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UPS loses lawsuit
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<blockquote data-quote="Floridacargocat" data-source="post: 1102516" data-attributes="member: 6168"><p>Extracted quote " I don't care..." appears to be one of the common phrases in all our communications up and down.</p><p>More than a generation ago, I learned from a VP Marketing & sales, who later became one of the very select top managers at a respected multinational company that " I do not care" is a sign of serious non-involvement in a chain leading to customer non-satisfaction. Maybe our individual role is insignificant and minor, but we do have to perform this role, as otherwise the chain of events (leading to service) is interrupted, and the customer will not get his product. Why? Very simple. "Not my job, I do not care, I can't change it". </p><p>More than a generation ago, I learned a simple lesson. How do you judge the state of a factory/warehouse/office? By sthe state of cleanliness of the restrooms. If they are clean, a conscientious effort is made to maintain sanitation/ health and all the ensueing characteristics, covering each and everybody. And where are we? And where is everybody (on an individual basis) in regards to do his/hers utmost to provide a service to the customer within the framework of his duties (and maybe beyond)? Numbers are not everything. I still have to meet a controller, who can give me a "number" / relationship between involvement of personnel on all levels and satisfactory service provided to the customer. </p><p>Sometimes these controllers cannot give a number for the simple reason that it is not budgeted. And then we (on the floor) have to find ways to achieve these non-budgeted activities.</p><p>Sometimes these legal victories of the company appear to be "Phyrric" victories (plain English: we have saved a Dollar, but we have spent e.g. 100 Dollars for it, very cost-effective, isn't it?). Even when the company is losing a legal fight, a controller should have asked " How cost-effective is our fight"</p></blockquote><p></p>
[QUOTE="Floridacargocat, post: 1102516, member: 6168"] Extracted quote " I don't care..." appears to be one of the common phrases in all our communications up and down. More than a generation ago, I learned from a VP Marketing & sales, who later became one of the very select top managers at a respected multinational company that " I do not care" is a sign of serious non-involvement in a chain leading to customer non-satisfaction. Maybe our individual role is insignificant and minor, but we do have to perform this role, as otherwise the chain of events (leading to service) is interrupted, and the customer will not get his product. Why? Very simple. "Not my job, I do not care, I can't change it". More than a generation ago, I learned a simple lesson. How do you judge the state of a factory/warehouse/office? By sthe state of cleanliness of the restrooms. If they are clean, a conscientious effort is made to maintain sanitation/ health and all the ensueing characteristics, covering each and everybody. And where are we? And where is everybody (on an individual basis) in regards to do his/hers utmost to provide a service to the customer within the framework of his duties (and maybe beyond)? Numbers are not everything. I still have to meet a controller, who can give me a "number" / relationship between involvement of personnel on all levels and satisfactory service provided to the customer. Sometimes these controllers cannot give a number for the simple reason that it is not budgeted. And then we (on the floor) have to find ways to achieve these non-budgeted activities. Sometimes these legal victories of the company appear to be "Phyrric" victories (plain English: we have saved a Dollar, but we have spent e.g. 100 Dollars for it, very cost-effective, isn't it?). Even when the company is losing a legal fight, a controller should have asked " How cost-effective is our fight" [/QUOTE]
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