Connections

Chapter 13 talks about exercising control. When i worked for the West Corporation they followed the Steps of Control Process almost to a T. When i was hired they gave me an extra large packet explaining the standards of the company. Along those lines, the first 3 months of working there i was in a training class where they repeatedly enforced the standards of the company and their expectations. After the 3 month period we were moved to the "floor" where we began taking phone calls. Each employee had a coach who monitored there performance in things such as productivity and customer service. Roughly every two weeks or so we would have a meeting with our coach to discuss our stats and give us feedback. At this time they would then take corrective action by pinpointing your weaknesses and/or firing you. I believe the way they had the company set up was not a bad way to run things, but because of the ridiculously high expectations of the company and the little experience required to get the job, there was a very high turnover rate. Eventually about 6 months ago the branch closed.