Chris M
Global Moderator
Forum Quizmaster
Always happy to receive quiz ideas and pictures by email or PM
Posts: 19,415
|
Post by Chris M on Sept 28, 2007 13:26:05 GMT
It sounds like these audits and mystery shopper exercises have fallen into the trap of measuring what is easy to measure rather than what makes a difference :/
|
|
Deleted
Deleted Member
Posts: 0
|
Post by Deleted on Sept 28, 2007 13:43:40 GMT
Agreed.
And managers have fallen in to the trap of improving things that are measured, rather than things that really matter.
|
|
|
|
Post by Tubeboy on Sept 28, 2007 14:57:37 GMT
Service info is every 5 minutes, security one every hour.
We are advised where possible to align the pa's, with train arrivals..........which is not always possible.
|
|
|
|
Post by Tomcakes on Sept 28, 2007 17:32:58 GMT
It sounds like these audits and mystery shopper exercises have fallen into the trap of measuring what is easy to measure rather than what makes a difference :/ Exactly. Why don't the managers instruct staff to actually do useful things as opposed to pointless ones? Yes they might get a lower score on some measure, but you'd get much happier passengers. |
|
Deleted
Deleted Member
Posts: 0
|
Post by Deleted on Sept 29, 2007 0:01:16 GMT
Exactly. Why don't the managers instruct staff to actually do useful things as opposed to pointless ones? Yes they might get a lower score on some measure, but you'd get much happier passengers. Because then the managers would get shoved on to other posts, I presume. |
|
