Quote:
Originally Posted by Kushan
There's a particular department that has a fantastic habit of doing this to tickets because their bonus is affected by how quickly they get issues fixed. A new ticket means it's a "new" issue and they've got a whole new SLA to play with. It's hard to say if this is a fault with that department, or if it's a fault with how their bonus is calculated - after all, it's not really their fault if they can't get an engineer to a site quickly enough, or if they can't get the go-ahead to upgrade a cab.
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That'd be Access NMC then.
They did it to a ticket raised from a fault of mine twice. On the 3rd try once the CEO's office were giving them heat it was fixed within 48 hours.
---------- Post added at 14:03 ---------- Previous post was at 14:00 ----------
Quote:
Originally Posted by AndyCalling
@Kushan: Well it's clear that VM senior management deserve a kick in the nuts for treating staff like that. It's ruddy rude behaviour for any staff, let alone the dedicated types at VM.
Personally I'd give up the upgrade and have the money go to a pay increase to the VM front line workers. Anyone else?
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Nope. They're completely different budgets and the money is being spent for purely commercial reasons. It would be found from somewhere whatever.