Big Changes Ahead in TSG

[Brainiac]

The problem with the "1 tech per 100 pcs" formula is that one size doesnt fit all. For instance two buildings each with 100 pcs but one has only a reload and the other runs 3 sorts. Using this formula each building only gets one tech. The one building would go with out a tech for almost two sorts.

This also doesnt take into consideration all the other equipment TSG supports and that each building is different. For instance some Air Hubs have hundreds of Tech10s, other buildings have TSG supported Dimensional Wieghing Units on all thier primary doors none of these are counted as equipment. The types of buildings that this formula might work would be in a General Office Site or Buildings with just one sort or reload.

It does not make any sense to make such large sweeping comparisions with no actual time studies performed nor considerations for the differences in supported equipment.

[pretzel_man]

Originally Posted by Brainiac

The problem with the "1 tech per 100 pcs" formula is that one size doesnt fit all. For instance two buildings each with 100 pcs but one has only a reload and the other runs 3 sorts. Using this formula each building only gets one tech. The one building would go with out a tech for almost two sorts.

This also doesnt take into consideration all the other equipment TSG supports and that each building is different. For instance some Air Hubs have hundreds of Tech10s, other buildings have TSG supported Dimensional Wieghing Units on all thier primary doors none of these are counted as equipment. The types of buildings that this formula might work would be in a General Office Site or Buildings with just one sort or reload.

It does not make any sense to make such large sweeping comparisions with no actual time studies performed nor considerations for the differences in supported equipment.

Of course it does not work at a building level.

How about at a district level? Region level? When you roll information up like that, compensating variables compensate.

What he found was wide differences between regions and districts. In the meeting I was in initially, all he did was present his findings and asked the organizations to ask why.

There was no compelling reason for districts and regions to be hugely different. He never said it applied to each building.

P-Man

[a1cheech]

5 techs laid off in our district. We have seen massive cuts in TSG over the last few years. The only problem I have with it is that every year they want to cut more. We are down to about 1 tech per building, and what concerns me more is what is happening to our customer's tech needs.

[24in11togo]

As a sales person I am pretty comfortable reviewing most technology needs a customer may have. I am able to solve many of their minor issues. The problem occurs when the more complicated solutions are needed. The last two years we feel like we are on an island with limited access to TSG or CSG (Customer Solutions Group). Customers are fine with calling the help desk but they are not satisfied with lack of in person help when a true problem happens. I believe this is truly affecting our business in a negative way. Customers often came to us knowing we would be able to solve the issue. Now they simply have a back up plan. (Competitor).

[freeloader]

Originally Posted by 24in11togo

As a sales person I am pretty comfortable reviewing most technology needs a customer may have. I am able to solve many of their minor issues. The problem occurs when the more complicated solutions are needed. The last two years we feel like we are on an island with limited access to TSG or CSG (Customer Solutions Group). Customers are fine with calling the help desk but they are not satisfied with lack of in person help when a true problem happens. I believe this is truly affecting our business in a negative way. Customers often came to us knowing we would be able to solve the issue. Now they simply have a back up plan. (Competitor).

It seems like there was a method to the madness some 5 years ago when all customers had UPS-owned hardware. The goal basically was to get customers on Worldship no matter what the cost. UPS was installing new systems as fast as ever. Now that they have everyone on Worldship, they want the customers moving onto their own hardware to reduce the support costs back down to acceptable levels. Well thought out plan if you really take a good look. But I am guessing on-site support is almost non-existant now, in favor of phone support.

My question is about the custom solution customers. You know, the ones with batch processing, bar-code scanners, automation, db integration, etc. Who supports them now and who implements custom solutions for new customers? If I remember correctly, there were a couple different groups (other than TSG) that used to do that type of work but may not exist anymore.

[freeloader]

Originally Posted by a1cheech

5 techs laid off in our district. We have seen massive cuts in TSG over the last few years. The only problem I have with it is that every year they want to cut more. We are down to about 1 tech per building, and what concerns me more is what is happening to our customer's tech needs.

