Disciplinary Action over MSOC :(

Hi, I'm an employee of AT&T.  Today's blog is the sad story of management gone awry but of course, that is only my opinion.

     On Friday, January 27, I came into work as usual and found a co-worker who normally comes in later.  He said that he was told to be there early to act as a union steward!  "Really, for who?" "You!"
An even worse thing had happened earlier, I dropped my cup of coffee getting into the car.  I was running a little later than usual and didn't have time to stop and get a replacement.  My morning coffee is important.  It just gets my day started right and even has a calming affect for my overall attitude.  I'm just nicer when I've had a cup.

     "What?  What have I done?"  "Don't know."  It didn't take long to find out.  My MSOC numbers weren't passable for December.  It didn't help that I took three weeks off for vacation.  Time off always hurts your base and screws up the percentages.  I failed for repeated reports by .01% and dispatch efficiency.  I think I referred a trouble to the DLC group and "no accessed" a trouble when a customer wasn't home.  On my repeats, one was disconnected, one was a repeat on myself(sorry about the honesty), and another was a customer phone set problem, after I had cleared a cable trouble outside.  My base for the month was only about 50 troubles.

     The meeting was somewhat "matter of fact"... here are your numbers, they are awful, I'm giving you an entry...  "Wait, aren't we going to look at each trouble and talk about it".  "I haven't pulled that info"  "You're going to do this to me and not even see if it is warranted?"  ....Supervisor looking at computer screen...typing... more typing...   "okay, I'll give this to someone else to look at and verify the numbers"

     Ok, meeting over, picked up a trouble, went to service station for fuel and coffee.  Had just finished my first job when phone rang.  It's my supervisor...I can't do anything with the numbers...looks bad...sorry...I'll still let someone else look at it.  All my arguments were tossed aside with a "yep" and I was put in limbo land till Monday.

     Monday came and I received a call on my first job that it was official.  So, I'm a 33 year employee with a disciplinary counseling entry.  When you do everything a company asks of you for this long, this type treatment is unexpected.  This is new territory for me because I've always thought of myself as a good employee.  Eight hours work for eight hours pay has always been a covenant rule.  Ah, but the rules have changed.  The new rule is ten hours work for eight hours pay, no breaks, and travel time doesn't count!

     It just so happened that our work group was supposed to meet for lunch celebrating a member's work anniversary.  As the morning drug on, I just couldn't attend.  I called and offered my apologies and honestly said, that I just couldn't, in good conscience sit and fellowship with such an unreasonable supervisor.  I needed to think...I needed to pray.

     I couldn't get away from the thought that I was being played by someone.  I just couldn't figure out who.  Was it an older manager who had been bypassed for promotion?  How about a new manager wanting to make points?  Was it the old BellSouth management team and their dislike for Dallas control?  How about the new AT&T needing a test case to see just how far they can push?  

     At lunch, I spent the time walking and having a nice conversation with God about the entire incident.  I prayed for guidance and in an unusual thought, I almost asked for a sign that I was going in the right direction.  Just a fleeting thought...because we aren't supposed to test God...but I thought if there was a sign, it would be a white handled non-folding knife, lying where I could find it as I walked...then I thought, that isn't right, faith doesn't require a sign.  As I walked through the woods and returned to the truck, I felt better.  I remembered the knife thought and figured "God doesn't work that way."

     Nighttime found me worrying and that isn't like me either.  My faith is stronger than that... I finally fell asleep.  Woke up about four, thinking of the next steps.  Got up at seven and went to work.  I had a few minutes so I pulled up biblegateway.com and the verse of the day was from Psalm 86:5 "You, Lord, are forgiving and good, abounding in love to all who call to you." That was what I needed to hear.  I clicked the expand button and read the entire chapter.  I could ask you to look it up, but this would be easier.

