Vashandi, Vatongi, Vafudzi Vanoratidzira Mamwe Matambudziko Munze Fedex System
Pasina nguva mushure mekunge nyaya yekutanga yeHedEx yemutengi yakatumirwa, Teresa W. kubva kuhofisi yeFedEx yekambani yakanga ichipisa munzira yangu. Nekushingaira kwechisimba nekushingaira kwakange kusati kwaratidzwa nemumwe mushandi weFedEx, ndakanga ndasangana nawo mukati memavhiki angu maviri EEEE, Teresa W. akatumira ma-e-mail, akatumidzwa foni, uye akasara maziso ne e-mail yekero yese uye foni inosanganiswa nezita rangu uye kutengeswa kwangu kwakashata. Ndaifarira kuedza kwakanaka, uye ndaida kuziva nezvechinangwa chekubatana. Saka, hongu, ndakamudana zvakare.
Ndakapedza maminitsi 45 ndichifonera naTeresa, uyo akazvizivisa se "mumwe munhu anotaura zvakananga kuhutungamiri hwehutungamiri," uye aisakwanisa kuva mutungamiri we FedEx ari nani. Zvingave kuti iye aingova akanyatsoputika pakati pehutano hwehutano hwekugadzirisa nzvimbo, asi ndaida kutenda kuti akanga akatendeka, saka ndakamupa kubatsirwa kwekusava nechokwadi.
Kukurukurirana kwakatanga nekukumbira ruregerero kubva kuna Teresa panzvimbo yekambani yake, iyo yaiva nzvimbo yakanaka kutanga. Izvi zvakateverwa neshoko rokuti "Ndinoshuva kuti watibata nesu tisati wanyora nyaya yacho," iyo yakanga iri zvishoma. Mushure mokuyeuchidza Teresa kuti vatatu vakasiyana-siyana vakambowana FedEx kwete pasi peiri mbiri nguva nefoni, e-mail, uye zvemagariro evanhu, ndakamubvunza kuti zvakanyanya sei "kutaurirana" mutengi aitarisira kuita.
Apology # 2 ndiyo mhinduro yandakawana kumubvunzo iwoyo uye nyaya yacho yakakurumidza kuchinjwa.
Apo ndakabvunza Teresa zvakananga kuti chinangwa chekudana kwaiva chii, akandiudza kuti vatariri vepamusoro-soro yeFedEx vaiziva zvandaive nazvo, uye vaida kuwana mamwe mashoko kuitira kuti vagoziva kuti zviito zvipi, kana zvakadaro, zvinofanira kuve inotorwa mukupindura. Zvakare, ndaida kutenda kuti akanga akatendeseka saka ndakarondedzera dambudziko rose mumashoko akaoma.
Muchirevo chekutanga chekunyorwa kwenyaya yacho, ndakasiya zvakawanda zvezvikonzero nokuda kwezvikonzero zvitatu, nokuti zvakanga zvakaoma zvikuru kuti zvitsanangure nyore, nokuti izvi zvisati zvaitika ndakanga ndiri mukuru weFeeEx uye ndaiedza kuva nomutsa uye nekuda kwezvakanyorwa yakanga isiri iyo pfungwa yenyaya iyo yepakutanga. Asi iyo nyaya yakajeka yakanga iri nheyo inokosha kuna Teresa saka akazozvinzwa zvose.
Teresa aive nemukana wekunzwa pamusoro peumwe neumwe wezvikamu zviviri kana zvakadaro zvekubatana nemumwe wevashandi veFedEx, ruzivo rwakakosha, ruzivo rwekutaurirana, kuparara kwekugadzirisa, kuparara kwehurongwa , zvipikirwa zvakaputsika, kusakwanisa kutevera, kubudirira Nhamba dzakawanda dzisina kururama uye dzisingaverengeki, nhamba isina kuratidzirwa yakasara paimba yekuchengetera kwepakati kwevhiki, uye kuedza kusingagumi kwakatora vatatu vatengesa vashandi kuti vamanikidze vashandisi ve FedEx kuti vadzidzise zvose.
