Abasebenzi, abaSebenzi, abaFaki baveze ngakumbi iingxaki kwiNkqubo ye-Fedex
Kungekudala emva kokuba ibhaso lokuqala leNkonzo ye- FedEx yenkonzo yamakhasimende ithunyelwe, uTeresa W. kwi-ofisi ye-FedEx yoshishino yayishushu endleleni yam. Ngenxa yokunyamezela ngentshutshiso nokuphikelela okungazange kuboniswe ngumnye umqeshwa we-FedEx, ndayisebenzisana nayo yonke i-week-week ye-FedEx yeeveki, uTeresa W. wathumela i-imeyile, wenza iifowuni, kwaye wayishiya imiyalezo nge-imeyile nganye idilesi kunye nefowuni ehamba kunye negama lam kunye nokuthunyelwa kwam. Ndiyayixabisa umzamo owenziweyo, kwaye ndafuna ukwazi ngenjongo yoqhagamshelwano. Ngoko, ewe, ndammbiza.
Ndichitha imizuzu engama-45 kwifowuni noTeresa, owazichaza nje ngokuba "ngumntu obika ngqo kulawulo olulawulayo," kwaye wayengenakuba ngummeleli we-FedEx ongcono. Kungenzeka ukuba wayeyindoda yokuphulukisa inkonzo ephakathi kakhulu, kodwa ndafuna ukukholelwa ukuba wayeyinyaniso, ngoko ndamnika inzuzo yokungathandabuzeki.
Incoko yaqala ngokuxolisa kuTeresa egameni lenkampani yakhe, eyayiyindawo enkulu yokuqala. Oku kwalandelwa yinkcazo "Ndingathanda ukuba uthintane nathi ngaphambi kokuba ubhale le nqaku," elaliyinto engafanelekanga. Emva kokukhumbuza uTeresa ukuba abathengi abathathu abaye baqhagamshelana neFedEx kungekho ngaphantsi kwezihlandlo ezibini ngeefowuni, i-imeyile, kunye neendaba zoluntu, ndambuza ukuba "udibanisa" kangakanani na umthengi kulindeleke ukuba enze.
I-Apology # 2 yayiyimpendulo engayifumana kulo mbuzo kwaye isihloko satshintshwa ngokukhawuleza.
Xa ndabuza uTeresa ngokuthe ngqo ukuba yintoni injongo yolubizo, wandixelela ukuba abaphathi kwizinga eliphezulu le-FedEx babesazi ngamava am, kwaye babefuna ukufumana ulwazi olungakumbi ukuze bakwazi ukunquma ukuba zeziphi izenzo, ukuba zikhona, kufuneka ithathwe ngokuphendula. Kwakhona, ndandifuna ukukholelwa ukuba wayenyanisekile kwaye ndabalisela yonke into enzima kwiinkcukacha eziyinkimbinkimbi.
Kwimbali ebhaliweyo yokubalisa ibali, ndashiya ezininzi iinkcukacha ngezizathu ezintathu, kuba kwakunzima ukuchaza ngokucacileyo, ngaphambi kokuba ndibe ngumdlali omkhulu weFeeEx kwaye ndizama ukuba nomusa kwaye ngenxa yeenkcukacha zobungqina bekungengowona mbono wolu bali lokuqala. Kodwa iinkcukacha zengqungquthela yayiyinto ebalulekileyo kuTeresa ngoko waziva konke.
UTeresa wayenenhlanhla ukuva malunga nenye yezinto ezimbini okanye ukusebenzisana kwazo kunye nabasebenzi be-FedEx nganye, ulwazi olungalunganga, ukungahambisani, ukuchithwa kwenkqubo, ukusilela kweenkqubo , izithembiso ezingaphukileyo , ukungabikho kokulandelelana, iinombolo ezininzi zokulandelela ezingekhoyo kwaye ezingekhoyo, iphakheji engabonakaliyo yashiywe kwisiteji sokugcina iimpahla ngaphezu kweveki, kwaye umzamo ongenakuthathalela wathatha abathengi abathathu abaphazamisayo ukunyanzelisa abasebenzi abangenakushukunyiswa yi-FedEx ukuyihlungulula yonke into.
