Tuesday, August 09, 2005

Introductions are in order

When I started working at Harland (financial forms and check printing company) the SLC call center was led by Chris Glynn using Quality Theory, created by Dr. W. Edwards Deming. Essentially we were trusted as employees who naturally want to do a good job and should not be judged because we are but one part of the entire system.

For example in an average call center setting, you would never walk into the Director's office to share some ideas you came up with to better the company or dare say CHAT. You probably NEVER go into your Director's office. Chris was rarely in his office let alone EVER had the door closed. At Harland you could walk by a Leadership (managers) meeting and Chris would practically pull you in and ask you what you would change about the company to make it better.

One more example: Normally in a call center your calls are monitored by your supervisor, they pull you over to their desk and tell you what you did wrong and send you away. At Harland they let you listen to the call and ask you what you did well and what you could improve in order to exceed the customer's expectations.

It was just a different way of doing things and it made you feel good, respected. You knew it was the right way to run a business but you also knew it seemed to good to be true.

Now that you have a taste of what I'm talking about you'll better understand how good we had it and how Hellish it got when it was taken away.

The good and the bad coming soon...