Make no mistake Integra is a phenomenally successful financial instrument and a testament to the skills, ability and vision of it leader and CEO. The problem is that at the other levels people of differing ability are trying to translate and deliver that Integra insight and vision! They sell the story with confidence and portray a picture which soon proves different to the reality. People can always exaggerate in any hiring process and with Integra's churn issues and worsening reputation clearly the real challenge making middle management understand the corporate goals and perform. Anyway, enough of the soapbox!
Here's where they mislead to my friend and associate. Compensation, the manager discussed one figure - HR presented a take it or leave it timebound offer after weeks of evasion and silence at a different level of remuneration. HR's contractual offer and terms were not up for discussion. The manager was conveniently on vacation! In that instance everybody loses credibilty from the outset. The recruiting manager (RM), was not made privy to discussions between HR and the senior manager. Clearly HR and the managers had different agendas and objectives. Communication; its business 101!
On a daily basis it was clear that management aren't fully versed with company procedures, or indeed standard Integra practices. Time and time again Customer Services say that the manager(s) had given the wrong instruction, or that they system does not work that way. So the business and transactional situations becomes 'muddled' at best and 'chaotic' at worst. When management don't know the products, are unsure of their market, aren't aware of the procedures and hide all that by being aggressive, controlling, evasive and or indecisive; what chance does the guy carrying the bag have?
The senior manager contradicts the RM repeatedly and clearly they don't share information. They even have open spats at sales meetings, if the senior manager turns up?
SOPs change monthly, one person in the sales organization job seems to be chasing, and enforcing, procedural revisions. Finally a colleague said 'Just sign them nobody cares anyway, corporate just needs the papertrail!" Obviously the source of the CS frustration and disquiet.
Management generally points you at rather than explains information! It is either lack of time or a profund lack of understanding of what their role is! No other element of the Integra organization could function this way. We make medical devices!
The job seems to have more internal focus than external, customer and market, emphasis.
Under such circumstances it fast becomes more "Admin" than Selling (70% my associate reckoned)
Clearly stuff that should have been answered by management is asked of the salesforce and strategic questions seemed to be asked of, and by, all and sundry; no real guiding hand! The questions are asked, but dissenting voices are quickly "snuffed out", more churn!
Targets and objectives were issued in month 2 of the financial year with HR sending out notications at the end of month 3! If you have to chase a number tell the guys before the financial year starts. Not in February, confirmed in late March / April! The discussion started in October. And "please" sort the monthly numbers out!
Whilst all this culture of churn and burn endures, it's the market, competition and customers who ask themselves searching questions about Integras profile and corporate identity.
My associate was told by a customer that if they were around in 6 months then they, [the customer] would talk to them! Their colleagues reported similar stories! The marketplace knows! Who ever 'I' is there's part of the picture.
Maybe the goal IS to get everyone to move on then you don't have to develop people or invest in them! Offering jobs is relatively cheap process; developing careers, identifying and cultivating talent is costly, & time consuming, but vital to any organizations future.
So HR has to evolve to facilitate and guarantee this organizational advance.
Is a pile of $$$ & a load of "human sales and marketing collateral damage" really a corporate legacy!
No other part of Integra experiences this phenomenum, we'd never make anything!
Once "Churn & Burn!" becomes culturally acceptable, or inculcated, the goals of the organization quickly become lost! New hires and potential employees learn of the company's practices and culture and then act, and react, accordingly!