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Numbers -VS- Customers
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<blockquote data-quote="soberups" data-source="post: 821447" data-attributes="member: 14668"><p>You know, I <em>get</em> that this is no longer Jim Casey's world. The cost of labor is higher, the cost of fuel is higher, and we cannot necessarily run the business in the maner that <em>he</em> would have chosen. We offer a wide variety of service levels at different price points, and to an extent at least the customer is able to chose the level of service that they wish to pay for.</p><p> </p><p>But with EDD and PAS and now a chiseled-in-stone Stops Per Car metric that will be chased right off of the edge of a cliff, we have taken things a bit too far. In today's UPS, the needs of the customers who pay our salaries now mean absolutely <em>nothing</em>.</p><p> </p><p>The system is seriously flawed when the PDS and the center management team will <em>intentionally and knowingly </em>send their drivers out with an utterly hopeless dispatch...for no other reason than to generate the Stops Per Car metric that is being demanded of them.</p><p> </p><p>Package Level Detail was great when we finally implemented it because it forced us to be accountable and quit sending out 400-stop "abortion cars" that would bring 250 stops back at 11:30 at night. It forced us to focus on <em>making service </em>instead of merely trying to "get the packages out of the building". Well, the abortion cars are back once again, and our obsession with impossible metrics and maintaining the<em> illusion</em> of a functional dispatch is back also. And the customers are paying the price.</p></blockquote><p></p>
[QUOTE="soberups, post: 821447, member: 14668"] You know, I [I]get[/I] that this is no longer Jim Casey's world. The cost of labor is higher, the cost of fuel is higher, and we cannot necessarily run the business in the maner that [I]he[/I] would have chosen. We offer a wide variety of service levels at different price points, and to an extent at least the customer is able to chose the level of service that they wish to pay for. But with EDD and PAS and now a chiseled-in-stone Stops Per Car metric that will be chased right off of the edge of a cliff, we have taken things a bit too far. In today's UPS, the needs of the customers who pay our salaries now mean absolutely [I]nothing[/I]. The system is seriously flawed when the PDS and the center management team will [I]intentionally and knowingly [/I]send their drivers out with an utterly hopeless dispatch...for no other reason than to generate the Stops Per Car metric that is being demanded of them. Package Level Detail was great when we finally implemented it because it forced us to be accountable and quit sending out 400-stop "abortion cars" that would bring 250 stops back at 11:30 at night. It forced us to focus on [I]making service [/I]instead of merely trying to "get the packages out of the building". Well, the abortion cars are back once again, and our obsession with impossible metrics and maintaining the[I] illusion[/I] of a functional dispatch is back also. And the customers are paying the price. [/QUOTE]
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