It’s Been A While
February 3, 2012
It’s been a while since my last post.
I’ve been inundated with non-mail, and since no-one asked I’ll just let you that while the blogosphere apparently hasn’t missed me, I’ll offer an excuse anyway.
Newton I. Riess, August 15, 1920 - October 30, 2011
My Dad passed away at the end of October. I was 6,000 miles away from him at the time and quite frankly, I just haven’t felt like writing anything for a while.
I’ve mentioned my Dad several times in postings, both for his use iPads and iPhones at 91 and just because, he was my dad and influenced everything I wrote in some way.
He led a remarkable life as part of ‘The Greatest Generation,’ and in future posts I’ll tell you more, but for now I just wanted to let any faithful readers know where I’ve been and at least start down the road to more regular contributions again.
Thanks for your understanding and since I try to focus on management tips I will offer one bit of advice. If you are a manager and an employee loses someone close to them, keep in mind that the impact can last much longer than just the immediate aftermath of the funeral.
In some cases it can take years before productivity returns to normal.
Coaching on TV
August 22, 2011
USA network’s ‘Necessary Roughness’ a new TV show about a psychologist who treats athletes has a new story line featuring a personal coach.
The plot would take too long to explain but what I found most interesting was the characterization of the coach. So far it’s decidedly negative. Of course, by the end of the next few episodes that could change, but for now fans of the show probably won’t be calling to hire a personal coach.
There are probably other shows with a more positive spin on my profession but I guess I’ll have to do a search to find them.
You could argue that any publicity is good publicity, but I’m not sure that’s much of a consolation in this case. Stay tuned.
Outsourcing Realities
August 19, 2011
I’ve decided to keep an ‘outsourcing scorecard’ just to keep track of what direction the jobs are moving in the new world economy. I started about three weeks ago and so far the tally is 2-1 in favor of ‘offshore.’
The real surprise, I guess, is that there is any movement at all back to the United States.
I have several different jobs so I come in contact with outsourcing in several areas. I am a coach who does a fair amount of job counseling, plus I do business consulting for small firms, and I also work in health care dealing with insurers and doctors in the California Workers Compensation system.
The first score on my outsourcing scorecard, came two weeks ago when I got a call from a nurse case manager who was overseeing the care of a patient in the Bay Area. (Overseeing is the insurance company translation for making sure they are not spending too much of the insurer’s money)
That aside, she asked about the patient’s status but when the phone line kept breaking up, I finally asked where she was calling from. She said, rather matter-of-factly, The Philippines. I have no problem with the Philippines, or their residents, but the thought of a nurse checking on a patient’s condition and trying to assess care from 7,764 miles away, bothered me, so I told her to have someone in the United States call, I would be happy to discuss the case.
Last week, I called United Airlines at about 11:00 p.m. to check on a reservation I had made for my 91-year-old dad. I went through the normal phone tree and finally reached an operator and got the answer to my question. I was about to hang up when I realized that for the first time in over 25 years of dealing with United, I was not talking to someone in India.
I asked the agent and I could almost hear the smile in her voice as she pointed out, “Well, United and Continental are now merged and the new CEO is from Continental, and he does not believe in outsourcing.”
I have been complaining about the call center in India for, well, forever, and I told her I was delighted to be speaking to someone in Chicago. Go Cubbies.
Score one for U.S.A.
Finally, this week, I was called from a local doctor’s office in the Bay Area about a patient they were referring to my wife, who is a psychologist specializing in pain management. They wanted to know if we had all the pages they faxed. I had to check so I got her call-back number which ended in a 5-digit extension, which I thought was a bit odd for a relatively small practice.
You guessed it, when I called back I was talking some an ’employee’ in the Phillipines working for a company that provides back-office services to doctors.
I guess I shouldn’t be surprised. Everyone is trying to cut expenses in the medical field, but I can’t help but wonder, how long it will be until a medical office is just one doctor and one receptionist and everone else is thousands of miles away.
Of course, the next step is that everyone is thousands of miles away and the doctor is an avatar in front of a computer.