Is it overmanagement or a drastic change in management styles? The mgt. style I first encountered at UPS was one of a team mentality. As a mgt team they would do what was best for the company and their team, from top to bottom. If a team player had a problem reaching a number, other mgt. people would work with that player until the problem was fixed. They were also given the chance to lead their people with an individualized style of mgt. They were able to tweek and fine tune their style for each individual employee. They knew that one driver is motivated differently than another driver. The team worked hard together, they would go out for drinks together, they would play golf together, and they would become rich together. All in all they would be recogonized for a job well done, with a at-a-boy, a toast at the club, a cool UPS trinket. (not a perforated cardboard letter)!
My how things have changed!! If a mgt. person doesn't achieve their goal or number, it is no longer, how can we help you get to that goal. Now it is; if the goal is not met we are going to fire you, you must not care about your job, your leadership skills are not good, why have you failed to follow instructions, we don't need you if you can't make your number. The mgt. style of today is fear and intimidation. This style has led to a mgt. style based around the individual and not the team. The style is not, I am going to recognize what has been accomplished, but rather I am going to focus on every thing negative, and pound you and punish you until it gets fixed. Study after study shows praise and not punishment motivates people.
Now back to the original problem of a driver(service provider) feeling overmanaged. The style from the top is going to roll all the way down to the bottom. Upper mgt has decided to use intimidation and fear as their style to control lower management. They also expect lower mgt. to control their people in the same manner. That includes warning letters for picking your nose with your left finger and not your right finger. (you know what I mean).
Instead of mgt saying lets work with the drivers, they are told to produce warning letters, and dicipline. Forget that the drivers have many many many factors affecting their day.
I conclude this rant by saying. IE get off of the computer, get on a car, work with the clerks, help a customer,