Processes over people. 0 consideration on customer impact or employee. Huge investments in technology. Archaic processes for people.
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As if any effort went in to establishing official processes. As they stand, the processes we have to follow are bad for the brand, the customer, the shareholder, and the employee. Unfortunately, the front lines can’t do a thing about it. The beatings will continue until morale improves.
It's all just wash, rinse, and repeat from Big Blue under Wilson and Rizzo "leadership".
To be fair, those archaic processes are probably a small moat from automation.