Ndathi kwinqaku lokuqala, ndathi kuTeresa, kwaye ndiza kuphinda ndithethe kwakhona. Ukuba enye idilesi engalunganga idilesi ingabangela iiveki ezimbini zeengxabano, ke inkqubo ye-FedEx inemingeni enzima kwaye inkampani ye-FedEx ehlabathini lokulimala.
UTeresa walaphula zonke iinkcukacha ezingcolileyo, wabuza imibuzo ethile yokucacisa kwaye emva kokuba wayevakalelwa ukuba wayeyiqonda yonke into ethi "wayethukile, wadana kwaye wadana." Wayevakala ngokunyanisekileyo kwaye ndifuna ukukholelwa ukuba wayekho, ngoko ndamnika inzuzo yokungathandabuzeki.
Kwaye ke kwakuyixesha lokuba ndibuze le mibuzo, kwaye uTeresa wayenomusa kakhulu ngexesha lakhe ngokundivumela ukuba ndenze njalo.
Imibuzo yam kunye neempendulo zikaTeresa (ezichaziweyo) zilandelayo:
Mna: Ngaba lo luhlobo lwamava ukuba nayiphi na umthengi kufuneka alindele naluphi na xa benza iphutha njengenani elingalunganga kwidilesi yesitalato?
UTeresa: Akunjalo.
Mna: Ngokusekelwe kwindlela oyazi ngayo inkqubo kufuneka isebenze, yintoni iphumelele?
UTeresa: Kukho ukungaphumeleli kwabaqhubi, i-dispatcher, indawo yokugcina impahla, ukungaphumeleli kweenkonzo ezininzi ngeenkonzo zabathengi, ukungaphumeleli ukuba "ummeli" onokungenelela, kunye nokungafezeki ngokuphindaphindiweyo kokunxibelelana nazo zonke ezi ngasentla.
Mna: Ngaba ingcaciso endiyinike yona (kathathu ngabantu abathathu abahlukeneyo) malunga nefom yefom engenise ulwazi oluchanekileyo?
Teresa: Hayi.
Mna: Ngaba umqhubi wokuqala omele umthengi xa eqonda ukuba kukho iphutha kwidilesi?
UTeresa: Cha . (Kwakuyityhilelo esitsha kum ukuba abaqhubi be-FedEx abavumelekanga ukusebenzisa iifowuni ezithe xaxa ngelixa, ngenxa yokuphepha "nemveliso".)
Mna: Ngaba nawuphi na umntu usebenzisa inombolo yefowuni efunekayo ukuthumela?
UTeresa: Iintengiso.
Mna: Ngaba ngaba ngumqhubi omnye owakwazi ukufumana indlu okanye ipakethe?
UTeresa: Akunjalo, kwakukho abaqhubi abahlukeneyo kwaye babefanele baxoxe nabanye, kodwa ngokusobala bazange baxoxe. (Esinye isityhilelo esitsha kukuba kukho abaqhubi abahlukeneyo / amaloli kwiPround and Express Express.)
Mna: Kutheni kungabikho nawuphi na uninzi lwabaxumi beenkonzo zabathengi ababandakanyekayo bathatha uxanduva kwimeko kwaye benza umsebenzi wokulungisa?
UTeresa: Kuphela inkonzo yabathengi "abacebisi" banethuba kunye nezixhobo zokunyamekela ukuthunyelwa nzima. Le meko yayimfuneko ukuba ikhule ibe yinye yabameli.
Mna: Iingxaki zithunyelwa njani kwaye zingaphi na iindleko?
UTeresa: Ukuba umthengi akanelisekile, banokucela ukunyuka.
Mna: Abathengi bazi njani ukucela "ukunyuka?"
UTeresa: Njengoko uyazi ukucela umphathi naluphi na uhlobo lwenkonzo yomxhasi ongenakuvuyela.
Mna: Akufuneki na omnye wabaninzi beenkonzo zabathengi ababandakanyekayo benze isigqibo sokwandisa ingxaki ngaphandle kokulinda umthengi ukuba acele ukunyuka?
Teresa: Ewe.
