Ramblings of Heidi and Michael

I found out on Thursday that I managed to work some 900 odd cases during the 12 month period. The average for those folks who are employed in the same role as myself was only 296 (across 4 regions world wide).

I managed to close about 50% of those in the first 24 hours of accepting them. Don’t quote me on the average, as I don’t remember, but in I do know I was well above the average on all statistics I saw at the time.

It’s been stated it would be good for me to help others learn to work as effectively as I do. Although thinking about it, I think this is somewhat stupid. Everyone has the same chance to accept this amount of work, and if someone is lazy no amount of education by others to help them work things better will change that. Unless of course the manager/team leader makes it a directive to lift one’s game. I don’t think me alone attempting to change the way someone works will make much difference. You could show them how to better use time/skills and tools. But at the end of the day, they could just go back to the way they have always worked (or to be lazy).

I was a little annoyed with the prospect, although was happy to give it a go. Although the more I now think of it, I realise that myself alone probably won’t make a difference, especially if the person who is being shown is not willing to change and hasn’t been told they must improve. I am sure many folks would relate to what I am trying to say.

I had an excellent year, and well the whole economic down turn is a major pain, as I was going for a promotion which basically is not going to happen for atleast another 12 months, and well is not even assured at the end of that.

Think I will take my concerns about this whole proposal to my manager in the next week or so, as it’s not been considered or stated how the whole proposal would be measured or assessed. Personally I think the people it affects should be told it needs to be on their own IDP.

Anyways, just my little rant..

EDIT: And why would I attempt to reduce my work, when it is something that clearly makes me stand out from the bunch. Especially in times when we know that redunancies are possible for now and some time into the future. If anything, you’d think it would be in everyones best interest to work a little more productive. It’s not hard to pickup a high priority case, and several other lower priority work. Besides which, it doesn’t take much to take a little pride in your work, and make the customer feel important. It certainly goes a long way, and most of the time is rewarding when they appreciate it enough to write an email thanking you for the effort. I just don’t understand why some people don’t get it. It’s not bloody rocket science.

Went to work yesterday, it was my first day for the week on the account I worked the weekend which means I had Monday and Tuesday off.

Had a pleasant surprise, was asked by my manager to come in for a chat. I was certainly curious why, although knew it wasn’t anything bad. Turns out it was to be presented with a letter from the Executive Vice President, as I was nominated for a Reward & Recognition. Turns out I was nominated by an employee in another team in the United States. It was for my Contributions on the EMC Customer Support Forums. Since it was launched sometime ago, I created an account and tried to post on it every so often when time permitted. The fellow who nominated me happens to be one of the moderators.

As I said to the fellow who nominated in an email, I am happy to help where I can. Said thanks to them for the nomination, however they said it was deserved. So it made me quite happy about the whole thing.

Further more my manager thanked me for my contribution in recent months relating to the amount of service requests I accept and close on a monthly basis. It’s consistently very high in our team. Picked up a Myer Gift card, so I thought that was really nice of him.

All in all yesterday was a good day, and it’s when this happens you don’t mind going to work and spending that little extra effort to help out.

Below is excerpt from the letter I was given;