Shift Worker Productivity Need Not Be an Oxymoron
Employees who work nontraditional schedules can create as much value as nine-to-fivers if executives can manage their expectations and special needs.
Not long ago, I got a call from a Canadian bank executive who was facing a revolt by his 1,000-plus contact center employees. The workers were grumbling that management was too strict and was cracking down on legitimate break time. Generally removed from these hourly employees, the executive had no idea how to handle their complaints. Afraid that they might stage a slowdown or take some other disagreeable action, he was on the verge of trying to placate them by implementing a more generous break policy that would cost the bank US$1 million annually.
