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From: taylor@hplabsc.UUCP (Dave Taylor)
Newsgroups: mod.comp-soc
Subject: Re: Performance monitoring
Message-ID: <717@hplabsc.UUCP>
Date: Mon, 6-Oct-86 13:10:43 EDT
Article-I.D.: hplabsc.717
Posted: Mon Oct  6 13:10:43 1986
Date-Received: Tue, 7-Oct-86 03:53:54 EDT
Reply-To: sdcsvax!sdcc18.UCSD.EDU!ee161aba
Organization: Hewlett-Packard Laboratories
Lines: 38
Approved: taylor@hplabs
Reference: <681@hplabsc.UUCP>

This article is from sdcsvax!sdcc18.UCSD.EDU!ee161aba (David Smith)
 and was received on  Sun Oct  5 21:22:45 1986
 
The whole idea of squeezing maximum efficiency out of humans is probably 
counter-productive in the long run.  Humans aren't machines and don't like 
to be made to feel that they are.  In the last few months, PacTel has been 
installing voice synthesizers to give out phone numbers.  Since the 
change-over has been made, I've noticed that the operators seem more 
irritable, tired and generally on-edge.  Also, I've received wrong numbers 
from information several times in the last few months and received conflicting 
information.  Depending on when you call information about my company, either:

a) we don't exist
b) we exist, but the wrong phone number is given
c) we exist, and the correct number is given.

The same happened when I was trying to find the number of a friend who hadn't 
had her phone connected yet.  I received a wrong number first, then was told 
on my second try there was no listing.  I think the first time the operator 
just gave me a number attached to the same last name.

My point is that the operators don't seem to care any more.  If they had to 
read off to me, "blah-blah, ###-####" they would probably feel more 
responsible for the accuracy.  In addition, they're not receiving the little 
courtesies anymore.  I used to always say "Thank-you" after I got the numbers.
Now, the machine gives the number and the operator is busy with someone else 
by the time most people are ready to say thanks.  I've made it a point to say 
thanks before the machine comes on-line, but how many other people think to
do that?

I think that in the short run this mechanization of people will produce gains, 
but in the long run will diminish results as employee morale and feelings of 
responsibility drop.

 David L. Smith
 UC Sandy Eggo (Cafeteria special!)
 sdcsvax!sdcc18!ee161aba
 sdcsvax!jack!wolf!dlsmith