Finally, after 5 years, discovering the secret to being a company technician:
The Numbers are akin to the sword of Damocles every bloody day, that's why I've capitalized their name. So they don't zap me for disrespecting The Numbers.
Playing "The Numbers game" by remaining paged to a call that has been completed physically, but not logged as "complete" in the mobile device, while repairing another machine that does not have a call on it, using parts that are from strip and salvage (not in inventory) is apparently a no.
"That's a No-Go, Private."
So...
If I create calls to repair machines without using inventoried parts, my callbacks percentage goes through the upper atmosphere, as do my customer hours (bad thing and good thing, respectively). If I play The Numbers game my customer hours stay around where they're supposed to, but my calls per day count suffers.
The big secret:
THERE IS NO POSSIBLE WAY TO MAKE EVERY SEGMENT OF
THE
NUMBERS OF OUR CORE METRICS BE IN THE RANGE OF "EXCELLENT" OR "OUTSTANDING" AT THE SAME TIME. IT IS NOT POSSIBLE. The way the company wants us to work is different from the way our manager (who is an amazingly good person, I've never worked for a better manager) wants us to work, which is itself different from the way the customer expects us to work, which is also vastly different from the way we are able to make ourselves work.
Stress is like pain, it lets you know you're alive.
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