Ndakataura izvi munyaya yekutanga, ndakataura kuna Teresa, uye ini ndichataura zvakare. Kana rumwe ruzivo rwekero risina kururama runogona kutora mavhiki maviri emakwikwi, ipapo FedEx hurongwa huine matambudziko makuru uye iyo Company FedEx iri munyika inokuvadza.
Teresa akateerera mashoko ose akashata, akabvunza mibvunzo yekujekesa uye mushure mokunge achinzwa sokuti akanzwisisa zvose akati "akashamiswa, akaodzwa mwoyo uye anonyara." Akanzwika akatendeseka uye ndaida kutenda kuti akanga ari, saka ndakamupa kubatsirwa kwekusava nechokwadi.
Uye zvino ndiyo yaiva nguva yangu yokubvunza mibvunzo, uye Teresa aiva nenyasha chaizvo nenguva yake mukundibvumira kuita saizvozvo.
Mibvunzo yangu naTeresa (dzakatsanangurwa) mhinduro dzaiva:
Ini: Icho ndicho ruzivo rwemumwe mutengi anofanira kutarisira chero nguva pavanokanganisa se nhamba isina kururama pane imwe yemugwagwa?
Teresa: Handizvo.
Ini: Kubva pane zvaunoziva kuti hurongwa hunofanira kushanda, hwakakundikana kupi?
Teresa: Kwaiva nekukundikana nevatyairi, iyo nzvimbo yekuchengetedza, nzvimbo yekuchengetera zvinhu, kukanganisa kwakawanda pamwe nevatengi vese kubhadhara zvisiri izvo, kusakwanisa kuwedzera kune "mutungamiri" aigona kupindira, uye achidzokorora kukundikana mukukurukurirana nezvose zviri pamusoro apa.
Ini: Ndizvo zvandakaziviswa (katatu nevanhu vatatu vakasiyana) pamusoro pemhando ye fomu kuti ipe mashoko akanaka?
Teresa: Kwete.
Ini: Mufambisi wokutanga anofanira kunge akadana mutengi paanoona kuti pane kukanganisa pakero here?
Teresa: Kwete. (Kwaive chizaruro chitsva kwandiri kuti driex ye FedEx haibvumirwi kushandisa foni dzenguva paawa, nekuda kwe "kuchengeteka" uye "kubudisa" nyaya.)
Ini: Pane munhu anoshandisa nhamba yefoni iyo vatengi vanofanirwa kupa?
Teresa: Dispatchers.
Ini: Ndizvo chete mutyairi uyo aisakwanisa kuwana imba kana mapepa?
Teresa: Aiwa, yakanga iri vatyairi vakasiyana uye vaifanira kunge vakataurirana, asi sezviri pachena havana kuita. (Chimwe chizaruro chitsva ndechekuti pane madereji akasiyana / matori eGround uye Express mapeji.)
Ini: Sei pasina mumwe wevashandi vakawanda vakashanda zvakare avo vaibatanidzwa vachitora mamiriro ezvinhu uye vachishanda nesimba kuti vagadzirise?
Teresa: Basa revatengi chete "vatsigiri" vane nguva uye zvigadziro zvekutarisira zvinotengeswa zvakaoma. Mamiriro acho ezvinhu aidiwa kuwedzerwa kune umwe wevatsigiri.
Ini: Dambudziko rinotakura sei uye rini?
Teresa: Kana mutengi asina kugutsikana, vanogona kukumbira kuwedzera.
Ini: Vatengi vanoziva sei kukumbira "kuwedzera"?
Teresa: Sezvo iwe uchiziva kubvunza maneja chero ipi zvayo yemamiriro ekutengeserana nemamiriro ezvinhu iwe usingafari nazvo.
Ini: Hazvifaniri here kuti mumwe wevashandi vakawanda vanoita basa rekugadzirisa izvo zvakabatanidzwa vakaita sarudzo yekuwedzera dambudziko pasina kumirira kuti mutengi akumbire kukura?
