Some quotes from the ABC 4 Corners investigation into Telstra call centres:

JOHN ROLLAND, EXECUTIVE DIRECTOR, TELSTRA CUSTOMER SALES & SERVICE : If a person who joins us over time is not able to achieve the balanced scorecard that we've got — and it's not just about sales; it's about customer service and other issues — then we will have a discussion about them finding other opportunities outside Telstra.

QUENTIN MCDERMOTT (reporter): "Help me understand" wasn't the only language used in the team leaders' training course. There were other terms being bandied about. "Dragons", "submarines" and "savages" were also referred to by at least one teacher. "Dragons" got in your way, or blocked you.

Telstra uses a 'performance improvement process' called PICM - Performance Improvement and Conduct Management.

Two Telstra employees have committed suicide since these US-style work practices have been introduced.
http://www.abc.net.au/4corners/content/2007/s1954636.htm

might I suggest and adequate vernacular one-word comment
viz: "strewth"?

A very disturbing report, the brainwashed executive did not make me feel comfortable. He might seek opportunities outside the business world for his own personal development.

What better illustration of two magnificent human beings destroyed by vile management practices.

Let's visualise a discussion between the hapless employee, Claire, and her leader:

• So Claire, I've asked you in here because we have determined that you have not achieved your balanced scorecard and I would like to ... ehh... let me see here.... ehh... just one second while I look it up.... ehh... yes: discuss with you about you finding alternative opportunities outside Telstra.
• ?!
• Yes. I have been given a list of suggested roles for you outside Telstra that we would like you to consider. Would you think about... let's see... mine-shaft cleaning in Kalgoorlie?
• Sorry?!
• No? Perhaps not. Maybe as a security guard for John Howard whenever he visits the Northern Territory?
• Excuse me?!
• I suppose not. There are some options for overseas work. What about administering typhoid injections in Calcutta (though I think they call it Kolkata now -- a cultural change similar to what went on here, I suppose)?
• I ... feel ... faint.
• Or maybe trafficking people from Eastern Europe to West Europe? (How did that get there?!)
• (meekly) What if I don't want to do any of these?
• Hmm? Ah. "E: None of the above" -- ha ha -- I guess is what your saying. Let's see. I think there's a note about this in the memo.... just a second .... here it is... yes ... oh! ... I see. It says here that we're only discussing "about finding other opportunities outside Telstra" for you. If you're not keen on availing of those opportunities, we have to ... let me get this right .... quote-unquote .... ehhhm .... keep you as an employee of Telstra. So. Good job. Keep it up. Thank you, Claire.
• (more bewildered that ever): ok. bye(?)

Now there's something familiar about that conversation.....

Wasn't that on Office Space?????


:D :D :D :D :D