In 1970, Robert Townsend, the CEO who had turned around a failing rent-a-car company called Avis, published what is arguably the best book written on business management.
It’s Up the Organization: How to Stop the Corporation From Stiffling People and Strangling Profits.
Though published 46 years ago, it should be required reading–for CEOs and consumers.
Don’t fear getting bogged down in a sea of boring, theory-ridden material. As Townsend writes:
“This book is in alphabetical order. Using the table of contents, which doubles as the Index, you can locate any subject on the list in 13 seconds. And you can read all I have to say about it in five minutes or less.
“This is not a book about how organizations work. What should happen in organizations and what does happen are two different things and about as far apart as they can get. THIS BOOK IS ABOUT HOW TO GET THEM TO RUN THREE TIMES AS WELL AS THEY DO.”
Comcast is the majority owner of NBC and the largest cable operator in the United States. It provides cable TV, Internet and phone service to more than 50 million customers.
So you would think that, with so many customers to serve, Comcast would create an efficient way for them to attain help when they face a problem with billing or service.
Think again.
Consider the merits of Townsend’s short chapter on “Call Yourself Up.”
Townsend advises CEOs:“Pretend you’re a customer. Telephone some part of your organization and ask for help. You’ll run into some real horror shows.”
Now, imagine what would happen if Brian L. Roberts, the CEO of Comcast, did just that.
Brian L. Roberts
First, he would find that, at Comcast, nobody actually answers the phone when a customer calls. After all, it’s so much easier to fob off customers with pre-recorded messages than to have operators directly serve their needs.
And customers simply aren’t that important–except when they’re paying their ever-inflated bills for phone, cable TV and/or Internet service.
Comcast’s revenues stood at $19.25 billion for the fourth quarter of 2015.
In 2015, Roberts earned $36.2 million in salary, options and other compensation, a 10% increase from 2014.
So it isn’t as though the company can’t afford hiring a few operators and instructing them to answer phones directly when people phone in.
But instead of being directly connected to someone able to answer his question or resolve his problem, Roberts would hear:
“Welcome to Comcast–home of Xfinity.”
Then he would hear an annoying clucking sound–followed by the same message in Spanish.
“Your call may be recorded for quality assurance.
“To make a payment now, Press 1. To continue this call, Press 2.”
Then he would hear: “For technical help, press 1, for billing, press 2. For more options, press 3.”
Assuming he pressed 2 for “billing,” he would hear:
“For payment, press 1 For balance information, press 2. For payment locations, press 3. For all other billing questions, press 4.”
Then he would be told: “Please enter the last four digits of the primary account holder’s Social Security Number.”
Then, as if he hadn’t waited long enough to talk to someone, he would get this message: “Press 1 if you would like to take a short survey after your call.”
By the time he heard that, he would almost certainly not be in a mood to take a survey. He would simply want someone to come onto the phone and answer his question or resolve his problem.
Then he would hear: “At the present time, all agents are busy”–and be electronically given an estimate by when someone might deign to answer the phone.
“Please hold for the next customer account executive.”
If he wanted to immediately reach a Comcast rep, Roberts would press the number for “sales.” A sales rep would gladly sign him up for more costly products–even if he couldn’t solve whatever problem Roberts needed addressed.
Assuming that someone actually came on, Roberts couldn’t fail to notice the unmistakable Indian accent of the rep he was now speaking with.
Not Indian as in American Indian-because that would mean his company had actually hired Americans who must be paid at least a minimum American wage for their services.
No, Comcast, like many other supposedly patriotic corporations, “outsources” its “customer service support team” to the nation, India.
After all, if the “outsourced” employees are getting paid a pittance, the CEO and his top associates can rake in all the more.
Of course, the above scenario is totally outlandish–and is meant to be.
Who would expect the wealthy CEO of a major American corporation to actually wait in a telephone queue like an ordinary American Joe or Jane?
That would be like expecting the chief of any major police department to put up with hookers or panhandlers on his own doorstep.
For the wealthy and the powerful, there are always underlings ready and willing to ensure that their masters do not suffer the same indignities as ordinary mortals.
Such as the ones who sign up for Comcast TV, cable or Internet services.
