There is a common thread from the various people in various departments I have communicated with.
They keep laying off people and move the work load to the ones that remain. Repair, service delivery, PCs and PMs all say the same thing. Too many orders and tickets for them to work. They also say that there is too many layers of management above them. We need to stop laying off the people at the bottom who are needed to progress an order to completion or work a ticket to restoration. I have gone through the organization chart and I can see that we have way too many in management. We don't need that much management.
If you look at some of the direct managers you can see that there are not many that report to them. Why not get rid of some of them? Mostly those managers just sign off on timesheets and deal with petty drama within the various teams.
If we need to trim some fat in this company to make it more profitable, why not start there? Getting rid of those that actually work orders and tickets is only harming us in the end.
This isn't blaming those in management but pointing out a fact that we are way too bloated in that area.
Repair technicians and those in service delivery only have so many hours in a day to work their tickets and orders. If a customer doesn't have a repair or order completed in a timely fashion, they leave. If a coordinator is overwhelmed with orders and doesn't scrub them to clear out issues thus causing delays during install and activation, it costs us.
In the end, it's about the customer experience. They pay us for services.