Anyone remember the days when something broke, it was immediately addressed? We have gone from an SSI in every store to just a few SSIs in remote stores. The MSIs used to each cover 3-5 stores each, but now they cover huge areas and help other regions remotely. Some of the pods that had MSIs never re-hired for their area and those stores get very little support. I'm not even sure who our MSI is anymore, or if we have one. They seem completely stretched out and unable to provide service in a timely manner. A broken aisle scanner, scale, or DVO gun can go days broken now which used to be resolved in 1-2 days. Is the end goal to completely phase out the position and replace them with third party vendor, or are they just expected to keep giving a tiny fraction of time to each store?
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with the SSS recently going full-time, at least in the SW region, there's no reason they can't handle all issues of tools not working. i would imagine they have a better grasp of navigating Orchard than a regular TM, so why wouldn't people automatically go to them with any issues?
And MSIs and SSS are somewhat in the same boat, as far as how they can be viewed as expendable, so MSIs should be hounding the SSS to be making as many tickets as possible.
At the end of the call there were no questions. I think the silence is an indication of the current morale.
How depressing is Bruce’s town halls? Every one is about how we are losing work more work to another team.
I actually feel like MSI position has been temporary since day one! Just riding the wave until it crashes on the sandy shores of delightful freedom! I also feel like we’re now just an extension of the GHD it doesn’t make any sense! I don’t think there are any people left at GHD so they had to implement this Hot Seat fiasco to leverage support across the company. I also think some regions are low on MSI support probably from MSIs quitting which is the other reason for the Hot Seat. I see ya I see ya!!!
One problem is that WFM has a habbit of creating hybrid jobs and and allow non-buyers to buy, non-shift leaders to be shifty. There are Chefs who are PBPs, cashup-receiver people, SSSs who are in produce, etc. How about we hire people for one job that they can concentrate on.
Get rid of the 100s of email aliases. If you are hired in grocery as a grocery buyer, get automatically added to XX ALL Grocery list. So much sh-- falls through the cracks. I have witnessed people working for a year in a role not knowing they were supposed to be on some alias because nobody told them.
To Slzbh5A-1yto
There are security factors involved with Irma, Store ops, and certain aliases. You cannot get on to a laptop without being on the right alias. You can't access scheduling unless you are on the right alias. And guess what? Each store has about 100 aliases, so yeah, it needs to be up to the team leaders and store leadership to make these requests because they know better what they want their team members on. This could change once the push to get consistent aliases at every store, but that will take a long time before it's a reality.
When a TM is hired, they should have access to whatever is needed for their job description on day one. It should not be up to a TL to create an orchard ticket to get their buyer on a buyer alias an IRMA account, a DVO account, etc. Why are some things not automated like team member transfers?
We should not have to involve and MSI or GHD for things like this. If a team member is transferred in Workday why do team leaders need to create tickets for IRMA accounts to get transferred, or to get TMs on email aliases? This should be an automatic script tied into the transfer process. Why isn't StoreOps automated and connected to job title? There are so many processes that fall through the cracks if you are not on top of it as a TL. I'd love to know how other large companies compare.
The ticket system is a pain in the a-- that’s why nobody wants to do it. Calling the GHD is painful they should still except requests through email. It makes sense to track what goes on but the deployment process is idiotic.
If there wasn’t a ticket, it didn’t happen! That’s why we have been trying for years now to get all of the stores to understand the need for the tickets. They should accurately reflect the amount of support we do. It’s not that we don’t want to help you, we really do, the amount of physical visits you see is directly proportionate to the amount of support officially requested from your stores. So get those tickets in! :)
By opening a ticket and not waiting until you see your MSI to have a repair made, you are letting Global know that there is a need for the repair. If incidents are resolved unrecorded, to Global’s perception, less incidents are happening and less MSI are needed so they will continue to spread us out with even more expanded coverage areas and less frequent store visits. Please keep in mind that our necessity is based all on numbers and concretes. Less tickets, less MSI.
Honestly, it seems with OrchardNow, we're just an extension of the GHD. It's still pretty new, but from what I've seen, hot seat MSIs intercept all tickets and dispense them out to the regions, reach out to bizerba, zebra, etc. It seems the GHD is now just who you get when you call the GHD and choose any option besides 1 (unisys), or...6 (flexprint for printers). I don't know if this is the desired result, or if the GHD is temporarily pretty stuck on the security software fixes for workstations falling offline across the company.
That said, there's still a ton of kinks with the new system. Yes, it was easier when we only had a few stores each instead of all of us covering the entire region (especially when we're told- fix everything that can be fixed, remotely. Only go in to each store when there are tickets for items that cannot be fixed remotely). The goal is at minimum, each store gets an MSI visit once a month. We have home stores where some of us have desks (if the store has a little room for us anywhere).
When they got rid of the SSIs, many of us were (and still are) wondering when they'd decide to get rid of those of us that got the MSI spots. With Amazon being part of the equation, I still don't know if it's good or bad for tech team members. Depends on if they want to implement their tech in our stores, I suppose, in which case, instead of training us, they'll probably get rid of us.
For now, we have plenty to do, and I'm sure it's super frustrating on your end. But from my side, it also really s---s to go in to a store because they have a ticket, and a dozen other team members come running up to me saying, "Oh, great, you're here! This has been broken for weeks!" If you miss us so much, please make sure to open tickets for all of your tech issues and you will see more of us :)