A proposal from management is to micro-manage station staff and other grades by introducing the customer service ‘dashboard’. Staff are already audited on a daily basis on Key Performance Indicators (KPIs). Your union reps were consulted on Dashboard but were uneasy on how far it will go and how much management expect from frontline staff.
One rep writes …
Big Brother is watching us. I do not advise the King Canute modus operandi of pushing the waves back and the futility of resisting the inevitable.
Dashboard affords us an insight in the company’s profitability via booking office and ticket office vending machine usage. (Very useful for pay reviews.)
‘Vital’ operational issues: Do you wear your tie? Do you wear your name badge? Do you pick your nose?
Which brings us aptly to the subject of uniform re-issuing. - which has not yet occurred since the birth of LOROL in November 2007.
Interestingly, lower-graded managers are also having their performance (or lack of it?) scrutinised.
This is a massive observation tool, and I firmly believe we have as of yet observed just the tip of the iceberg. Remember what happened to the Titanic, which was deemed unsinkable!