Olu tshintsho lwaphendula impendulo ebalulekileyo endiyithandayo njengomthengi we-FedEx kwaye ndaxabisa umonde kaTeresa ekuphenduleni bonke.
Andiqinisekanga ukuba yiyiphi imibuzo i-FedEx iinkokheli eziye zaza okanye ziza kubuzwa njengendlela yokulandelelana kule ntengiso, kodwa ukuba ndiyilungu lelo qela lolawulo lobunkokheli, ndiza kuba baninzi. Imibuzo ebalulekileyo ebalulekileyo endiyithemba ukuba i-FedEx iinkokheli zibuze ngokuphendula kule imeko ethile :: :: ngaphandle "kakuhle?
2) Yintoni abaqeshwa abanxibelelwano oluxhamlileyo nabathengi bacinga malunga nendlela esinokusingatha ngayo ngaphandle kweenkonzo zethu zabathengi?
EZINYE: Indlela yokuFumana kunye nokuKhusela iZithintelo kwiNkonzo yokuThengwa ngaphandle kweThengi >>
Ndiza kuthetha ukuba isikhundla sokuba abasebenzi be-FedEx bathathe malunga nokuphatha "ngaphandle" yinto enye ephazamisayo kum. Xa ufunda ngeengxelo ezithunyelwe ekuphenduleni kwinqaku lokuqala, kukho abantu abaninzi abaye bazibonakalisa njengabasebenzi be-FedEx (kubandakanywa nabantu abambalwa abasuse amazwana abo). Isikhundla sabo esifanelekileyo kukuba ngaba umthengi wenza iphutha, ngoko umthengi ufanelwe nayiphi na into ephazamisayo yinkonzo abayifumana emva kwaloo mpazamo.
Wowu. Ngaba oko kuthetha ukuba imigaqo kunye neemeko ze-FedEx kufuneka zifunde into enje ...
"I-FedEx ithembisa ukuhambisa iiphakheji ezinokuthi zenze ixesha elinokuthi ngaphandle kokuba nayiphi na umntu ehlangothini lomthumeli wentengiso yenza nayiphi na iphutha, ngexesha apho i-FedEx ayithatha uxanduva kuyo nayiphi na into eyenza okanye engenzi kwenzeka emva koko, nangona iipakethe zisesandleni seFedEx kwaye zilahlekile kwinkqubo yokucwangcisa i-Fedex. Nceda uqaphele ukuba akukho zixhobo ezisebenzayo zokuphatha izinto ezinjengeempazamo zeedilesi kwaye loo mpazamo inokubangela ukuba uthunyelwe imihla ngemihla ukuya kwiiveki ezimbini okanye ngaphezulu ukuhambisa, kuxhomekeke kwithuba elingakanani kunye nomzamo wokuthumelela uzimisele ukwandisa ukuncedisa i-FedEx ekuqaliseni indlela yokusingatha okungafaniyo. "
Lona alukho uhlobo lwesivumelwano esandicinga ukuba i-FedEx ibe nabathengi bayo. Ngelishwa, ngelithuba, isithuba esiye senziwa rhoqo ngabaqeshwa be-FedEx kwindlela yam yokuthumela ngayo i-melodrama. Ngaphandle kwesimo sikaTeresa. Wayefuna ukucaca kum ukuba iimbono ezichazwe ngababhali beblogi babengabonakali isikhundla sesikhundla senkampani. Loo myalelo wokubala, ngokuqinisekileyo, ubonakalise ukuxhatshazwa phakathi kwentsebenziswano kunye nenjongo yangaphambili.
FUNDA KWEZI: U- Red Robin Uguqula ukungaphumeleli kwimpumelelo >>
Enyanisweni, kukho ukukhutshwa okumbalwa. Kwaye uTeresa wandixelela ukuba isinyathelo sakhe esilandelayo kwakukugqithisa ingxelo echaza ezo zintambo kunye nabaphathi be-FedEx ukwenzela ukuba baxoxwe kunye namathuba amaninzi "okuqeqesha." Ndandifuna ukukholelwa ukuba ingxelo enjalo yayiza kufakwa kwaye ifundwe ngoko ndakhetha ukumkholelwa.
