Because of the size of Fidelity there are numerous levels management. Each level needs to prove their importance and thus creates and changes various policies, programs and guidelines. Fidelity is constantly changing how they do business along with moving upper management in and out of various roles. The message to our clients is we are consistently changing how we do business. Due to so many various groups, any change in one effects the other. There is constant fixing of issues and solving shortcomings in the system. Our current issue relates to rolling out the "pod" as it was made to be a success even before it was rolled out. It was over staffed, over funded, few clients and support both from internal as well as external OSG groups. Once it was declared a major success the remaining tiers of service were rolled out. This time all support was cut off from the out side groups, causing all internal groups to design a path in how to facilitate various "how toos". These new PODS where to handle the same amount of work with 3-4 times the number of clients. Where the average rep took- 10-15 calls a day the new expectation is 35-50 calls. The service groups are now required to work overtime and find a way to get it done. Just as any change takes time to work out all the kinks we will find a way to make it work. However in the near future upper management will change again and we will be following a new model. Management will need to prove their worth and will create all types of policies, programs and we will be jumping through a whole new set of hoops. Our focus needs to be on the clients and listen to them and listen to the employees who are on the front lines and understand what they dealing with. There is a huge gap between the reality of what we do and what upper management believes we do.
