Lazy Co-workers, is there any justice?

[prntrfxr]

Re: Lazy Co-workers, is there any justice?

I have a lazy co-worker. It's not that he doesn't work, it's just that his cell phone and talking to people are more important to him. Since he is in the returns department, it does affect everyone here. I don't get cores, I can't do my job. If a customer returns something and doesn't get credit, sales and accounting gets screamed at. He gets screamed at by everyone here and retaliates by taking even longer to do his job. I think the problem is partly because he's afraid to make mistakes. Do nothing and you make none, kind of thing. I help him out and go and get my parts from him as I need to rather than wait on him to bring them to me. Lately, he does all my stuff first before he spends long periods of time in the bathroom with his cell phone. If I raised cain about everything he wasn't doing I would still be waiting like everyone else.

[kyrenecopy]

Re: Lazy Co-workers, is there any justice?

I have a lazy co-worker. It's not that he doesn't work, it's just that his cell phone and talking to people are more important to him. Since he is in the returns department, it does affect everyone here. I don't get cores, I can't do my job. If a customer returns something and doesn't get credit, sales and accounting gets screamed at. He gets screamed at by everyone here and retaliates by taking even longer to do his job. I think the problem is partly because he's afraid to make mistakes. Do nothing and you make none, kind of thing. I help him out and go and get my parts from him as I need to rather than wait on him to bring them to me. Lately, he does all my stuff first before he spends long periods of time in the bathroom with his cell phone. If I raised cain about everything he wasn't doing I would still be waiting like everyone else.

Sounds just like a guy that used to work for me, he is gone now.....

[fixthecopier]

Re: Lazy Co-workers, is there any justice?

I used to have to go behind someone who was lazy. I soon found out my management did not want to hear about it so I put it back on his customers. I would tell them, "Do not ever let a tech tell you that you can not use a feature on your equipment as long as you have a contract machine. If you do not think the service is good, call the shop and complain. Ask for another tech.

[blackcat4866]

Re: Lazy Co-workers, is there any justice?

Lazy co-workers don't just leave a disaster you. They leave the same disaster for themselves. And it will catch up with them. Just not soon enough for my taste.

Unfortunately it's not your place to point it out. One thing I will do though. If I come across a machine that is way past the PM, and after several opportunities it is not done, I'll make sure that that individual gets an opportunity to go back, with a PM kit, and an opportunity to explain why it was not done. =^..^=

[CableGuy]

Re: Lazy Co-workers, is there any justice?

I left my last job because of one of these people. After years of complaining, it was that or go to jail. The final straw was when the MD said I should take him around the corner and sort him out myself....... Decided right there and then it was time to move on...... The MD still had the audacity to be pissed with me when I left, I'd given him his options. It turned out to be me the one to leave. I hear this guy is still just as bad and that other techs have left because of him.....

[Ollie1981]

Re: Lazy Co-workers, is there any justice?

I've worked several "repairman" jobs since I left college some 12 years ago, there's several things that are almost universal constants in the world of repair:-

1/You are always going to be seen as a liability to the accountants in charge as everything you do carries an easily measurable cost (the parts you fit and the cost of paying your wages). The actual money you save or earn for the company (which if you are any good will far eclipse the measurable costs) is much harder to calculate (not impossible as data can be gathered via customer surveys etc, but requires much more than simple bean counting)

2/Due to the above, management are always going to want things done faster and cheaper and have a tendency to incentivise techs to "produce the numbers".

3/Due to being incentivised to "produce" as many calls per day as possible, at the lowest possible parts cost. In comes the "hit and run" technician, as far as management see it, the sun literally shines out of his arse, he can close 7-8 calls per day, hardly fits any parts whatsoever and always hits all his additional targets (like sales targets etc).

The upshot from this is you end up having a two-tier system, the customers see straight through this and they do not like it. Years ago I used to complain to management, found out very quickly that as managers' bonuses are based on the metrics, they basically don't give much of a crap until the customer is actually on the phone kicking off. Worse still they come back with "Terry Fukwit can close 7-8 calls a day, why can't you?" which then inevitably ends up with your employment status looking precarious simply because you are doing your job properly and looking after the customers.