 ¹ Hear me, LORD, and answer me,
   for I am poor and needy.
² Guard my life, for I am faithful to you;
   save your servant who trusts in you.
You are my God; ³ have mercy on me, Lord,
   for I call to you all day long.
⁴ Bring joy to your servant, Lord,
   for I put my trust in you.
 ⁵ You, Lord, are forgiving and good,
   abounding in love to all who call to you.
⁶ Hear my prayer, LORD;
   listen to my cry for mercy.
⁷ When I am in distress, I call to you,
   because you answer me.
 ⁸ Among the gods there is none like you, Lord;
   no deeds can compare with yours.
⁹ All the nations you have made
   will come and worship before you, Lord;
   they will bring glory to your name.
¹⁰ For you are great and do marvelous deeds;
   you alone are God.
 ¹¹ Teach me your way, LORD,
    that I may rely on your faithfulness;
    give me an undivided heart,
    that I may fear your name.
¹² I will praise you, Lord my God, with all my heart;
    I will glorify your name forever.
¹³ For great is your love toward me;
    you have delivered me from the depths,
    from the realm of the dead.
 ¹⁴ Arrogant foes are attacking me, O God;
    ruthless people are trying to kill me—
    they have no regard for you.
¹⁵ But you, Lord, are a compassionate and gracious God,
    slow to anger, abounding in love and faithfulness.
¹⁶ Turn to me and have mercy on me;
    show your strength in behalf of your servant;
    save me, because I serve you
    just as my mother did.
¹⁷ Give me a sign of your goodness,
   that my enemies may see it and be put to shame,
   for you, LORD, have helped me and comforted me.

     I pulled the first job from dispatch on my computer.  A Uverse trouble, errors and intermittent sync in Columbiana.  I called the contact # and it was disconnected.  Called the second #, it was the premise technician who told me the trouble they were having and related his tests on the outside.

     On my arrival at the customers address, I made contact with the customer and told them I would be working on their line to find the trouble.  Grabbing my tools,  I walked around back to the interface and stopped.  There on the ground, lying directly underneath my test point was an non-folding white handled knife.  It was clean, except where some rain had bounced dirt on the blade and handle.  It was placed there before the last rain.  An answer sent, even before the thought was made! 

     Give me a sign of your goodness...for you, Lord, have helped me and comforted me.  


My grievance papers with the Communciation Workers of America will be filed tomorrow! 

Sweatshops & the Dallas Cowboys

     I just happened to catch the ESPN expose on how the Dallas Cowboys have made millions using sweatshop labor.  Cambodian workers at the Suntex & Bright Sky factory of Silver Star Merchandising, work 60 hours per week making .29 cents per hour.  They are scared to go to the bathroom and always rushed, rushed, rushed with forced overtime.  According to the report, the labor practices violate the Cowboys own code of conduct.   Surprise... they can't "see" any violations.  Maybe its because of the millions of dollars of profit made from cheap labor.  Pay low, sell high, and use contract labor to allow plausible deniability! 
     For me, the denials were not credible at all.  The cowboys, as America's team, should be ashamed of the practice.  I'd like to see the whole corporate team sent to Cambodia for an overnight stay with the people who work in those factories.  In the morning, they could tag along to work, and even be treated like the slaves they've hired.
     Ohio State students have protested the licensing agreement that the school just signed with the Cowboys.  The OSU Lantern has a good story and video here.   Sweatshops are inhumane places to work and should be completely outlawed.  Sweatshops and bullying by management still occur here in America, as it does everywhere. 
     If you don't understand what a sweatshop is, ehow.com defines it as "a factory or working environment considered by post-industrialized nations to be unacceptably dangerous for employees.  They demand long hours for little pay...  Some workers are imprisoned on the factory grounds and not free to leave to see their families.  They may have dangerous working conditions and even employ child labor."  They all have aggressive managers who bully workers into doing their bidding.
     Wikipedia has a good list of abusive workplace behaviours.  I'll copy them here for you to see, if your company engages in the same tactics;

1. Disrespecting and devaluing the individual, often through disrespectful and devaluing language or verbal abuse
2. Overwork and devaluation of personal life (particularly salaried workers who are not compensated)
3. Harassment through micromanagement of tasks and time
4. Over evaluation and manipulating information (for example concentration on negative characteristics and failures, setting up subordinate for failure).
5. Managing by threat and intimidation
6. Stealing credit and taking unfair advantage
7. Preventing access to opportunities
8. Downgrading an employee's capabilities to justify downsizing
9. Impulsive destructive behaviour
10. Having your opinions and views ignored
11. Withholding information which affects your performance
12. Being exposed to an unmanageable workload
13. Being given tasks with unreasonable or impossible targets or deadlines
14. Being ordered to do work below competence
15. Being ignored or facing hostility when you approach
16. Being humiliated or ridiculed in connection with your work
17. Excessive monitoring of your work (see micromanagement)
18. Spreading gossip
19. Having insulting or offensive remarks made about your person (i.e. habits and background), your attitudes or your private life 
20. Having key areas of responsibility removed or replaced with more trivial or unpleasant tasks 

