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<blockquote data-quote="pretzel_man" data-source="post: 768246" data-attributes="member: 927"><p>Sober, </p><p> </p><p>There is a lot in this post that I agree with...</p><p> </p><p>However, I see the true problem as something different. I think that fear is the sympton not the cause....</p><p> </p><p>The cause is management that is either unskilled, untrained, or ineffective. As you said, its NOT the metric.</p><p> </p><p>Here is MY example... I was in a center this week... I saw something wrong and told the business manager that he needed to make a change. He said he could not, because he was measured on that element and if he was less than x% would be called on it.</p><p> </p><p>I decided to train him on what the metric meant. How to properly achieve it. Just because x% is the goal, it doesn't mean that every driver has to be at that %. I taught him about controlled dispatch, about dispatch principles, and about how the systems work.</p><p> </p><p>We fixed the problem that I saw, and also found other drivers that needed to have an adjustment. In the end, the metric was met (or pretty close) and we improved the business.</p><p> </p><p>My point is that the metric was good in this case. The problem was a blanket statement and not understanding why the metric is there. When someone does not know how to achieve a metric they try to do so by brute force. This is a problem. </p><p> </p><p>Of course, I understand that after 34 years, I may not be afraid of any consequences and therefore have no "fear".. I'm hoping he now has no fear of this metric either.</p><p> </p><p>P-Man</p></blockquote><p></p>
[QUOTE="pretzel_man, post: 768246, member: 927"] Sober, There is a lot in this post that I agree with... However, I see the true problem as something different. I think that fear is the sympton not the cause.... The cause is management that is either unskilled, untrained, or ineffective. As you said, its NOT the metric. Here is MY example... I was in a center this week... I saw something wrong and told the business manager that he needed to make a change. He said he could not, because he was measured on that element and if he was less than x% would be called on it. I decided to train him on what the metric meant. How to properly achieve it. Just because x% is the goal, it doesn't mean that every driver has to be at that %. I taught him about controlled dispatch, about dispatch principles, and about how the systems work. We fixed the problem that I saw, and also found other drivers that needed to have an adjustment. In the end, the metric was met (or pretty close) and we improved the business. My point is that the metric was good in this case. The problem was a blanket statement and not understanding why the metric is there. When someone does not know how to achieve a metric they try to do so by brute force. This is a problem. Of course, I understand that after 34 years, I may not be afraid of any consequences and therefore have no "fear".. I'm hoping he now has no fear of this metric either. P-Man [/QUOTE]
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