Is that the number of techs to be laid off this year in your district? Wow, TSG really is on its way out the door. Just wondering though, is your district being consolidated with another district? And screw the customers, worry about yourself at this point.

BTW - what district are you in?

[TSG_Lets_Unionize]

Originally Posted by a1cheech

5 techs laid off in our district. We have seen massive cuts in TSG over the last few years. The only problem I have with it is that every year they want to cut more. We are down to about 1 tech per building, and what concerns me more is what is happening to our customer's tech needs.

5 this year?
are you in a consolidated district?

[Hubber_TSGer_WhoCares]

A reconsolidated consolidation that took place last year for TSG/PE, with assurance from the TSG Manager that the new geo-district was ok as far as TSG went earlier this month. The cut is basically 25% of staff, based on Y.O.S, which is pretty funny since TSG requires some technical skill. But then again, a Skills based evaluation would take much more time right? Then however would the PMT reports get analyzed properly?!
Seriously the writing has been on the wall, progressively getting bolder and larger as the reporting barrage on PMT related events unfolded. Whenever you take a technical position that responds as required to problems, and expect them to effectively plan those problems in advance, it becomes a no win situation.
Internal and external customers will continue to suffer with delayed service as technicians are continually examined under a larger microscope. I am sure there were a few bad apples that caused the problem initially, and all TSG will suffer ever more because of it…

[ImpactedTSG]

Originally Posted by Hubber_TSGer_WhoCares

The cut is basically 25% of staff, based on Y.O.S, which is pretty funny since TSG requires some technical skill.…

You were probably all for the length of service thing three years ago when you were above the Impacted line right? Anyone that stayed after the first round of cuts and let their skills waste away should not be too surprised. This is the new UPS way. Repeat every January as needed.

[Hubber_TSGer_WhoCares]

Yeah, unfortunately the department continues to reduce, reduce, reduce...
AT least we can keep all the supervisors and managers in place to run reports on who remains...

[pkgdog]

Yesterday I spent the day with my supervisor who i rarely see in my facility. My tsg sup spent the day sitting next to and joking with the BD manager all day long. On the phone in the next office was the poor OMS taking a beating from an angry customer because the customer had Worldship intergration problems due to a crashed pc. The BD and tsg sup simply told the OMS to have the customer call the helpdesk. After telling the customer to call the helpdesk during 5 different phone conversations where the customer screamed at the poor oms, the customer used its alternitive plan.....Fedex!!! I had nothing going on at all since theTSG responsibilities been limited to nothing at all, but to save a few bucks in mileage reimbursement, i couldn't help the customer. The result..... we lost over $3000 per day from this customer. 18 working days and there goes my salary. How's that for service and bd!!! I hope the folks who cut these jobs realize what a failure their choices can be.

[Hubber_TSGer_WhoCares]

Originally Posted by ImpactedTSG

You were probably all for the length of service thing three years ago when you were above the Impacted line right? Anyone that stayed after the first round of cuts and let their skills waste away should not be too surprised. This is the new UPS way. Repeat every January as needed.

Nope was impacted, returned and impacted again, some people just don't learn. I even went as far as to try improving my skills and service. But what do you need good skills for in TSG anyway? I mean, if the technician on duty never can fix your problem, you can always wait for the next one!
I guess eventually the people without the proper skills will be cut...

[Hubber_TSGer_WhoCares]

Originally Posted by pkgdog

Yesterday I spent the day with my supervisor who i rarely see in my facility. My tsg sup spent the day sitting next to and joking with the BD manager all day long.

