t+0: Helpdesk Support Ticket opened
t+5 seconds: Helpdesk Support Ticket closed
t+forevermore: User Totally Frustrated
Notes:
- Both people feel they’re doing what their company wants them to do.
- Neither is listening to the other.
- The user's problem isn't resolved.
- Yet, according to the helpdesk ticket’s statistics, "Mission Accomplished."
How is this possible?
Thoroughly researched over many years by countless organizational and social psychologists, cognitive dissonance enables people to perceive failure as success. Ironically, the systems IT organizations use to measure success can be “gamed” to provide cover for such misperception.
Questions:
- Do you believe that the metrics you use to manage your people capture the acts of service they perform?
- How do you follow up on your systems of measurement to ensure that they do?
