I would try to get on friendly terms with the driver(s) but a) I don't have things shipped to my house often -- this being an example why -- and b) most of the time a signature is not required so the driver leaves it on the doorstep without even a knock.
I recently was at my apartment to receive a package, and they knocked once and were filling out the delivery notice form in the minute or so it took me to get to the door.
ups does have a "my choice" option where you can choose to have them hold the package at the station instead of delivering it, and go pickup yourself.
Re: optimize metricscanyonwalkerJune 10 2014, 21:13:19 UTC
Yes, I understand that the driver may not be entirely at fault for making no attempt to knock or ring for a delivery when a signature is required. He may be given such absurd timing goals by his management that he can't complete his job in reasonable time without cutting corners. Although I am very familiar with business metrics ultimately it is not my problem to figure out which part of UPS's internal business practices is wrong and is the cause of extremely poor customer service.
Re: optimize metricsojuangJune 10 2014, 21:55:13 UTC
Agree that it's not your problem to fix, just listing a possible cause.
People will optimize whatever metric you measure them on. Worse than that, they will optimize for what they *think* you are measuring, so not only do you have to pick the right things to measure, you need to make sure they know what you are measuring.
Re: optimize metricscanyonwalkerJune 10 2014, 22:33:37 UTC
Indeed. One of the standard pitfalls with metrics is the one pointed to in that Dilbert comic strip-- A quantity metric is no good without a quality standard accompanying it. I see it all the time in my line of work. As in the case with this UPS driver, a quantity measurement (tasks per hour or per day) can be maximized by doing a rushed, shitty job on each task.
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The driver is probably trying to optimize time spent delivering packages. My guess is that as long as the beep-beep scan occurs it counts as a delivery attempt and the driver gets credit on the metrics.
I recently was at my apartment to receive a package, and they knocked once and were filling out the delivery notice form in the minute or so it took me to get to the door.
ups does have a "my choice" option where you can choose to have them hold the package at the station instead of delivering it, and go pickup yourself.
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People will optimize whatever metric you measure them on. Worse than that, they will optimize for what they *think* you are measuring, so not only do you have to pick the right things to measure, you need to make sure they know what you are measuring.
http://dilbert.com/fast/2000-09-23
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