i work in a garage as a heavy diesel engine tech and this strikes a chord.
our managers tried some of this hokey crap the last time the IT crew was allowed to upgrade us from our AutoZone style CentOS work tracker system to some Fujitsu multi-site JIT work tracking thing. people who excelled at the leaderboard were the ones who gamed the ticket system itself, closing all the tickets immediately with a note explaining the total worktime based on the customers call. Management was furious because "these metrics help us plan for the work day" or so a suit or two told us. the game rigging never really affected our stock of tires or lube or anything it just infuriated our owners to no end. we even got signage in the bathrooms warning us not to "quick close" the tickets.
I guess I remember getting a $200 performance award gift card to Walmart for doing such a great job on fuel/oil maintenance tickets, then about a week later being told we were removing the new JIT system and rolling the old CentOS rigs back out onto the floor.
The obvious solution wasn't to bring back the old system, but to ask the team whos hours to cut and who to let go. If tickets only take "3" minutes to solve, and the shop only gets 40 tickets a day, that's only 2 hrs of work. George gets demoted to part-time and everyone else can go home.
3 comments
[ 10.6 ms ] story [ 28.1 ms ] threadour managers tried some of this hokey crap the last time the IT crew was allowed to upgrade us from our AutoZone style CentOS work tracker system to some Fujitsu multi-site JIT work tracking thing. people who excelled at the leaderboard were the ones who gamed the ticket system itself, closing all the tickets immediately with a note explaining the total worktime based on the customers call. Management was furious because "these metrics help us plan for the work day" or so a suit or two told us. the game rigging never really affected our stock of tires or lube or anything it just infuriated our owners to no end. we even got signage in the bathrooms warning us not to "quick close" the tickets.
I guess I remember getting a $200 performance award gift card to Walmart for doing such a great job on fuel/oil maintenance tickets, then about a week later being told we were removing the new JIT system and rolling the old CentOS rigs back out onto the floor.