I hope your Sup at least checked on the reports a couple of time between jokes!
That seems to be the problems with UPS overall lately... Everything revolves around numbers, not the satisfaction of customers any longer. We all realize that cost savings is needed and efficiency needs to be improved.
Our internal customers can suffer with computer issues while they struggle on the phone with an inept Help Desk. Who apparently have to follow their handy dandy quick guide to PC troubleshooting, no matter what they hear from the other end of the phone. Then our external customers are suffering with issues like this.
See you could have just had your Supervisor or the BD rep call the customer and tell him he should have planned his PC Crash at a more convenient time!

[pretzel_man]

Originally Posted by Hubber_TSGer_WhoCares

Nope was impacted, returned and impacted again, some people just don't learn. I even went as far as to try improving my skills and service. But what do you need good skills for in TSG anyway? I mean, if the technician on duty never can fix your problem, you can always wait for the next one!
I guess eventually the people without the proper skills will be cut...

I guess this just has not been my experience. Of course things have changed...

It used to be that if I had a problem with my PC or an application, I would walk up to TSG (or call them) and someone would come right away and help.

Now, I either call the help desk or log on asking for a service request. Someone calls me back in the appropriate amount of time (based on the severity.

Does this take longer? Absolutely. Is it as convenient? No.

The convenience was not worth the extra expense.

I continue to get attentive and skilled help from TSG.

From my perspective, the TSG changes have been a success story..

P-Man

[bleedbrown99]

There have man cut back in NC in our district they had a total of 20 folks tsg being the bulk of them.. Im not sure how far its going to be affected but im crossing my fingers.. Theey are even shuttin down out sunrise shift here..

[Hubber_TSGer_WhoCares]

Originally Posted by pretzel_man

The convenience was not worth the extra expense.

I continue to get attentive and skilled help from TSG.

From my perspective, the TSG changes have been a success story..

P-Man

I am glad that you experience acceptable service. The convenience is still a luxury "Staff" level gets no matter what. They can call a TSG Supervisor and a tech will be there in moments to address any concern, no log, no problem.

Sorry, I do think change is good, cost savings is good, and maybe our district is the only one that contains technicians that use the help desk as a means of basic troubleshooting...

[pkgdog]

Originally Posted by bleedbrown99

There have man cut back in NC in our district they had a total of 20 folks tsg being the bulk of them.. Im not sure how far its going to be affected but im crossing my fingers.. Theey are even shuttin down out sunrise shift here..

There's a big push to complete various projects this week. Time is closing in for Northeast Region TSG.

[westsideworma]

I find it amusing that the more this company embraces technology, the less people they keep around that can repair it should the need arise. I mean I'm pretty familiar with computers (minored in CS and a couple certifications) and so is another fellow supe but we are by no means TSG level. We can get computer based scanners working when they seemingly refuse to and other common headaches, but the proprietary UPS tech? well I'm good with stubborn bluetooth scanners but thats where it ends pretty much. The funny thing is when we say we can't get it running they're like how come? The phrase its above my paygrade comes to mind but I've yet to use it.

I sure hope we keep a couple techs around when those new HP scanners arrive.

[jyounes]

"Celtics 2009" this happened again today on district conf call very general discription of layoffs did not state any numbers of how many effected this is a joke get out while you still can the writing is on the wall pmt is a joke and so is j bevis and jack

Celtics 2009. You offer nothing but cowardness and name calling. You have no information, no facts but a big mouth.. You must live in your beautiful bubble where everything is good. It sounds like you prefer to have everybody sits and be fat and happy till it comes crashing down on everyone. I see your type around me all day. The ones who do little and talk lots. Sure you can not do more so here comes your nonsense. Grow up. Dare you raise your voice, or your eyes to either one of those folks. Cowardness has a new Name... Celtics 2009...

