Thanks Ed

[Crash]

Thank you Ed for helping me resolve my billing problem.

One e-mail and the problem was solved in about 4 hours, after two weeks of no responses.

They must be scared of you

 

[kingrob]

Had the same problem and posted on www.hellopeter.com - next morning the girl from accounts phoned me. When I asked her why she choosed not to respond to my email from two days ago, she couldn't tell me.

Why should everything end up at Ed's desk, why can't people just not do the jobs they're getting paid for? Or is it all 'window dressing'?

 

[native]

As HOD, i guess he should start implementing methods or place people who are competent enough to handle queries in his department, starting from managers of different departments right through to the agents

 

[MrH]

As HOD, i guess he should start implementing methods or place people who are competent enough to handle queries in his department, starting from managers of different departments right through to the agents

That would solve the problems but what is he going to do with the old staff

 

[andrewr]

That would solve the problems but what is he going to do with the old staff

The problem in South Africa is that it is way too difficult to fire people. Once you've hired an incompetent person, you just can't get rid of them. If people could get fired here as easily as they do in the USA, callcentre staff might catch a bit of a wakeup call.

 

[MrH]

The problem in South Africa is that it is way too difficult to fire people. Once you've hired an incompetent person, you just can't get rid of them.

That's exactly what I meant except as they are stuck with them whether they like it or not.

 

[native]

That would solve the problems but what is he going to do with the old staff

Not sure, probably deploy them to lower ranks

Set performance based targets and should they not meet them get fired, [not sure about the legality of these one]

Provide superior training

 

[MrH]

Set performance based targets and should they not meet them get fired

They already have targets they can't reach.

 

[native]

They already have targets they can't reach.

which leaves the last part to be activated

 

[aversfeld]

Not sure, probably deploy them to lower ranks

Set performance based targets and should they not meet them get fired, [not sure about the legality of these one]

Provide superior training

Actually, Scott Adams gives clear guidance here, in his Dilbert Principle. The correct way to deal with the most incompetent and useless people in any organisation is to promote them to middle management as fast as possible, and then trap them there.

In this way, the dead-wood can't do anything more damaging than hurting office morale, while those areas that matter (Leadership and Actual Work) get staffed by competent people who only make SMALL mistakes.

 

[MrH]

Actually, Scott Adams gives clear guidance here, in his Dilbert Principle. The correct way to deal with the most incompetent and useless people in any organisation is to promote them to middle management as fast as possible, and then trap them there.

In this way, the dead-wood can't do anything more damaging than hurting office morale, while those areas that matter (Leadership and Actual Work) get staffed by competent people who only make SMALL mistakes.

That maybe true but the customer has to pay their wages.

This is the problem these days as they get jobs-for-life at the customers expense.