Pros
A small group of people who are not only friendly but helpful & team players who take ownership. Key word here is small.
Cons
Lack of Focus by Management There appears to be lack of focus on the direction the company wants to go. This leads to a large amount of micro management from the top down, which is very frustrating to experienced employees who is being managed like they just joined the workforce for the very first time. Minimal or no empowerment to most employees. Customer Service is non-existence From service delivery to service desk, employees do not seem to have any customer service focus. There is no such thing as customer is always right. Complaints get passed on from one dept to another without anyone taking any ownership. You would hear about someone in senior management going to a meeting with a customer, who would highlight major issues with service and a few months down the road, the situation is status quo - not even a small improvement. It is like all those feedback have fallen on deaf ears as no ownership of improvement was taken, thus leaving customer frustrated. Annual surveys to customers are usually left to the service management team to follow-up on the various feedback but no ownership taken by a specialised team to consolidate, anaylse & recommend changes companywide. After a survey, it will just die down until the next one where we are back to square 1. Incompetencies among various group of people. I don't know who these people are hired but during my tenure, I find myself solving issues or giving directions to members from other teams. There also seems to be this fear by these individuals to break bad news to the customer. They usually would leave it to the eleventh hour and all hell break lose. That is when an individual, who has no prior involvement or not from the team, will be appointed to step in to give directions & fix the problem. By then, the impression of the organisation is already looking bad in the eyes of the customer.
