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This reminds me of the Bobs in the movie "Office Space." The Bobs were impressed with the main character Peter who turned into a total slacker at work as the movie's plot progressed. The movie is worth seeing if you are unfamiliar with it.
Not so long ago such outside people brought in to recommend changes within a company were so-called "consultants."
Which only works on widget machines so is pretty pointless for most job descriptions.
Nope, you're wrong. Process design works across the board. When people work, they are actually performing a "process" even if it has not been formal designed or specified as such.
Have you ever seen Office Space? Efficiency Experts are folks that are hired to layoff people and hire cheap talent by way of Singapore. You might as well quit now. Take your stapler with you.
I participated in one of these groups years back........seemed more like an ego stroke rather than actually trying to fix something. Not much was done.
Nope, you're wrong. Process design works across the board. When people work, they are actually performing a "process" even if it has not been formal designed or specified as such.
For the "process" to work, every work step has to be the same for all employees, all work input has to be the same, all employees must perform at the same level of competence and spend the same amount of time doing the same job.
By this logic, every customer service call should take the same amount of time and have the exact same outcome. Every time.
Humans are humans, not computers. There's a great deal of variance.
A place I worked for brought in outside people to help the department operate better. Nothing resulted and I recall a member of that team said he couldn't recall workers getting along as well as the members of my department.
Has your place ever brought in efficiency experts? What resulted?
The only contact I ever had with 'efficiency experts' was in the film "Office Space." Hilarity ensued.
For the "process" to work, every work step has to be the same for all employees, all work input has to be the same, all employees must perform at the same level of competence and spend the same amount of time doing the same job.
By this logic, every customer service call should take the same amount of time and have the exact same outcome. Every time.
Humans are humans, not computers. There's a great deal of variance.
Therein lies the problem. Variance is the enemy to efficiency. Believe it or not, call center work can be constructed around an efficient process. For instance, you know all those options you get when you call...press 1 for x, press 2 for y. Having calls properly routed, then assigned to proper experts with the right computer systems, and yes, watching a clock for call duration can all be a part of process design.
Therein lies the problem. Variance is the enemy to efficiency. Believe it or not, call center work can be constructed around an efficient process. For instance, you know all those options you get when you call...press 1 for x, press 2 for y. Having calls properly routed, then assigned to proper experts with the right computer systems, and yes, watching a clock for call duration can all be a part of process design.
And getting a customer who has all the info need in front of them, supplies helpful answers and understands what is being discussed, quick call.
OR a customer who has to go search for a document
Or a customer that barely speaks English
Or a customer that is on a bad connection where everything needs to be repeated 4x
Or a customer that just wants to be mad and doesn't listen
Or a customer that needs everything explained because they just don't understand
Variables. They exist. Trying to machinize human behavior. Variables. Unless the accepted range time/outcome for the call is wide, it's pointless.
And getting a customer who has all the info need in front of them, supplies helpful answers and understands what is being discussed, quick call.
OR a customer who has to go search for a document
Or a customer that barely speaks English
Or a customer that is on a bad connection where everything needs to be repeated 4x
Or a customer that just wants to be mad and doesn't listen
Or a customer that needs everything explained because they just don't understand
Variables. They exist. Trying to machinize human behavior. Variables. Unless the accepted range time/outcome for the call is wide, it's pointless.
Exactly. These exercises are just plain DUMB and pointless and likely put in place to justify layoffs and/or to put onto some mid-mgr's resume "Improved efficiency by X%!". God I hate Corporate America.
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