Companies who take this to it's logical conclusion end up with all their decent staff gone, either the staff themselves looking for greener pastures or simply using the metrics as a blunt instrument and firing anyone who doesn't make the numbers. These companies thoroughly deserve the decline that follows.

There seems to be a growing acceptance of mediocrity especially since the recession, personally I think it's the wrong way to go. With so much competition companies need to stand out, customers really appreciate good service and the piece of mind that the problem can be conclusively resolved usually with one phone call to get a tech out. Also poor servicing makes equipment that would otherwise be relatively reliable appear poor quality to the customer thus affecting their decision making when the contract is up for renewal.

But what the hell would I know? I'm just a toner monkey.

[Hemlock]

Re: Lazy Co-workers, is there any justice?

I've worked several "repairman" jobs since I left college some 12 years ago, there's several things that are almost universal constants in the world of repair:-

1/You are always going to be seen as a liability to the accountants in charge as everything you do carries an easily measurable cost (the parts you fit and the cost of paying your wages). The actual money you save or earn for the company (which if you are any good will far eclipse the measurable costs) is much harder to calculate (not impossible as data can be gathered via customer surveys etc, but requires much more than simple bean counting)

2/Due to the above, management are always going to want things done faster and cheaper and have a tendency to incentivise techs to "produce the numbers".

3/Due to being incentivised to "produce" as many calls per day as possible, at the lowest possible parts cost. In comes the "hit and run" technician, as far as management see it, the sun literally shines out of his arse, he can close 7-8 calls per day, hardly fits any parts whatsoever and always hits all his additional targets (like sales targets etc).

The upshot from this is you end up having a two-tier system, the customers see straight through this and they do not like it. Years ago I used to complain to management, found out very quickly that as managers' bonuses are based on the metrics, they basically don't give much of a crap until the customer is actually on the phone kicking off. Worse still they come back with "Terry Fukwit can close 7-8 calls a day, why can't you?" which then inevitably ends up with your employment status looking precarious simply because you are doing your job properly and looking after the customers.

Companies who take this to it's logical conclusion end up with all their decent staff gone, either the staff themselves looking for greener pastures or simply using the metrics as a blunt instrument and firing anyone who doesn't make the numbers. These companies thoroughly deserve the decline that follows.

There seems to be a growing acceptance of mediocrity especially since the recession, personally I think it's the wrong way to go. With so much competition companies need to stand out, customers really appreciate good service and the piece of mind that the problem can be conclusively resolved usually with one phone call to get a tech out. Also poor servicing makes equipment that would otherwise be relatively reliable appear poor quality to the customer thus affecting their decision making when the contract is up for renewal.

But what the hell would I know? I'm just a toner monkey.

Get away from office black and white. Getting yourself into a position that you only handle production print machines, networking/application issues, controllers (Fiery, etc.) or production color regains you some of that autonomy that's being whittled away.

[Ollie1981]

Re: Lazy Co-workers, is there any justice?

Get away from office black and white. Getting yourself into a position that you only handle production print machines, networking/application issues, controllers (Fiery, etc.) or production color regains you some of that autonomy that's being whittled away.

Wouldn't be able to do that with my current employer, they want basically an "omni-competent" tech to basically handle anything and everything. I already have to deal with a lot of solutions/networking/Fiery calls, production print machines I'm trying to give a serious swerve to, problem being is that there is no leeway given on the all important metrics for machine segment, hence a 30 minute call on an MP171 is given exactly the same weight as a 6-hour PM on a production colour. So as you can imagine everyone who can avoids production print like the plague.

Training is a thorny issue, I currently work several full ranges of machines that aren't my usual manufacturer and I have had no actual training on and didn't even manage to get "hands-on" with before they were added to my skillset, this was an administrative error, but when I complained I was basically told it was my problem now, I have all the manuals and to just get on with it. So I just had to order the stock to my vehicle and "field-train" myself on calls. Most of the Fiery and Solutions stuff I've had to pick up as I've gone along with help from other techs. It's far from ideal and did cause a few embarrassing incidents at customers' but I have actually managed to come through the other side. At the moment I'm refusing to look at anything production print until I've had some form of training, but it looks like I can only dig my heels in for so long before the issue gets forced.

