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Corporate Hypocrisy
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<blockquote data-quote="pretzel_man" data-source="post: 695996" data-attributes="member: 927"><p>IOWA,</p><p> </p><p>Your question is a good and fair one. First, let me explain the "no excuses" portion of the measure.</p><p> </p><p>It used to be that when we measured service with SEAS, we excluded many things from the measurement. If a customer was not in, or a bad address, or closed, or NSP, etc.... What happened is that our internal measures looked great, but the customer didn't get better service. We just thought up more ways to find an "excuse" by putting an exception on a package.</p><p> </p><p>One of our leaders (Cal Darden I think) said that we need to measure ourselves closer to the way our customers see us, not how we see ourselves. He said our measurement had to include "no excuses". So we had a "no excuses" measure. Overnight, the metric plummeted. Over time however we started fixing real problems and now our service is at an all time high.</p><p> </p><p>Does this mean that there is an expectation of no mistakes? I think not. By the way, here is a little trivia. Hub missort standards have been 1 in 2500 since before I started. That was calculated based on employees being 98% effective. It was based on a "double check". Out of 2500 packages, a pickoff put 98% of them in the right load. That meant the 50 potential missorts exist out of 2500. The loader catches 98% of those. That's leaves one in 2500.</p><p> </p><p>I am very much against stupid warning letters. Always have been. Its a waste of time and paper. On the other hand, I'm also against a blanket statement that says never sign a warning letter. </p><p> </p><p>P-Man</p></blockquote><p></p>
[QUOTE="pretzel_man, post: 695996, member: 927"] IOWA, Your question is a good and fair one. First, let me explain the "no excuses" portion of the measure. It used to be that when we measured service with SEAS, we excluded many things from the measurement. If a customer was not in, or a bad address, or closed, or NSP, etc.... What happened is that our internal measures looked great, but the customer didn't get better service. We just thought up more ways to find an "excuse" by putting an exception on a package. One of our leaders (Cal Darden I think) said that we need to measure ourselves closer to the way our customers see us, not how we see ourselves. He said our measurement had to include "no excuses". So we had a "no excuses" measure. Overnight, the metric plummeted. Over time however we started fixing real problems and now our service is at an all time high. Does this mean that there is an expectation of no mistakes? I think not. By the way, here is a little trivia. Hub missort standards have been 1 in 2500 since before I started. That was calculated based on employees being 98% effective. It was based on a "double check". Out of 2500 packages, a pickoff put 98% of them in the right load. That meant the 50 potential missorts exist out of 2500. The loader catches 98% of those. That's leaves one in 2500. I am very much against stupid warning letters. Always have been. Its a waste of time and paper. On the other hand, I'm also against a blanket statement that says never sign a warning letter. P-Man [/QUOTE]
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