Performance management

SATS life? Tubeworker Wed, 07/05/2017 - 20:52

The Area Manager at one busy Zone 1 station has opted for the stick over the carrot in response to some disappointing scorecard figures for staff presence on platforms. The AM has instructed CSMs and CSSs to make daily inspections of all SATS duties, effectively creating another level of performance management on top of the existing CMS.

Admin Up In Arms

Submitted by Tubeworker on Tue, 03/28/2017 - 12:51

Stations, revenue, and SRT administrators have been presented with an "operational administration customer service charter", setting out what our "customers" - that is, station staff and managers - can expect from their admin teams.

Many admin feel this is deeply insulting and seems like telling us we aren't doing our jobs properly. To add insult to injury, this charter was sent to administrators only the day before the admin forum where it was presented as a done deal, with no opportunity for admin staff to have any say in the process.

Reinstatement now!

Submitted by Tubeworker on Fri, 09/18/2015 - 16:22

A Piccadilly Line driver has been sacked because he answered his phone in a stationary train in the depot. He secured his train and left the cab before doing so.

His workmates are preparing to ballot, and his union (RMT) has been building the campaign, with local activists putting out regular propaganda.

Tubeworker is amazed at management's decision to sack this driver. The way management has treated him is a risk to all Tube workers, because if the bosses are allowed to do it to one of us, they could do it to any of us.

The Managers Of The Future? Tubeworker Thu, 08/20/2015 - 22:24

New “Area Managers” on stations have been throwing their weight around across the combine, with overbearing micro-management of performance; authoritarian approaches to attendance and discipline; termination of probationers, and more.

Undoubtedly this is the future face of LU management style. Or is it just the AMs trying to justify their enormous salaries?

Who is Incompetent? Tubeworker Sat, 11/23/2013 - 12:57

It's insulting that LU has quoted figures to say 'only 12% of SSMFs, 24% SS2s and 34% of SS1s are Competence Management System qualified'.

LU is trying to make out that existing staff are not qualified to do the jobs that LU is trying to abolish.

How dare they insult us like this? If we were not competent, then passengers would soon know about it. If we were doing our jobs wrong, then management would already be on our backs!

Bad Scores Tubeworker Fri, 05/31/2013 - 12:04

In a rare attack of common sense, LU has changed its scorecard system so station staff will no longer be measured on whether we give a ‘smile’ or ‘parting comment’ to mystery shoppers.

But it’s not all good. ‘Snapshot’ reports on individual workers will now get sent to managers to monitor bad performance. Previously only good performance used to be published.

Broken Record Tubeworker Sat, 03/24/2012 - 22:46

LU have been putting delays as low as 30 seconds on to drivers’ permanent records. Now the unions have started overturning them, LU have moved to adding them without informing the driver.

The problem lies with creating a new management grade purely to deal with service delays...what a waste of money! They even discipline drivers that don't make announcements within 30seconds of stopping at a signal. If you’re lucky it takes two minutes before the controller to tells you why you’re stopped. Where’s the sense?

Supervisor's Handbook Tubeworker Tue, 02/07/2012 - 15:13

LU’s Station Supervisors Handbook went live last week.

It is one further step towards turning supervisors into mini managers.

Crowd Control

Submitted by Tubeworker on Fri, 08/19/2011 - 17:34

Recently at Bank/Monument Station staff were instructed to advise customers that there was no Bank branch service because of a faulty train at Elephant. This wasn’t exactly the truth. This story was concocted as a crowd control measure to avoid closing the station.

Staff are insulted and abused enough when the service is disrupted without inventing phantom stories due to management pressure not to close the station.