If your company or manager uses these tactics to motivate you, they may be guilty of bullying and violating established laws.  The last paragraph on Wikipedia says this about the legality, " Although most U.S. states operate primarily under the doctrine of at-will employment (which, in theory, allows an employer to fire an employee for any reason or no reason at all), American workers have gained significant legal leverage through discrimination and harassment laws, workplace safety laws, union-protection laws. etc., such that it is illegal under federal and most states' laws to fire employees for many reasons. For example, these employment laws typically forbid retaliation for good faith complaints or the exercise of legal rights such as the right to organize a union. Discrimination and harassment laws enable employees to sue for creating a "hostile work environment," which can include bullying, but the bullying/hostility usually is tied in some way to a characteristic protected under the discrimination/harassment law, such as race, sex, religion, age, disability, sexual orientation, etc"

     As for the Dallas Cowboy's merchandise, I wouldn't buy any until they stop using sweatshop labor.  The same would go for Ohio State merchandise if they have signed a contract with the same company.  American businessmen need to understand how greed hurts people!  People are made in the image of God!  Not only that, I believe He may question your choice of poor employee treatment for gain.  I believe the King James called it "filthy lucre".

Being greedy, indecent, or immoral is just another way of worshiping idols. You can be sure that people who behave in this way will never be part of the kingdom that belongs to Christ and to God. Ephesians 5:5

Keep Verizon Workers in your Prayers

      Since August 7, 2011 Verizon employees have been working under their former contract.  Verizon refuses to negotiate fairly and responsibly.  It seems the media has forgotten about the ongoing struggle for a new and appropriate agreement.  Verizon workers deserve better treatment from such a corporate behemoth!  I watched the DVD sent to workers from Verizon.  It was a tearjerker from the Verizon side.  With the gazillion dollars they've made, how can they even pay their CEO?  Here is a CWA parody of the Verizon DVD.  It's funny and worth the click!  I only found one recent report from a news source here.
     I'll give you the low down on what the company wants and it is not funny at all!

• Eliminate pension accruals. For all current employees, your pension would be frozen as of December 31, 2011 and no new employee would receive a pension.
• Eliminate the Pension Cash-Out option.
• Modify the 401(k) Plan and reduce the Corporate Profit Sharing (CPS).
• Eliminate Sickness Death Benefits

Eliminate Job Security:

• Eliminate the Job Security Provisions for all employees.
• Eliminate the Movement of Work Protection
• Eliminate the 35 mile transfer provision
• Eliminate provisions in Force Adjustment Plan
• Eliminate New Contracting Initiatives agreement – which would allow them to increase the level of contracting

Eliminate Benefits:

Eliminate the current health care, prescription, dental, and vision plans and offer plans with high deductibles and premiums.

Active Employees – Annual

Premiums range from $1026 for single to $4580 family

And

Increase deductibles in network to $850 single - $ 2250 for family

Increase deductibles out of network to $1,000 for single - $3,000 for family

And

Increase Out of Pocket Maximum to $2,000 for single and $6,000 for family

And

Increase co-pays for specialist to $25.

And

Require co-pays for X-Rays and labs

And

Reduce most in network coverage from 100% to 80%

Reduce most out of network coverage from 100% to 60%

Retirees – Non Medicare Eligible – Annually

Premiums Range from $1026 for single to $4480 for family

And

Increase deductibles in network to $850 single - $ 2250 for family

Increase deductibles out of network to $1,000 for single - $3,000 for family

And

Increase Out of Pocket Maximum to $2,000 for single and $6,000 for family

And

Increase co-pays for specialist to $25.

And

Require co-pays for X-Rays and labs

And

Reduce most in network coverage from 100% to 80%

Reduce most out of network coverage from 100% to 60%

Retiree – Medicare Eligible Annually

Premiums range from $181 for single to $1970 for family

And

Increase deductibles in network to $850 single - $ 2250 for family

Increase deductibles out of network to $1,000 for single - $3,000 for family

And

Increase Out of Pocket Maximum to $2,000 for single and $6,000 for family

And

Increase co-pays for specialist to $25.

