Ben:
At 06:48 31/10/1997 -0700, Benjamin B. Compton wrote:
>Fifth, all the managers cared about was that the numbers looked good for
>QBR (Quarterly Business Review). The VP set a goal that 75% of all calls
>would have a documented solution published in our problem database...
>standard document that says, 'The customer didn't read the manual, and the
>answer was in the manual.'" And so they did. And they reached their 75%
>target, which meant absolutely nothing except that they looked good in
>QBR...
I'm genuinely saddened by your travails, both corporate and personal. The
evidence you site is symptomatic of a diseased organization. Given the
nature of much of Novell's culture, why are you at all surprised at the
hubbub when you wrote a Corrective Action against this sandbagging
procedure? Your action put egos, reputations, and (likely) compensation
at risk.
Gregory III applied three rules for all papal bulls brought before him:
What fairness suggests, What the law allows, and What will work. You
violated Rule Three. I have limited data, but I feel that you should have
departed sooner and found a sinecure that more closely matched your core
values.
Best regards, Gordon Housworth
Intellectual Capital Group
ghidra@modulor.com
Tel: 248-626-1310
http://www.modulor.com
--Gordon Housworth <ghidra@modulor.com>
Learning-org -- An Internet Dialog on Learning Organizations For info: <rkarash@karash.com> -or- <http://world.std.com/~lo/>