Oracle support (I was in a technical pre-sales role) we were asked to do the same id--tic rollup of "metrics", formatted one way one day, then in sales cloud the next day, then some other random spreadsheet format for an urgent meeting the boss had to attend ASAP (so drop everything and get it done, TRIPLE URGENCY). It went on and on.
I got to the point where to deal with this I simply made up metrics. Literally pulled them out of my a$$. Pretended I talked to this customer, that customer, attended such and such on-site meetings and so on. An entirely creative exercise, though it got my boss off my back and allowed me to work on the things I knew I really needed to work on.
What is hilarious is that I was never called out about this. Never. Total garbage into management's system, total garbage out as they regurgitated the data to their bosses. Unbelievable... the level of disfunction was extreme to the point of everything in our organization being a joke - yet everyone still pretended it was all good. And it's all too damn funny now in hindsight.
I swear 30 percent of my time was involved with completing some stupid metric task which only function is to make a pretty dashboard and has zero affect on customer service.
At least there is great job satisfaction in a job well done when your boss specifies the day's random metrics that are demanded ASAP and you drop everything in order to give him/her what's needed for the current fire drill. Be sure to take some pleasure in your own ability to do this every time your boss snaps his/her fingers - you are demonstrating your professionalism.
Do y’all still have the dashboards with the red,yello, green dials? I so miss that….NOT!