It happens every day. Tens of thousands of installers, service techs, contractors and maintenance techs
leave the office—each with a handful of work orders to install, upgrade, disconnect, and provide service to
cable customers from coast to coast.
Supervisors then retreat to their offices, check email, attend planning meetings and believe that their
workforce is doing all it can to provide service to their customers. In many cases, employees are managed
by the "no news is good news" method; if no customer calls to complain, we must be doing a good job. But
the truth is, there is limited visibility into our field force workday.
One of the basics in management theory is called MBWA, or "management by walking around." The idea
is that in a factory environment, the mere fact that a supervisor is present will cause an increase in work
productivity. But the field supervisor doesn't have that luxury. Each individual is driving a truck and is, in
effect, his or her own boss.
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