Comment by duxup

I worked technical support at a mid sized company that sold some equipment that had very expensive support contracts. These support contracts made up a large % of the company income and our customers were happy to pay them.

When I joined the team first thing the director told me was "everyone fucks up, you will to, just tell the truth and you'll be good". I learned quickly that there was no finger pointing allowed in that team. If something went wrong we'd figure it out later and in the meantime do the right thing to help the customer.

It was a great culture in that group. There was surprisingly little bureaucracy in the tech support team. You could do what you needed to to get things done / got the help you needed. Almost every call that came in was immediately answered, and our customers loved us.

Later (after a series of other acquisitions and etc) we picked up a company that had more than 4x the number of support techs and they solved less than half the number of tickets. Even the tickets weren't "solved" as much as they went through the motions and they hit their metrics.

That group was all about finger pointing, they didn't seem to know how to do anything else. They weren't even good at finger pointing. One manager who loved to come up with theories as to why our team was "cheating". He somehow triggered an "investigation" into his theory as to why his team didn't solve tickets and others did. That investigation found found that his very specific theory as to how other teams were messing with the number of closed tickets .... that his team was the only one playing that game. It was so bizarre.

Unfortunately, due to the bad acts / crappy culture from the new team we ended up with a slowly evolving / massive bureaucracy too all designed as CYA type setups where everyone "did what they should have done" but really never solved any problems.

I feel like that's often the source of bureaucracy.