Chris M
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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 :/
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Deleted
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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.
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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.
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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. |
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Deleted
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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. |
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