Thread regarding Truist Bank layoffs

Customer service and technology employees differ significantly from shopfloor workers, rendering the principles of Scientific Management and productivity gains through motion studies irrelevant and ineffective in these roles.
However, Truist, as a service-oriented company, places undue emphasis on the Sapience tool to measure productivity. While this highlights Sapience’s success in marketing and selling its productivity tool to large corporations, it raises concerns about its appropriateness for evaluating service and technology roles.