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RIGHT-WING TREASON: FIRST FOX, NOW TRUMP
In Bureaucracy, History, Military, Politics, Social commentary on July 28, 2016 at 12:08 am“Russia, if you’re listening, I hope you’re able to find the 30,000 emails that are missing. I think you will probably be rewarded mightily by our press.”
The speaker was Donald Trump, holding a July 27 press conference in Doral, Fla.
Donald Trump
And he was urging a foreign leader to hack into the private email server of his Presidential rival, Hillary Clinton.
Five days earlier, Wikileaks had released 19,252 emails and 8,034 attachments hacked from computers of the highest-ranking officials of the Democratic National Committee (DNC).
Cyber-security experts believe the hacking originated from Russia–and that Russian President Vladimir Putin may have authorized it.
Politicians on the Left and Right expressed outrage at Trump’s remarks.
But this is not the first time the Right has jeopardized American security.
During the 2012 Presidential campaign, supporters of Mitt Romney accused President Barack Obama of leaking top-secret details of the U.S. Navy SEALs raid on Osama bin Laden’s compound in Abbottabad, Pakistan.
The raid, launched on May 1, 2011, resulted in the death of the 9/11 mastermind and the capture of a treasury of highly sensitive Al Qaeda documents.
According to Right-wingers, Obama wanted to provide Hollywood screenwriters with material for a movie to glorify his role in authorizing the raid.
In August, 2012, the Right found its own secrets-leakers. And they operated under the name of the Fox News Network.
Their motive: To promote a book–No Easy Day: The Firsthand Account of the Mission That Killed Osama Bin Laden. It was slated to hit bookstores on September 11–the 11th anniversary of Al Qaeda’s attacks on the Pentagon and World Trade Center.
It had been penned under the pseudonym “Mark Owen.” But the real name of the author–a 36-year-old former Navy SEAL Team Six member who took part in the raid–was Matt Bissonnette, of Wrangell, Alaska.
Bissonnette’s real name became public after multiple sources leaked it to Fox News–who revealed it on August 23.
The Navy SEALs who killed bin Laden had previously been left unidentified.
Fox News had repeatedly accused President Obama and members of his administration of treasonously leaking military secrets to the media to glorify the President.
Many former and current SEAL members feared that the book would release information that could compromise future missions.
U.S. Navy SEALs insignia
One Navy SEAL told Fox News, “How do we tell our guys to stay quiet when this guy won’t?” Some SEALs called Bissonnette a “traitor.”
And Colonel Tim Nye, a Special Operations Command spokesman, said the author “put himself in danger” by writing the book.
“This individual came forward. He started the process. He had to have known where this would lead. He’s the one who started this, so he bears the ultimate responsibility for this.”
But Bissonnette placed more than his own life in jeopardy. He endangered the lives of every one of the men who participated in the bin Laden raid.
If Bissonnette fell into the hands of Al Qaeda terrorists or sympathizers, he could conceivably be tortured into revealing at least some of the names and locations of his former team members.
And Fox News not only revealed his true name but the town where he lived.
Even the liberal Nation magazine was appalled at the recklessness of this Right-wing propaganda outlet. Jeremy Scahill, a writer for Nation, tweeted:
“Why on earth would FOX News publish the alleged identity of one of the ST6 members who was in the OBL raid? Seriously.”
Millions of Right-wing Americans have been conditioned by decades of Fascistic propaganda to believe that:
Republicans blamed President Harry S. Truman for “losing China” to the forces of Mao Tse Tung in 1949. America could not have prevented a corrupt and incompetent Chiang Kai-Shek from being driven off the Chinese mainland by Mao’s overwhelmingly powerful armies.
Then, in 1950, Senator “Tail Gunner Joe” McCarthy charged that the State Department was infested by Communists–and that the Truman administration knew it but refused to take action. The charges were false.
Joseph R. McCarthy
During the 2008 Presidential campaign, Republicans charged that Barack Obama was really a Muslim non-citizen who intended to sell out America’s security to his Muslim “masters.”
Attacking the patriotism of their opponents has repeatedly elected Republicans:
And now Republicans hope this appeal will elect a man who has openly called on Vladimir Putin to hack into American computers.
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