In a perfect world that would be a good solution, and yes in some instances it will work. Guys with some "walking around sense" can figure out ways to circumvent the system to some degree.
There seems to be no leeway allowed by the MSO when the circumstances get a little out of hand.
Had a tech call me today explaining that due to the provisioning being screwed up on an MTA call, he spent an additional 45 mins on the phone with tech support trying to get the phone and internet working on one of his installs. This caused him to be late for his next order in the same time frame. It doesn't matter to the MSO, we can document the problem and email it to the powers that be but they refuse to acknowledge the extenuating circumstances on THEIR PART that caused my tech to be late to his next appointment. In other words, they fail to see their error as the problem and still hold my guy and my company accountable.
What is happening here is during the course of a few weeks or a month even, the MSO is tallying up the percentage of missed time frames in this TOA system. They are not looking at individual cases, just overall missed time frames. They use the percentages to rate the performance of the Prime. Naturally the higher the percentage of missed time frames the more negative the rating. Kind of goes without saying.
I'm hoping that I can get input from installers and managers dealing with the same issues. Even better, I'm hoping someone from the MSO will see this and respond. I'm not going to whine or complain about it being unfair but there needs to be some middle ground on this issue that can be addressed and hopefully something can be accomplished.
I realize I might be wasting my time and the readers of this forum but I feel it's worth a shot. The odds are already stacked against contract installers, it's hard to keep good techs and even harder to hire in new ones these days.
Re: TOA/ETA system... feedback anyone?
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