What I get told a lot is "whatever it is it's only a copier, you should be able to fix it".

This apparently is "best-practice", one of those magical terms that management seem to think there is no argument against. Me being a simple toner monkey without in-depth knowledge of the arcane world of pie-chart related statistical bollocks, would dispute the use of the word "best" as this practice has never been demonstrated to be the best way of doing anything.

But again, what the f*ck would I know?

[Shadow1]

Re: Lazy Co-workers, is there any justice?

But what the hell would I know? I'm just a toner monkey.

But you do know.

Not only will I "like" and "Rep Up" this post, but I'm also going to add a "+1", a round of applause, and a very loud "AMEN!"

[mjarbar]

Re: Lazy Co-workers, is there any justice?

But you do know.

Not only will I "like" and "Rep Up" this post, but I'm also going to add a "+1", a round of applause, and a very loud "AMEN!"

Same here, I have been saying the same thing for a while now and at last managment seem to be taking notice.

[mastafa]

Re: Lazy Co-workers, is there any justice?

just add my two cents , imo i always think it's best not to judge another mans servant on how well he performs his task.

[Ollie1981]

Re: Lazy Co-workers, is there any justice?

just add my two cents , imo i always think it's best not to judge another mans servant on how well he performs his task.

Oh I agree entirely, I'm very loathe to blame the "hit and run" guys because they are simply taking the path of least resistance to give management what they demand.

I blame management, and by management I'm not blaming individual service managers as they are as much a slave to the system as us techs, I'm talking senior management up to and including the board of directors as they play the tune that all the lower orders of staff have to dance to.

The tune they play is basically the tail wagging the dog, they want technicians to "produce" the metrics that they are looking for, essentially taking real life and all it's inherent unpredictability and reducing it down making some nice sanitised figures that someone can wax lyrical about in a powerpoint presentation.

Now I thought the real smart way to use metrics was to (without waving around the blame stick) identify where potential stumbling blocks to productivity lie and use that to improve the system of working. If recalls were occurring, dig a bit deeper, find out why and give meaningful feedback (i.e not witchhunts) to techs so they can improve their way of working to avoid it in the future.

In reality the metrics are used as nothing more sophisticated than a stick to beat you with, if you don't hit the numbers, find a way to improve or else... no assistance is offered and meaningful feedback (i.e why you got recalls) is almost deliberately withheld. It's easy to see why people basically work out a system of working where they do enough to keep the bean counters happy, but without running around like a headless chicken.

So my message to service directors is you reap what you sow, you make the metrics the most important thing and make everyone dance to that tune, that is precisely what you get to the detriment of everything else. Not everything that counts can be measured and not everything that can be measured counts... just saying.

And if you hire and fire based on metrics alone and don't actually assess people on anything else and don't listen to your customers, don't be too surprised when your company is in the hands of the liquidators shortly after.

[kyrenecopy]

Re: Lazy Co-workers, is there any justice?

I have been reading with some great interest the previous posts and it makes me wonder if most of you have only worked for the dealers? Ikon, Canon, Konica, Ricoh etc. I worked for almost 30 years for an independent dealer and yes, when I first started it was all about the numbers. When I became a Branch Service Manager I was able to see things from both sides. At our service manager meetings all of us branch managers used to get together and pound on the corporate manager about how the numbers thing just doesn't work if you want happy techs and satisfied customers. It took us several years but we accomplished our goals. We went onto the BEI program, identified our weaknesses and helped the techs overcome them. Of course there were some that you just couldn't help and they went bye bye. When we were bought out by one of the big Copier companies, our entire company saw first hand how the "big boys" do it and let me tell you it sucked big time. Our company was doing $35 mil a year in the same area of the country that this company was doing $7 mil. They bought our entire customer base and today, 3 years later they have lost them all. They are right back to the measly $7 mil they were making before they bought us out. Half the techs are gone (most left because they were sick and tired of the BS). As an independent we had an overall customer satisfaction rating of 98% in Arizona and Nevada. We were voted the #1 copier dealer in Arizona for 5 years in a row. It can be done without pushing numbers down the techs throats, they just need to have people that know how to do it and keep corporate out of the way. Thank you, I'm done now.

