An item in the SMH describes the problems being experienced by AAPT's new call centre (and computer system).
You can bet the consequence will be a huge increase in TIO complaints, so I'll be able to bask in the glory of declining complaint levels while I ran the show and increases after I left.
The story really is a bit more complicated!!! However, one does question the wisdom of the whole "step out" change process that was employed. While the theory is great - maximise the benefits of the change by creating the opportunity to remove the most staff - the practical reality is that there really isn't such a thing as a "labour market". By that I mean that the skills required in a job are not ever actually available "off the shelf" in the marketplace.
What I'd really like to see is the report by the change management consultancy - Deloittes - on the change. Will the blame be laid at the door of management changes at AAPT, failure to properly implement the Deloittes change program or will it be a questioning of the Deloittes change methodology!
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