I gave examples below of people who should be working at their station but almost doubtlessly because of seniority / pay levels just wouldn’t be monitored like that. It wouldn’t fit the beliefs of almost any corporation to monitor a ‘senior’ employees computer every five minutes no matter how important their availability it is.
I mean I stand to be proved wrong and told that actually, like, on call devops engineers or senior managers are monitored like that but I’d probably bet money they aren’t
Both things might be true, to be fair. There are 1500 employees being monitored like this apparently. Experiences likely vary considerably between different departments and managers.
But then surely the measures themselves are flawed if the two main performance indicators can result in this?
Would the obvious metric not be something a target number of cases closed per hour/day/insert time frame here, or deviation away from the function average?
I get your point about how it’s used being part of a picture, but if that’s the case surely there are more tangible measures that show output quality way over and above this one, that don’t have potential negative feedback loops of presentee-ism.
Like everyone needs time away from their desk to take a break, think through a problem, have a water cooler chat with a colleague. People aren’t efficiency machines and it feels like these sorts of tools result in more negative impact than the benefit of what they try to measure.
idk. I’d not be keen if my work started having this type of monitoring.
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phildawson
(Sorry, I will have to escalate this.)
122
Without monzo giving their response to the investigation and article and saying we dont use it a punishable way and that isn’t true about the performance improvement programme then I haven’t really got anything else to base it on other than what you just added in the last few minutes.
I would say just knowing that system is in place and can be used for both bad and good isnt a good thing from the employees perspective.
I take plenty of breaks - and I mean plenty of breaks, especially as a smoker. I regularly put the washing machine on, put the wet clothes in the drier, jump on a hangout with colleagues for a chat, make a pot of tea, or just go take a few minutes away from the screen (& all of those things are encouraged, well maybe not the smoking or the washing machine - but seen as we’re on Octopus Go you can pretty guarantee I will never be at my desk at 0030 )
It helps that I have an awful lot of respect for the people posting on the thread and that I also completely understand the aversion people might have when they read the telegraph article and don’t understand the full picture.
I don’t think there’s any measure which is perfect - if you bring in a close a certain number of tasks (which is basically how we used to work in fincrime before switching to AHT) you end up with people rushing to close tasks which can result in substandard work.
The combination of a variety of different metrics helps paint a more accurate picture.
This I agree with. Customer care is less easily measurable than one at first thinks. Queries often resurface if actually unresolved, many queries are actually multiple queries at once, some customers just need more time than others, some customers are just difficult and can’t be satisfied without unreasonable cost to the business.
As a CC manager I think you really need to regularly dig into actually what people are doing through random sampling, no metric or number gives a full picture.
Absolutely and that’s why our QA metric is the main one that we care about it. QA gets done by our QA team, by managers and I do a lot of informal QA as part of the coaching I do.
I’m sure other measures may exist beyond my three minute thinking.
It’s just a really complex beast right setting KPIs in a way that are measurable, and drive the right behaviours long term, and actually measure the thing that’s important to organisational success.
I’d wager that you could get rid of the activity measure and still have the right tools to appropriately monitor performance.
And I’d love to see what TS and fellow board pals are hitting on their activity %s
idk. I’d not be keen if my work started having this type of monitoring.
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