Teresa: Hungu.
Iyi shanduro yakapindura mibvunzo mikuru yandaiva nayo seFedEx mutengi uye ndakaonga kushivirira kwaTeresa pakuvapindura vose.
Handizivi kuti ndeipi mibvunzo yeFedEx vatungamiri vave kana kuti vachange vachikumbira sekutevera kune mutengesi uyu, asi dai ndaive nhengo yedare rehutungamiri iro, ndaizova nevakawanda. Mibvunzo miviri inonyanya kukosha yandinotarisira vatungamiri veFedEx vave vachikumbira mukupindura kune imwe mamiriro ezvinhu ndei: :: kunze "zvakanaka?
2) Ko vashandi vane anonyatsobatana nevatengi vanofunga nezvekuti tingatora sei zvido zvebasa revatengi zviri nani?
ZVIMWE: Ungawana sei uye kubvisa zvipingamupinyi zveKashambadziri Mutengesi Service >>
Ndinofanira kutaura kuti nzvimbo iyo FedEx vashandi vatora nayo pamusoro pokubata "kunze" ndicho chinhu chimwe icho chiri chichiri chinonetsa kwandiri. Mukuverenga kuburikidza nemashoko akatumirwa mushure menyaya yepakutanga, pane vanhu vanoverengeka vakazvitsvakira sevashandi ve FedEx (kusanganisira vanhu vanoverengeka vakazobvisa maonero avo). Chigaro chavo chakanga chiri chekuti kana mutengi aita chikanganiso, ipapo mutengi akakodzera chero chero chinhu chinoshungurudza chinoshumira ivo vanowana mushure mokukanganisa ikoko.
Wow. Nokudaro izvo zvinoreva kuti FedEx mazwi nemamiriro ezvinhu anofanira kuverenga chimwe chinhu chakadai ...
"FedEx inopikira kuunza mapegiji ane nguva yakawanda ane zvigadzirwa zvako zvemauto panguva yakatarwa kunze kwekuti chero munhu ari pamusana wemuteresi wekutengeserana inoita chero rudzi rwekanganiso, panguva iyo FedEx haatore mutoro wezvose zvinenge zvichiita kana zvisingaiti zvinoitika shure kweizvi, kunyange kana iyo pari iri mune yeFedEx uye yakarasika muFexex processing system.Naiwo ona kuti hapana maitiro anobudirira ari munzvimbo yekubata zvinhu zvakadai sekukanganisa kero uye zvikanganiso zvakadaro zvinogona kuita kuti kutumira kwemazuva maviri kutore kusvikira masvondo maviri kana kupfuura kuti ataure, zvichienderana nenguva yakawanda uye simba rakadini munhu anenge achida kuwedzera kuti abatsire FedEx mukutsvaga kuti ungaita sei zvisingaiti. "
Iyi haisi iyo yekubvumirana yandakafunga kuti FedEx yakanga ine vatengi vayo. Izvo, zvinosuruvarisa, chave chiri chigaro chave chagara chiri kutorwa nevashandi veFedEx mukutumira kwangu melodrama. Kunze kwechinzvimbo chaTeresa. Aida kujekesa kwandiri kuti maonero anotsanangurwa neBlog commenters vakanga vasingamiriri nzvimbo yepamusoro yekambani. Izvozvo zvinyorwa, zvechokwadi, zvakaratidza kukanganiswa pakati pezvinangwa zvekambani uye mberi kwechokwadi.
ONA DZIMWE: Red Robin Inochinja Kusakundikana Kubudirira >>
Kutaura zvazviri, pane zvakanyanyisa kubvisa. Uye Teresa akandiudza kuti danho rake rinotevera nderekuendesa mberi mushumo unotsanangura avo vakanamatira kune vatungamiri veFedEx kuitira kuti vagone kukurukurirana pamwe chete nemazano akawanda e "coaching". Ndaida kutenda kuti mharidzo yakadai yaizoiswa uye kuverengwa saka ndakasarudza kumutenda.
