• Home
  • What Could we do Better?
  • Instituting a Management Improvement Culture in Your Organization
  • Find the Root Cause Instead of the Person to Blame
  • Good Process Improvement Practices
  • Management is Prediction
  • The Purpose of an Organization
  • Performance Without Appraisal
  • Manufacturing and the Economy
  • Practical Ways to Respect People
  • 10 stocks for 10 years
  • Deming and Toyota
  • Curious Cat Management Improvement Articles
  • John Hunter
  • Institute for Healthcare Improvement
  • Superfactory
  • Management Improvement Jobs
  • Deming on Management
  • Management and Leadership Quotes
  •    

    I am now using this blog to re-post some comments I make other blogs. For my full management blog see the Curious Cat Management Blog

    Wednesday, May 28, 2014

    System Imposing Burden on Customers Driven by Pointy Haired Boss

    When Begging for Customer Service Scores Hurts Customer Service
    I always think… you want patients to say you give “excellent” service and care… then focus on providing excellent service and care! Don’t guilt trip me or don’t manipulate me… that makes me feel a bit worse about the service, when that’s not the intent. Employees shouldn’t be put in the position of begging for scores… help them provide the best service possible, instead.
    The practice of telling your customer they must save you from horrible management is terrible. Managers designing a system that puts a burden on customers to rescue people from harsh treatment is about as lame as management can be. Definite Dilbert's pointy haired boss level idiocy.

    Any company with this setup likely has little clue about how to use data. When you mistake the data for the proxy indication it is suppose to be a measure of you can't manage at all. Giving huge incentives to people to make the number good (like having employees impose a burden on customers to have a number better which directly burdens the customer) is idiotic.

    Relate: Managing to Test Result Instead of Customer Value - Distort the data instead of improving the system - Jiro Dreams of Sushi

    Labels: , , , , , , , , , ,

    0 Comments:

    Post a Comment

    << Home