-pathetic-
it is dishearting to see that people show attention to failure other than performance.
i had the priviledge of working in a business where human power is definitely THE factor in making the business run. high technology's contribution is only minimal and management are merely overseers of the ranks. most of the work and the progress in this business is because of the hardworking and dedicated rank and file employee who unfortunately in my view are neglected.
coming in this unit, has been frightful due to the many stories that i hear about the organization - the poor management, the taxing work, high attrition, demanding clients - name it its there. being an amteure in a bunch of professionals, all i can do is observe and try to understand the existing culture. this is what i have observed so far:
culture of fear
due to the high demand on meeting the set performance metrices, most managers, i included, look more on the numbers and less on the behavior or the effort that an agent puts to action. it is disheartening to walk somebody out of the door because they have failed to meet the required number that they are supposed to generate. such situation has caused a culture of fear among agents. they come in to work not anticipating the new things that they will learn but they come in to work with fear burning their chests - fear that they might not have work anymore. people are driven to perform because of this fear.
and the management has made this expectation very clear - if you do not perform you are out. this is also the reason why a hundred people lost their jobs in a day - for failure to meet the targeted goal. the message has been clearly set - perform if you want to keep your job.
culture of neglect
after driving poeple to perform to their maximum, finally the unit has been top 5 spot globally. and sadly, there has no recognition made acknowledging the effort of these poor fellows who toil to bring the unit to where it is now. it is very unfortunate that people are being recognized (negatively) for non-performance and people are being ignored for their performance.
yes, this is a pathetic state. and sadly i am part of this pathetic unit.
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