Asi kana zvakadaro, ndine chine chikamu chekupedzisira che nyaya iyo ichashanda seyo mutezo wangu wekutevera kune weFedEx executive team.
Panguva yekukurukurirana kwangu naTeresa, ndakaratidza kutenda kwangu kuti uyo anogamuchira purogiramu haafaniri kutongerwa kutengesa sezvo yakatora mavhiki maviri kuti atore panzvimbo pemazuva maviri ndokukonzera huwandu hwakawanda hwekutambudzika munzira. Teresa akabvuma uye akandiudza kuti hapana chakanga chakanzi chikwereti kadhi rechikwereti asi, ndokundivimbisa kuti hapana chaizoda.
Mushure memaawa makumi maviri nemashanu pafoni naTeresa, ndakanzwa zviri nani nezve FedEx zvakare uye ndakafunga kuti zvingave zvakadaro kuti ruzivo rwangu rwakashata rwakanga rwuri rusina kunaka.
Izvozvo zvakagara kwevhiki imwechete kusvikira uyo anogamuchira marwadzo asina kunaka akandibata neni kuti anditaurire kuti iye, zvechokwadi, akatongerwa kutengeswa shure kwezvose. Akanditumirawo kopi ye e-mail inotevera yaakagamuchira kubva kuFedEx pamusoro payo ...
"Hongu [zita romutengi]:
Ndinokumbira ruregerero chikwereti chakanga chisina kubhadhara kutumira kwako. Nhamba itsva yekutsvakurudza yakaratidza nguva yekuzvipira yakasangana, saka sangano rakanatsa chikwereti.
Ndakataura nedhipatimendi redu rekushandisa mari pamusoro peiyi nyaya. Mangwanani ano, vakabudisa chikwereti chemari yekutumira. Ndapota bvumira maawa 48 kusvika ku 72 kuitira kuti chikwereti chioneke pane kadhi rako rechikwereti.
Pachinzvimbo cheFedEx, ndinokumbira ruregerero nokuda kwekuvhiringidza kana kushungurudzika kungave kwakakonzerwa nenyaya iyi.
Zvakasarura,
FedEx Sylvia "
Point, mutsara, uye mutsara unoenda ku "system." Handigoni kurega kuseka.
" Sangano " rakaratidza imwe nguva yekupedzisira kuti raive riri kutarisira, uye rakanyanya simba kune "mumwe munhu anongotaura zvakananga kune vakuru vakuru." Chimwe chevimbiso yakaputsika. Vamwe vaviri vashandi vevashandi vanoita mabasa anobatsira. Imwezve inosungirwa kuregererwa.
(Hazvina mhosva kuti zvingaita sei, ndine huwandu hune tsitsi kune vashandi veFedEx kupfuura kuvenga nokuti ndinoziva kuti chii chakafanana neicho chakanyatsogadziriswa pakati pevatengi vevanhu vane zvinodiwa nevanhu uye nzira isina kuchena iyo nzira dzisina kusimba dzisina kuvakwa shumira izvo zvido.)
Neyi yekupedzisira ye cyber thump pamusoro, FedEx "system" yakagumisa kusava nekusava nechokwadi kuti ndaive nekutarisira zvandinotarisira kunge zvakanyanya uye kuongorora kwangu kwakanyanya. Ndinomira nemhedziso yangu yepakutanga kuti vashandi vari varanda ve "system" vachaguma vachipedza nguva yakawandisa vachiedza kugadzirisa kutengesa uye kushamwaridzana izvo zvisingabviri kurongwa.
ZVIMWE: Vashandi Vanoita Mazano Mazano Anogadzirisa Ukama >>
Uye kune izvozvo, ndichawedzera kuti chero bedzi pane vanhu vari kubatanidzwa mune chero chikamu chekutengeserana, pane nguva dzose zvichave zvisiri izvo. Saka iwe unogonawo kuongorora nzira yekugadzirisa nayo zvisiri izvo nenzira isingaiti kuti vatengi vasiye. Iko kuti, hongu, kana iwe uchida kuramba uine vatengi .