[fixthecopier]

Re: Lazy Co-workers, is there any justice?

My company recently lost a contract with a university. The owner does not understand why we were not given a chance to bid. The only other field tech I respect, who usually does the high end color systems and stuff hours away, had to go there for a couple of calls. She also will get the calls in my area when I am out. She told me we lost the contract, according to the people there because our service sucked. The 3 different people , one is the service manager, who did the calls there, were doing hit and run calls, only fixing the problem stated and not checking for other stuff ect, ect. She said it was like night and day the difference in those machines and mine. They are the same models and the same age. I feel like the boss should know, but on the other hand I feel like I should keep to myself and mind my own business. The service manager is the owners brother.

Our numbers only come out once a year and I always have the most calls completed and use the most parts used on contract calls. The way I see it, if business gets bad, the sorry techs go first. They are padding between me and unemployment.

I am planning to lose my military contract at the end of the year. It will not be because of service, it will be because the contracting agents are pushing it to a base wide contract that my competitor owns. My customers are pissed about it. When I say I am planning to lose it, I mean I am working to replace the work with other work. I am pushing shredder repair and printer repair. I am printing my own catalogs to advertise and will start doing the trade shows on base. All of this is with little to know help. I have a show in 3 weeks and I will be expected to attend the show and keep up with my calls. Unlike others who wonder what they will do when the contract runs out, I hope that I have so much other work that I can't wait to get rid of those contract copiers. I also have people showing me how I can bypass the government contract and sell to my competitors customers. Nothing pisses them off more than seeing my companies sticker on a printer next to their copier.

Point is that if you are with the right company hard work still counts.

[Ollie1981]

Re: Lazy Co-workers, is there any justice?

I have been reading with some great interest the previous posts and it makes me wonder if most of you have only worked for the dealers? Ikon, Canon, Konica, Ricoh etc. I worked for almost 30 years for an independent dealer and yes, when I first started it was all about the numbers. When I became a Branch Service Manager I was able to see things from both sides. At our service manager meetings all of us branch managers used to get together and pound on the corporate manager about how the numbers thing just doesn't work if you want happy techs and satisfied customers. It took us several years but we accomplished our goals. We went onto the BEI program, identified our weaknesses and helped the techs overcome them. Of course there were some that you just couldn't help and they went bye bye. When we were bought out by one of the big Copier companies, our entire company saw first hand how the "big boys" do it and let me tell you it sucked big time. Our company was doing $35 mil a year in the same area of the country that this company was doing $7 mil. They bought our entire customer base and today, 3 years later they have lost them all. They are right back to the measly $7 mil they were making before they bought us out. Half the techs are gone (most left because they were sick and tired of the BS). As an independent we had an overall customer satisfaction rating of 98% in Arizona and Nevada. We were voted the #1 copier dealer in Arizona for 5 years in a row. It can be done without pushing numbers down the techs throats, they just need to have people that know how to do it and keep corporate out of the way. Thank you, I'm done now.

Haha, I definitely recognise the whole "going to shit after takeover" scenario, been there, done that several times with different companies in different industries. I'm only in my thirties and I feel like a real salty jaded old dude who's just weary of the whole thing.

Question being, I get told a lot that all this metrics crap is "best practice", a phase which seems to me to be some sort of magic bullet for deflecting any kind of criticism. Who the hell evaluated this as "best"? Can I have the actual data as evidence to prove that this is "best" as what I hear from colleagues and customers tells me otherwise.

I'm moving on from where I work at the moment as soon as another job comes up, the way we work here seems so ingrained into the very culture of the company that nothing will ever change. It seems every week we lose another large customer so another round of layoffs can't be too far away.