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TO: ALL MEMBERS IN O2 CUSTOMER SERVICE
18th June 2008
Dear Colleague,
RE: BALANCED SCORECARD REACH OBJECTIVES
I am writing following the roll out of the Balanced Scorecard in O2 Customer Service. As you may be aware, the CWU were involved in discussions with O2 at the pilot stage of the Balanced Scorecard and whilst there were still a number of issues to resolve, we were making progress in those discussions.
It was therefore extremely disappointing that O2 decided to roll out the objectives across the whole of Customer Service without first resolving those outstanding issues and therefore without the agreement of the union.
The local Branches have been inundated with calls and emails from members about the new objectives and there is clearly a lot of uneasiness around some of the new targets. I have today written to Nicola Dalby, Head of Performance Management outlining those concerns and have requested an urgent meeting. The main concerns are around the new call observation form, the decreasing number of call observations that are being carried out, the offers accepted target and calls per hour.
Whilst any company has the right to change or amend its targets, they must be fair, easily understood and realistically achievable and the CWU will ensure that those principles apply to the Balanced Scorecard.
We will update members on the progress of our discussions with O2, but in the meantime if you have any feedback on the new objectives please contact your local Branch or email my office at eforrest@cwu.org.
If anyone has any questions regarding the above, please do not hesitate to contact my office.
Yours sincerely,
EMMA FORREST
CWU ASSISTANT SECRETARY
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