Nguva yekupedzisira pandakatamira kune imwe nzvimbo, panzvimbo yekubhadhara kambani inofamba, ndakasarudza kutumira zvinhu zvangu mumabhokisi achishandisa FedEx. Zvose zvangu zvepanyika munyika dzakawanda dzebhokisi dzinodhura zviuru zvemadhora kutumira nyika yose - ndakazvipa zvose kuFedEx. Uye kunyange zvazvo ichi chaiva chisarudzo chinodhura, ndakasarudza kuti zvakakosha nokuda kwechikonzero chimwe chikuru. Ndakatenda FedEx uye ini handina kuvimba nekambani yemakambani anofambisa ayo ndakanga ndisati ndamboita bhizinesi nekare.
Ndaivimba kuti FedEx yaizobata zvangu zvinyorwa zvine hanya, uye kuti FedEx inogona kuwana zvinhu zvangu zvose zvenyika kubva paA A kusvika kune B pasina mishap. Ndaivimba kuti dai paiva nemhando ipi neipi yebasa rakakundikana nenzira iyo FedEx yaizove nayo yakakodzera yekugadziriswa kwebasa panzvimbo yekuigadzirisa nayo. Ndaivimba neFedEx pasina kuchengetwa nokuti vakanga vawana-kutengesa kumwe, imwe nguva-kutengesa nguva, uye imwe yehutano hwepamusoro pane imwe nguva panguva.
Mubhidhiyo wese munyika ino anoda kuva nemhando yakakwana yekusagadzikana, kusingadzvinyiriri, kusingatenderi kuvimba chero ipi zvayo yekambani yavanoita bhizimisi nayo. Zvinondishungurudza kuti pane imwe nguva yaimbova yakakwana kuvimba, pane ikozvino kusava nechokwadi uye kusavimba neukama hwangu neFedEx. Zvinondishungurudza kuti ini zvino ndava kutsvaga nzira dzeFedEx dzese dzinotengeswa dzinokosha kana nguva-dzisingatarisirwi. Zvinondipikisa kuti ini ndichava nekusava nechokwadi kunowanikwa kune zvandinotora zvekutakura zvakare.
Icho chakanga chisingaregererwi FedEx fiasco iyo yakaparadza kuvimbwa kwakaitwa naFedEx neni kwemakore akawanda. Pakaiti yakazoita kuti iende kune imwe nzvimbo uye mune imwe chinhu. Yakanga ichiri fiasco, asi yakanga yakakanganwirwa.
Chikonzero chaicho chekuti FedEx yakarashika kuvimba kwangu ndeyekuti rimwe rekutengeserana rakanga risati riri rega rakazarurirwa kwandiri kuti FedEx hurongwa hwakavakirwa kuti hushande zvakanaka pasi pemamiriro akakwana, asi kwete mumamiriro asina kukwana. Uye zvinosuruvarisa, vashandi veFedEx havaoneki vachitsigirwa zvakanaka kana kutungamirirwa nekutungamirirwa kuita zvakanaka nemamiriro asina kukwana kana.
Hapana chidikanwi chevatengi vanovimba kana zvinhu zvose zvichifamba zvakakwana. Hapana chekugadziriswa kwevatengi kuvimba kana zvinhu zvose zvisingafadzi.
Hazvina nyaya iyi kana yekare yakanyorwa sedare reDefEx. Ingongova nyaya yehutungamiri yekudzidza uye chiyeuchidzo IT tale. Hazvinei kuti chii chaunoda kutenda, mamiriro ekubasa kwevatengi, mhinduro, uye mugumisiro hausi weHedEx chete. Kupiswa ne "system" inowanzobatwa nevatengi mazuva ano. Uye nekuda kwekuti vatengi vako havasi kunyora pamusoro pazvo mubhuku hazvirevi kuti hazvisi kuitika mubasa rako zvakare.