[nedroc]

Originally Posted by celtics 2009

this happened again today on district conf call very general discription of layoffs did not state any numbers of how many effected this is a joke get out while you still can the writing is on the wall pmt is a joke and so is j bevis and jack

Celtics 2009 comments are ridiculous. I understand your frustrations if you have any. You might be able to talk about J becasue it seems to be the feeling all around. However, I find it difficult to believe that you speak of Jack this way. He has treated us with much respect, done great for our district and the NE. I met him in focus meetings 3 times and found him very effective, honest, down to earth and a good leader. The first region TSG mgr to come down and listen, address concerns and do positive things for the techs and the sups. I know he stood by me when I was facing difficult time and assisted me. Therefore, I reject your comments and see them as a way to degrade someone for no reason. How shameful... By the way, we all know who you are and know your poison...My advice is for you to pack it before they do you the honor as you deserve it.

[BrownTech99]

Originally Posted by nedroc

Celtics 2009 comments are ridiculous. I understand your frustrations if you have any. You might be able to talk about J becasue it seems to be the feeling all around. However, I find it difficult to believe that you speak of Jack this way. He has treated us with much respect, done great for our district and the NE. I met him in focus meetings 3 times and found him very effective, honest, down to earth and a good leader. The first region TSG mgr to come down and listen, address concerns and do positive things for the techs and the sups. I know he stood by me when I was facing difficult time and assisted me. Therefore, I reject your comments and see them as a way to degrade someone for no reason. How shameful... By the way, we all know who you are and know your poison...My advice is for you to pack it before they do you the honor as you deserve it.

Your limited exposure to Jack is the cause of your ignorance. He is a wolf in sheeps clothing. He leaves a wide swath of careers in his wake...

[simcoe919a]

Originally Posted by BrownTech99

Your limited exposure to Jack is the cause of your ignorance. He is a wolf in sheeps clothing. He leaves a wide swath of careers in his wake...

Agree - What he is doing is wrong.

[TSG_1]

Anyone heard of how they are picking? Hear, its a shotgun effect: Arbitrarily picked "shifts" were picked in October. Anyone on that "shift," no matter the seniority level, is impacted. So that guy/gal next to you with less sr is fine, but you are impacted and can't bump them because their "shift" stays, and yours is going.

Any other buildings doing the same? Or is it strictly seniority?

[TSG_1]

Originally Posted by pretzel_man

I guess this just has not been my experience. Of course things have changed...

It used to be that if I had a problem with my PC or an application, I would walk up to TSG (or call them) and someone would come right away and help.

Now, I either call the help desk or log on asking for a service request. Someone calls me back in the appropriate amount of time (based on the severity.

Does this take longer? Absolutely. Is it as convenient? No.

The convenience was not worth the extra expense.

I continue to get attentive and skilled help from TSG.

From my perspective, the TSG changes have been a success story..

P-Man

So, P-Man, say you have an issue with your Laptop/PC in a presentation with peers. How do you get help? If you call the desk, they'll bumble around for a while, then dispatch a Sev6 log. If you use TechCares, you get a Sev6 dispatched right away if you "beat the system." Otherwise you have to call the desk to get the log pushed out. Technically, we have a week. Now, I'm assuming, from the content of your posts, that you are management. Given that, and the lack of projects and work in most TSG departments, most techs will just jump on it. We do like to help, usually. But what if they called you and said, How's tomorrow for ya? I have to plan that in PDT (rebrand ftw) so I can get proper credit for it and not have integrity issues by doing it now and planning it for tomorrow...

Because that is how it is supposed to go. Is that a success story?

How about a preload that is lagging and/or PC crashing and they "don't have time to call the desk" and put in a TechCares log instead? Again, Sev6. If it gets pushed out.

I understand the need for cost cutting. But we've been doing that for about 8 yrs now.
/shrug

We're losing 11 in our Geo. There's a building with 3 techs...

[Deeohem]

TSG_1, that was the nice thing about this years Balanced Scorecard. That service index was removed. no more of the department getting gigged when a tech deviated from plan. No mistake about it, our managemet still want us to stick to plan where reasonable, but we are now allowed to BE reasonable and go off plan if it makes sense. I figure helping out a manager who's having issues during a management meeting would be reasonable along with fixing a PAS system that managed to get a sev6 UDC log through TechCares