Metrics and micro management will be the demise of this company. All this does is make employees bitter and focus only on production no matter what and customers suffer and then leave. This metrics nonsense has created more problems with this company than all others combined in my 34 years.
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A system set up for people to fail. They just assign claims and not work them just to get numbers. They can put out 40 or more claims and all of them will have to be reworked due to bad quality but they can get those claims out. The t tool used you can just cheat the system to make yourself look good. Management has favorites and they help their teams to cheat to make themselves look great. The quality of a claim is no longer the service they are looking for. Just got to assign a claim do enough to work it to get by and send on. Bad customer service these days.
@fcne how do you explain when your stats are red and everyone else is green? Asking for a friend.
MICROMANAGEMENT: when your leadership wants to make it painfully obvious that THEY DO NOT TRUST YOU....nor should we trust them either. Trust is a two way street that is built up over time and experience, in my experience and time with the company I wouldn't trust upper management as far as I could throw them.
Just think about how many times they have lied right to your face about something? Also try and get answers to your questions in writing, you won't.
Ask them something you know the answer to and see if they tell you the truth. It's kinda fun watching squirm.
Micromanage them and watch them squirm. Ask you TM questions about what they do and how they do it, have them show you how they come up with all your stats, if they are not in the green make them prove that it wasn't a glitch or something, because how many times have you heard they couldn't get any numbers for that day because there was a glitch in the system? Yeah right!
So how can you be sure your stats are correct? You can't really. And yet they are held against us all the time.
How many policies would be lost if all the pi**ed off employees took their business elsewhere? Now that would make a statement!
METRICS: when leadership is so far disconnected from the actual day to day work that they can’t have an intelligent conversation about developing some sort of reasonable quality measurement , so instead everything just gets assigned a number
MICROMANAGEMENT: when your leadership wants to make it painfully obvious that THEY DO NOT TRUST YOU.
You did this MT. It’s all your doing. Agile, EOM, downsizing, demoting people, all of it just so your spreadsheet will look good. You were so worried about saving money by having less people and paying less that you overlooked one critical component to any successful business, and that’s its reputation. And guess who has a direct affect on SFs reputation? That’s right, all of your little minions do. Did you really think morale would go UP with all these negative changes? Did you ever stop to think how badly low employee morale would negatively impact SFs reputation? Your entire workforce no longer feels like they have any skin in the game so there’s really no reason for anyone to care about anything other than churning more numbers. Quality is no longer a focus. It can’t be. It’s too time consuming.
Also, I took a spoon last week without paying for it.
I worked for State Farm before T2, unreasonable metrics, micromanagement and all the other crazy stuff that goes on there now on a daily basis. I used to really like most everything about my job. Now we're just considered "minions" and most feel like robots. It got really unbearable really fast. As an employee and long time customer, it's been an unbelievable, pathetic transformation.
I have never really understood the why of micro-managing and the metrics? They have not resulted in quality claim handling.
You would of thought with all the micro-managing they do with us, there would have been better quality control, better claim handling, but it hasn't worked out that way. The micro-managing and metrics have not resulted in quality claim handling has it?
Claim handling is awful, the amount of mistakes that occur in claims is costing the company major bucks and also costing them policy holders, so the point of the micro-managing and the metrics are what exactly?
To make us bitter employees, whose intrinsic motivation to do a good job is not even on the list. We are more worried about being in the green and not being late 4 minutes from lunch, to care if we are doing a "good job".
I wasn’t a 90k employee but I was an 88k employee who got reprimanded for being 4 minutes late returning from lunch. It’s nice to now be in an environment where I am actually treated as an adult where my superiors actually trust me to do the job. That whole timesheet/door scanner badge thing destroyed employee morale. But damnit, I won’t be 4 minutes late from lunch again!
I like the metrics. I saw all 3 movies but the lead guys name was Neo not Micro. I like how in the movie the guy was in a horrible bleak micro pod with tubes stuck in the back of his head but he dreamed a better world while in the Matrix. Wait a second the movie is like working at SF. We need to revolt like in the movie. They r nothing without us.
When you have $90k a year employees ‘badging’ out for lunch like they are leaving a prison visit.... your management has become laughable State Farm!
Yep, with my 6 figure pension I believe I will have another scotch and toast my sucess!
"100 billion dollars in reserve. Whatever leadership is doing keep it up."
Disgusting! Are you one of those people that have already retired and have been enjoying your pension after decades of a stable rewarding career during which employees were treated with consideration and respect? You got yours, so F (uh forget), any and everybody else who's being nailed to the wall under this new leadership and was hoping for the same for themselves all the while it's pretty much guaranteed to be unachievable at this point? Typical boomer much?
100 billion dollars in reserve. Whatever leadership is doing keep it up.
I don't understand the complaints? The metrics where done away with in my area.
This is what hay when a company goes from a conservative leadership to leadership that name calls and refers to operations personnel as "minions" and "claim scum.". I heard it directly. When you lose reality or respect for those who "keep the promises" of your business either you disrespect your people or you lack communication skills I believe it is the prior. Remember your brand is what is discussed behind closed doors.
Not only does metrics fixation cause people to focus too much on what is measured, but they can also strip people of their intrinsic motivation to do a good job. See claims.
“While we are bound to live in an age of measurement, we live in an age of mismeasurement, over-measurement, misleading measurement, and counter-productive measurement. This... is not about the evils of measuring. It is about the unintended negative consequences of trying to substitute standardized measures of performance for personal judgment based on experience...”
Come one, come all. Be a call center "professional" in our churn and burn factory. Bitter does not even begin to describe the way most employees feel...