For all the hoopla they give about call buttons-management doesn't really care. I got tired of hearing about "nobody having time below 1 minute that I started keeping a chart of call buttons by time and dept-you know-so that then can fix the biggest problem-I never got a "wow" that is great or "thanks, this sure helps" or kiss my butt.
If call buttons is one of their metrics you would think they would want to know which depts have the highest number of hits and highest amount of time so they could identify the problem and fix it. All we get in the morning meeting is, "we had X# of hits for an average time of X" or, "we had X# of requests and the average time was over 70 seconds". And then, either excellent job or hustle and get the call buttons.
If I was management, I would want to know which dept is the highest number of hits, the dept with the greatest amount of time and, then by time of day. If you have that kind of data you can solve the problem. It is apparent in my store they really do not care about the cause they only want us to rush to the buttons-even if they are on the other end of the store. There could be several causes, 1) poor staffing, 2) short help due to call ins, 3) people just plain ignoring them 4) they aren't functioning right and maybe more possible causes.
Instead of fixing the problem just badger us with guilt and tell us to run faster. Either call buttons is not that big of deal or management doesn't know how to problem solve. They have to wait for corporate to show up and tell them what to do. When I was in management my boss would not of stood for problems like this-he would want to get them solved so we could be more productive and work smarter not harder. Lowes wants us to work hard and stupid instead of fixing problems. Run, count, look for parts etc. God forbid any customers needed help--we are too busy looking in other depts for brooms, product, ladders, pallet jacks, order pickers, forklifts etc. so we can do our job. A tremendous amount of time is wasted on a daily basis by all employees looking for these things and doing other non-productive activities. We still do things that would not be tolerated in the mfg world--you would not stay in business because of the inefficiencies.
Could part of the staffing issues be because we are looking for things, counting and re-counting, being interrupted by doing Code 3's and 50's? They call for Code 50's and 3's-who is supposed to answer those calls? In our store we have 3 type of employees-Everybody, Somebody and Nobody. You guessed it, when a code is announced Everybody expects somebody to get them but nobody does so the the cashiers keeping announcing they need help. You have managers that walk right past the registers when these things happen and will not jump on a register or help a customer load. It is not their job I guess. Teamwork---yes sir-as long as I don't have to do anything-expecting everyone else to be a team player.
There are simple solutions but management doesn't to hear about them-we are suggesting the ideas, not corporate.
Just my observations.