And

Require co-pays for X-Rays and labs

And

Reduce most in network coverage from 100% to 80%

Reduce most out of network coverage from 100% to 60%

Eliminate Other Benefits

• Eliminate accident disability benefits.
• Reduce Sick Time.
• Eliminate All Short Notice EWD’s.
• Eliminate the next Step Program 
• No wage increase

     Verizon needs to stop playing with the livelihood of their employees and offer a decent contract!  As Americans, we have outsourced enough jobs already.  The mood of the country is for better jobs with better pay!  Corporate greed is disgusting and Verizon is oozing with it.  They say profits are down... well, according to the Wall Street Journal, their revenues fell only 1.2% in the first six months of 2011 to 20.4 billion.  Shareholders earned three billion.  Need to cut employee benefits, I don't think so!
     To the Verizon workers, let me say your bothers/sisters at AT&T are behind you!  If you don't get a contract soon, we may join you in August for a family feud.  A teamed onslaught against corporate greed!  A nationwide strike would be a terrible thing but may be the only method to make both companies appreciate us. 

Guide to Making Your Numbers with MSOC

Hi, I'm an employee of AT&T and the following is my opinion.   In case you didn't read my earlier blogs, THEY like for me to say that.

     The evil MSOC program has been rearing it's ugly head among most of the AT&T technicians recently.  It's hard to find someone who loves a whip on their back and constant threats of disciplinary actions.  Just for review, MSOC is the overall statistical analysis of each technician's day at work, doing the companies bidding.  There are many categories to fail in, especially with the benchmarks set unbelievably high.  Just for instance, if I'm dispatched on a telephone line trouble to your house and the problem is in the house and no one is home... that lowers my dispatch efficiency.  It wasn't my fault you were not home and I'm not allowed to break in and fix the trouble but it lowers my daily grade.  If I am not allowed to work on a piece of equipment, I also have to refer that trouble to a technician(Central Office or Digital Technician) and that lowers my numbers.

     It's like hunting in a field with your best dog.  He doesn't find any birds because there aren't any, so you run up and kick him!  Normally, that would be considered animal abuse and you shouldn't be surprised when he bites you.  If I was watching, I'd cheer for the dog!

     Another truly diabolical addition to the program is the bucket list.  Everyone's statistics(numbers) in the group are listed in order and divided into five percentage groups.  The top twenty percent are called "A" technicians and are praised for what they have done.  The bottom twenty percent are labeled "E" technicians and are disciplined for their low numbers.  It is actually possible to reach all the required goals set by the company and still be an "E" technician, if statistically you fall into the lower quintile.  In other words, if everyone is scrambling up a rope for safety and if they work harder than you do, you're still on the bottom even if you've done everything correct!  And you were wondering why every AT&T employee seems disgruntled and difficult to talk to.  We're trying to survive in an upside down world!

     It is with those thoughts that I present to you my "tongue and cheek" guide to making your numbers


1.  Lie.  You can't do it any other way.  Certain codes carry more allotted time so use them.  When the Florida guys came to help us after storm damage, I worked behind some who obviously weren't using the correct codes on what they did.  I discovered the great disparity between telling the truth and telling  a lie... better numbers!

2.  Learn from the best.  Let's face it, most of us hate working behind an "A" technician.  They don't do any cleanup or routine work that will keep a later trouble from happening.  For example, changing out old protectors, corroded connectors, replacing improper grounds, closing pedestals, etc.  They've learned to work the system and by doing the same things, your numbers will vault skyward.

3. Donate your time to the company.  I know a technician who regularly works through lunch and doesn't report the time.  Consider it volunteer hours to stay ahead of the competition.  Shucks, you can even stay late for free, if you need that whole hour at lunch.  Of course, don't even think about breaks.  Those few minutes of rest that your work forefathers fought for, are just relics of the past!  However, you can still use them when you're questioned about that 9 minute stop reported on your GPS.  Just say it was your break and not a restroom stop.  They think we're like the .29 cent/day garment workers in Cambodia who don't need bathroom breaks.

4.  Replace all damaged buried service wires.  Let's face it, it takes time to locate and fix a cut BSW.  That is 30 to 45min that you could be on your way to another trouble.  Throw out a quick temporary wire and call for a contractor.  Sure it may cost the company more money but your numbers are at stake!