Kodwa xa kunjalo, ndinomxholo wokugqibela webali eliza kuba ngumbiko wam ulandelelwano kwiqela elilawulayo le-FedEx.
Ngexesha lokuthetha kwintetho noTeresa, ndabonisa inkolelo yokuba ummiselo we-package akufanele ahlawuliswe ngenxa yokuthunyelwa kwayo kuba kuthatha iiveki ezimbini ukuhambisa endaweni yeentsuku ezimbini kwaye kubangele ixabiso elininzi lokuhamba endleleni. UTeresa wavuma waza wandixelela ukuba akukho nto ihlawuliswe kwikhadi lekhredithi, kodwa wangqina ukuba akukho nto.
Emva kwemizuzu engama-45 kwifowuni kunye noTeresa, ndandiziva ngcono ngakumbi nge-FedEx kwakhona kwaye ndandicinga ukuba kwenzeka ukuba amava ambi ayenalo.
Oko kwaphela malunga neveki kwaze kwaba yilapho ummkeli womthumo obileyo edibana naye ukuba ndixelele ukuba, ngokwenene, wayehlawuliswe ukuthunyelwa emva koko konke. Kwakhona wandithumela ikopi yale imeyile elandelayo eyayifumana kwi-FedEx malunga nayo ...
Sawubona [igama lomthengi]:
Ndixolisa ikhredithi ayikhange ikhishwe ngenxa yokuthunyelwa kwakho. Inombolo entsha yokulandelela ibonise ixesha lokuzibophelela elidibeneyo, ngoko ke inkqubo ikhutshwe ngokukhawuleza ikhredithi.
Ndathetha kwisebe lenkonzo yengeniso malunga nale ngxaki. Ngomso, bakhupha i-credit ngemali yokuthumela. Nceda uvumele iiyure ezingama-48 ukuya kuma-72 ukuba loo mboleko ivele kwikhadi lakho lesikweletu.
Ngenxa ye-FedEx, ndicela uxolo malunga naluphi na ukuphazamiseka okanye ukukhungatheka okungenzeka kubangelwe yile ngxaki.
Ngokuhle okuphuma entlizweni eshushu,
FedEx Sylvia "
Iphuzu, umdlalo, kunye nomdlalo uya "kwinkqubo." Andikwazi ukuyeka ukuhleka.
" Inkqubo " yabonakalisa okokugqibela ukuba yayiyintloko, kwaye inamandla kunokuba "umntu obika ngqo kwi-management management". Esinye isithembiso esiphukileyo. Amanyathelo angaphezu kwamanyathelo angenelelo lomsebenzi wamakhasimende. Esinye isinye uxanduva sokuxolisa.
(Kungakhathaliseki ukuba ingabonakala njani, ndinemfesane kakhulu kubaqeshwa be-FedEx kunokuba nithandane kuba ndiyazi ukuba kuthanda ukuthini phakathi komthengi wabantu abaneemfuno zabantu kunye neenkqubo ezingenangqondo kunye neenkqubo ezinzima ezingakhiwa ngenkonzo ezo zidingo.)
Ngaloo ndlela yokugqibela ye-cyber kwi-head, i-FedEx "inkqubo" yatshitshisa naluphi na ukungathandabuzeki ukuba ndandinayo malunga nokulindela kwam phezulu kakhulu kwaye ukuvavanya kwam kunzima. Ndimi ngesigqibo sam sokuqala sokuba abasebenzi abagqila "kwinkqubo" baya kugqiba ukuchitha ixesha elingalingani ukuzama ukulungisa ukuthengisana kunye nokusebenzisana okungekho kwinkqubo.
OKWENGEZIWE: Iinkqubo zokuSebenza kwabaThengi eziLungisa ubudlelwane >>
Kwaye, ndiya kudibanisa ukuba nje kubakho abantu abangabandakanyeka kuyo nayiphi na inxalenye yentengiso, kuya kuba soloko kungabikho. Ngoko unokwenza ukuba uqaphele indlela yokujongana nemida ngaphandle kwendlela engaqhubekiyo yokukhipha amakhasimende. Oko kunjalo, ukuba ufuna ukuqhubeka nokuba abathengi .
