Recently, someone posted in a subway post bar: "This year's regulations on reducing costs and increasing efficiency", the content of the post pointed out: A complaint on the line (of course, all are now all A, no B) The grassroots level of the whole line will be deducted 15% performance. It can also be stacked cumulatively...... The post has been replied to by many netizens, causing controversy. Details
Netizen's point of view
Some netizens questioned the authenticity of the regulation, after all, it is related to personal income, and there are already Class A complaints within the station, and they are worried about the follow-up treatment. Some netizens also pointed out that these branches are "volume management", and said that the branch is notoriously strict in the industry, which has aroused public anger. Some netizens said that this kind of regulation is a routine operation, the trend of the times, "run away" as soon as possible while you are young, and don't "hang yourself from a tree" in the subway company.
01
Is it reasonable to use complaints as an assessment?
In recent years, the domestic subway station management can be said to be stricter, not afraid of adding "weights", but afraid of not having "weights". The work of station attendants at stations has varied from guiding travel to "smile service", "bilingual service", "thoughtful service" and "zero complaint service".
Indeed, complaints are an effective channel for passengers to report on the quality of the MTRC's services. Under the supervision of complaints, it can be seen that the domestic subway service has indeed improved, but it also breeds many abuse complaints and excessive services.
For example, passengers may make excessive demands on station attendants, force station attendants to over-serve under the threat of complaints, or seek trouble with the subway under the banner of "justice......
Not long after the Wuhan subway disability incident, everyone knows how passive the station attendants are at work, and in the face of cold complaints, the rights and interests of employees seem "insignificant".
02
A casual move by passengers may lead to a "discount" in the income of employees across the line
It can be seen from the post that if there is a Class A complaint at the station, 15% of the performance of the whole line will be deducted, and the complaint assessment will be cumulative. Is this understandable to mean that if there are three complaints on a line, the employees will have to deduct almost half of their performance? In this way, will the income level of the employees not be "completely controlled" by the passengers? It is understood that in the current subway environment, fare evasion, door rushing, and garbage throwing at will are not a problem, and the real headache for station attendants is those passengers who are "spoiled."
Domestic subway strange complaint case: station attendant smiles at service, passengers complain and laugh at him, mother complains that the train driver looks like a hooligan and scares her child, colleagues are beautiful and is taken by a man who wants WeChat and is complained that the service attitude is not good, a big brother complains that there are too many subway transfer guides, an uncle complains that we have too few subway guides, and a subway is complained that the station decoration connotation is a Japanese flag......
How easy it is for passengers to complain is how much the income of the staff is shaken, and how unreasonable the complaints of passengers can be, and how passive the situation of the station attendants is. As a subway manager, it is not that there are still a large number of unreasonable complaints, but in such a background, he insists on using complaints as an assessment, which is disrespectful to the work of front-line employees and does not put the interests of employees at ease.
03
Subway employees have been suffering from unreasonable regulations for a long time
Not long ago, the platform released a tweet titled "A subway performance appraisal is controversial, netizens: employees don't live", reporting that the performance appraisal of a subway may be unreasonable, and employees are complaining.
Not long after the incident, another subway was exposed to the same situation. It can be seen that employees have complained about unreasonable regulations in the subway for a long time, but the low status of employees and poor feedback channels have led to the intensification of assessment regulations.
Is it biased to quantify complaints or accommodate excessive demands on passengers, and to judge the quality of the work of the entire collective solely on the basis of complaints? It is the work that the subway company should implement when it comes to passenger complaints, or it should intervene in the identification process, or reformulate the assessment regulations, and finally implement the assessment regulations that most people believe in and recognize.
04
Performance appraisal regulations should be people-oriented
Although it is convenient to use quantitative management, it is unreasonable to supervise and improve the quality of front-line work. Complaints cannot truly reflect the quality of subway services, and the subway company should combine the actual situation and consider the management rules in formulation, after all, the results are directly linked to the income of employees, and they must be highly valued and people-oriented. The issues reflected in the post such as the quantification of complaints, the extent of deductions, and joint and several liability have been criticized by employees, and the subway company may pay attention to the opinions of employees and take a long-term view. Although there is no perfect management plan in the world, the assessment rules that have been ridiculed by the crowd in the trial must be stopped immediately. Written at the end of the regulations that only serve data and ignore employees' feelings, may lead to counterproductive results, and the formulation of performance appraisal regulations must uphold a scientific, reasonable, fair and just attitude, not only to improve quality and efficiency, but also to serve employees. The image and reputation of the subway company are not only reflected in the number of complaints from passengers, but also in the evaluation of subway employees