5.  Let your bad spots "perk".  Open pedestals and terminals will eventually fail from weather and UV rays.  They don't allow time for routine work anymore and eventually you'll get a trouble report there.  You can fix it then and not even have to measure to the location, because you've driven past it a hundred times and know exactly where it is!  The rest of the lines at that spot will go bad over time and then you've got what the old guys referred to as a "honey hole".  I didn't think they would ever come back in fashion.

6. My last one, the company has already implemented...  Refer every job that will take over an hour to the "first mile" group.  They'll fix anything - - eventually.  The way it works, is like a recent damaged cable I found.  You throw out a temporary fix and put the form in for them to fix it and not us.  Yes, I know we're maintenance, but we can't be tied up fixing things.  We've become the bird dog, just find it and refer it.  Close your trouble to the temporary fix with the proper narrative. 

     I had a training class recently on the company Code of Ethics.  It's a very nice work and I only wish the MSOC climate we work in was different.  It makes the code seem hypocritical.  I said my guide was "tongue in cheek" because I refuse to do any except number 6.  I've been told to do that by my supervisor several times and I've complied.  I will not lie about my day and it is against the law to work and not get paid for it.  I've been an "E" technician twice now - just for doing what I was told.  I've done this type of work for thirty four years and NOW I'm not good enough?  I know it's not just me.  I have friends who tell me the same type stories from all over.  The talking points memo seems to have gone company wide because management seems to be the same everywhere.  The phrase I hear a lot is "The days of coming in and working just four or five troubles is OVER!"  Well, I'd rather work four or five troubles right than ten troubles wrong. 

     For those of you who are contemplating giving in to the encouragement to do what is wrong, please don't.  It will hurt all of us but most of all, it will hurt you!  They'll keep raising the bar till you can't make it anyway.  Keep your integrity no matter the cost!  If CWA won't fight for us, then we'll fight it together.  There are laws which will begin to apply as the situation worsens.

     So, AT&T, we can keep going in this plan to ruin all our outside plant and keep our work atmosphere of intimidation and harassment or we could just get back to keeping our customers happy and making the stockholders more money.  It's not a either/or decision.  Making more money isn't always the right answer and neither is kicking the dog!

 "What counts is not necessarily the size of the dog in the fight - it's the size of the fight in the dog"
General Dwight Eisenhower

Tim Tebow

   
     I admire Tim Tebow.  Tim has done tremendous things for Christianity just by being who he is, a committed Christian.   He stands as an example for us all, on what we could have done for the King of Kings.  Now, most of us can't be a leading player in the NFL and get the media attention that Tim has, but we can certainly be just as faithful!  I must admit however, as I look at Tim, and compare what I believe my faith to be, it is far weaker than his.  That's why we need a Tim Tebow, someone to look up to and say to ourselves, "I can do that".
We can speak up and be proud of our beliefs in Christ when the world around us seems to hate Him. 

     That's why Tim amazes me so.  He'll stare right into the camera and thank Jesus for all He's done and be humble at the same time to his own abilities.  In our "I'm the best" society it obviously drives the media crazy.  I watched CBS this morning and the group was talking about Tebow and his faith, and the peer pressure went the other way.  Charlie was the only one of the four who kept putting Tim down.  Can it only take one good guy to make people stand up and say, "Hey, I'm a Christian too"?

     I'm willing to let Tim be our quarterback and media spokesman as we play for the championship of souls life game.  It's an ongoing struggle of good verses evil where the outcome is already known!  There isn't any reason to check the Vegas line on this one.  Believers in Christ will win, the Book says so.  I used to cringe when I was a member of the Church of Christ and a preacher would stand up in the pulpit and say we were the only ones going to Heaven.  Even then, I knew the bus could hold more, and it does!  If you're a Christian, a believer in Christ, you have reservations for a championship party that will last throughout eternity.

     We don't say that in a gloating manner, we're just happy to be going!  Heaven can hold a lot more too!  Understand though, you may need to leave some baggage you've been carrying.  Sin is heavy and you just can't take it with you.  Let Jesus take care of it and you can travel lite, along with us.  Mormons, Muslims, Jews and others are welcome too!  You've just got to change your mind about who Jesus is!  Jesus is the Messiah who was prophesied to save us from the beginning.  Jesus is going to return and take the church(believers) with Him.  It's just that easy and that simple!

     Thanks Tim Tebow for being an inspiration to others.  Thanks for helping us all to stand up and be counted!

  For God so loved the world, that He gave His only begotten Son, that whoever believes in Him shall not perish, but have eternal life.  John 3:16