Ekugqibeleni ndagqitha indawo yokuhlala, kunokuba ndiqeshe inkampani ehambahambayo, ndagqiba ekubeni ndiyithumele impahla yam ebhokisini esebenzisa i-FedEx. Zonke izinto zam zehlabathi kwiindidi zeebhokisi ezibiza amawaka eedola ukuthumela ilizwe eliphambili - ndinike konke kwi-FedEx. Kwaye nangona oku kwakukhethi olukhethileyo, ndagqiba ekubeni kwakufanelekile ngenxa yesizathu esinye esikhulu. Ndiyathemba i-FedEx kwaye andizange ndiyithembele nayiphi na inkampani ehambayo engakaze ndenze ibhizinisi ngaphambili.
Ndithemba ukuba i-FedEx yayiza kuthatha iiphakheji zam ngononophelo, kwaye i-FedEx yayiza kufumana yonke impahla yam yehlabathi kwinqanaba A ukuya kutsho B ngaphandle kokuphazamiseka. Ndiyathemba ukuba ukuba kukho nayiphi na inkonzo yokungaphumeleli kwindlela indlela iFedEx eya kuba nayo yokubuyiswa kwenkonzo efanelekileyo ukuyilawula. Ndithembele kwi-FedEx ngaphandle kokugcinwa ngenxa yokuba babeyifumene-ukuthengiswa komnye, ukuthunyelwa kwexesha ngexesha elinye, kunye namava aphezulu enkonzo ngexesha elinye.
Bonke abathengi kwihlabathi bafuna ukuba nelo hlobo olupheleleyo, abangabikho uxinzelelo, abangathembekiyo naluphi na uhlobo lwenkampani abaqhuba ngayo ishishini. Kubuhlungu ukuba apho kwakukho ukugqiba ukuthembela, kukho ukungathandabuzeki kunye nokungathembeki kwimilamano yam ne-FedEx. Kucaphukisa ukuba ngoku ndiya kukhangela iindlela ze-FedEx kuzo nayiphi na iindleko eziza kubaluleka okanye ezibalulekileyo. Undigxininisa ukuba ndiya kuba nokungaqiniseki kudibaniso lwam lokuthumela kwakhona.
OKWENGEZIWEYO: Indlela yokuPhepha kweNtsebenzo yabathengi abancinci be-Panera ingaba nemiphumo emibi engalunganga kwixesha elizayo >>
Kwakungekho enye i-FedEx fiasco enye engasenakuthethelelwa yatshatyalalisa i-trust eyakhelwe ngu-FedEx kunye neminyaka emininzi. Iphakheji ekugqibeleni yenze ukuba iya kwindawo yayo kunye nendawo enye. Kwakuse-fiasco, kodwa yayisisithethelelo.
Isizathu sangempela sokuba i-FedEx ilahlekelwe yithemba lam ngenxa yokuba ukuthengiswa komnye okwakungekho oqhelekileyo kubonakaliswe ukuba inkqubo ye-FedEx yakhelwe ukuba isebenze kakuhle phantsi kweemeko ezigqibeleleyo, kodwa kungekhona kwiimeko ezingaphelelekanga. Ngokubuhlungu kukuba, abasebenzi be-FedEx abazibonakali baxhaswa okanye abalawulwa ngokufanelekileyo ekusebenzelaneni kakuhle neemeko ezingapheleleyo.
Akukho mfuneko yokuthembela kumthengi xa konke kuhamba ngokugqibeleleyo. Akukho ndawo yokutshintsha abathengi xa yonke into ingahambi kakuhle.
Leli bali okanye elidlulileyo alibhalwa njengecala lokutshutshiswa kwe-FedEx. Kufundwa kwimeko yecandelo lobunkokheli kunye neengcebiso ze-IT. Kungakhathaliseki ukuba ufuna ukukholelwa ntoni, le nkcazo yenkonzo yamakhasimende, impendulo, kunye nesiphumo ayifuni kwi-FedEx. Ukutshiswa ngu "nkqubo" ngumntu oqhelekileyo othengwa ngamava kule mihla. Kwaye ngenxa yokuba abathengi bakho ababhalelanga ngayo kwiblogi ayithethi ukuba akukho nto eyenzekayo kwintsebenzo yakho.