It is worrisome that the leadership does not seem to care about the quality of work. Maybe they think that the company can somehow survive with such poor work quality?
Unfortunately, I'm stuck here because I didn't leave this sinking ship on time. My mistake.
5 replies (most recent on top)
Most Xerox metrics are bureaucratic
humdrum thought up by brainless managers and useless HR flunkies with no bearing on the day to day work performed by the employees.
You managers never question your overlords, just once tell them the truth.
MONEY GOES WHERE IT’S TREATED BEST!
speak your mind!
Tony won’t choke you to death, the most he can do is fire you for being smarter than him.
Was told the same exact thing about metrics. Learn to play the numbers, you'll be a hero. That's all it takes now apparently.
Just quit that dump!!
Based on recent meetings, X is worried about meeting useless metrics. None of which measures customer satisfaction or quality of work.
X is worried about call volume per day, cost per call, call closeouts per day, first and last call times, and overall time spent "working".
None of which account for quality or customer satisfaction.
Working in services mean you try to make the metrics first, parts second, customer satisfaction maybe third?
We spend hours in meetings about making metrics but never about actually taking care of our customers.