| > What was their manager doing? They did nothing, essentially they don't care of customers, they only care for two things: 1. Having good relations with the technicians. 2. Having good relations with their managers. > They must have had some way they measured work They didn't care, a task that would require 1 hour could last one month, sometimes more. > were the other people faking reports or something There were no reports at all, hence why I was tasked to trace the technician activities with computers. > was it more that their definitions of work varied? I guess everybody knew what was going on, the upper hierarchy was happy that a relative outsider like me was involved. There was also a curious discrimination between technicians, some of them (the well-paid) worked little, and others who had a harder task were paid less. All the technologies involved were shrouded in mysteries. Many people in management had the impression that the job required a high level of qualification (it did not) and that qualified people were rare. |