| 00:00 - 00:05 | Big wigs upstairs say "Hey, we need world class service levels" |
| 00:05 - 00:07 | "75% service levels, we're already at 70%" |
| 00:07 - 00:10 | So their solutions is to release a new ticket system. |
| 00:11 - 00:16 | It was broken from the start. We told them this. They released it anyway. |
| 00:17 - 00:21 | It broke instantly and our service levels crashed. |
| 00:21 - 00:24 | 33%. |
| 00:29 - 00:31 | 33%!! |
| 00:31 - 00:34 | Somehow management couldn't connect the dots! |
| 00:38 - 00:40 | 33%!! |
| 00:41 - 00:47 | It isn't possibly that. They techs just got lazy and don't want to work. |
| 00:47 - 00:50 | So we used the old system, that works. |
| 00:50 - 00:56 | And their response to that was they threatened to write us up for using it. |
| 00:58 - 00:59 | They said |
| 00:59 - 01:01 | They said they were going -- |
| 01:04 - 01:06 | -- to fire us for trying to do our jobs! |
| 01:06 - 01:08 | Anyway we can! |
| 01:13 - 01:14 | 33%!! |
| 01:14 - 01:16 | We were trying to fix it! |
| 01:16 - 01:20 | But then they threatened us! |
| 01:21 - 01:27 | We tried to fix THEIR screw up and they thought the best action was to threaten us! |
| 01:35 - 01:36 | 33% service levels |
| 01:36 - 01:39 | You know how bad that is?! |
| 01:41 - 01:44 | No, No! Seriously. The service levels are a big problem. |
| 01:44 - 01:47 | So to help they release automations to help. |
| 01:47 - 01:49 | They don't work, so we don't use them. |
| 01:50 - 01:53 | And management threatens us again. |
| 01:54 - 01:56 | They don't work. |
| 01:56 - 01:58 | They would crash the ticket system |
| 01:58 - 02:02 | Which we would then lose our tickets and all we did |
| 02:05 - 02:07 | 33%!! |
| 02:10 - 02:11 | They threatened -- |
| 02:11 - 02:13 | They threatened -- |
| 02:15 - 02:17 | They threatened to write us up |
| 02:17 - 02:20 | For trying to do our flipping jobs! |
| 02:21 - 02:28 | At this point the techs just don't give AF anymore |
| 02:29 - 02:30 | They just stopped caring? |
| 02:30 - 02:32 | They stopped FLIPPING caring. |
| 02:36 - 02:39 | Service levels dropped even more. |
| 02:40 - 02:42 | Management still didn't connect the dots. |
| 02:50 - 02:55 | How can anyone be surprised. |
| 02:56 - 02:58 | What did the techs do then? |
| 02:58 - 03:04 | The techs just started working with broken systems |
| 03:04 - 03:09 | So to bring up levels they hired people who knew nothing |
| 03:09 - 03:11 | Levels dropped even more. |
| 03:16 - 03:20 | Then the good techs started leaving |
| 03:23 - 03:26 | They started going to jobs that actually valued them |
| 03:31 - 03:36 | Despite ALL this, management still hasn't connected the dots. |
