Life for TechGuys means "backlogs, shortages, system issues"
We recently reported on DSG International's efforts to "provide better service for customers through a more efficient operating model." How did they go about this? The owners of PC World and Currys made several hundred TechGuys redundant. Since they're the people who effectively are customers services, then to those outside the company the plan made less sense than a rubber nun.
The question is now - has this new operating model improved matters? It seems the management of DSG International may not be so sure themselves. A comment on Bitterwallet reproduces an email that was apparently sent by a senior director to the remaining TechGuys staff, citing "a backlog of work, colleague shortages... and system issues." If this email is genuine, then we shouldn't expect any improvement in customer services just yet:
To All TechGuys,
Notification of Extension of Trial Period
We are now 3 weeks into our new operating model and we have made a great start in developing a business which is an asset to the group and of which we can be proud.
As with most change, there have been some challenges, such as a backlog of work, colleague shortages, gaps in our management team and system issues and as a result an increase in pressure has been felt across the business. I realise that this is having an impact on your current working environment and I thank you for all the hard work, commitment and support you have put in over the last few weeks.
We are making good progress in resolving these challenges and you will continue to see improvements on a daily basis. It is important, that you continue to provide us with your feedback and highlight the challenges you face.
I am aware that for most of you, we are now nearing the end of your 4 week trial period and I do not believe that everyone has had a fair opportunity to fully experience what the business will be like to work in given these challenges. We want everybody to have a fair opportunity to make an informed decision and are therefore extending the trial period until 30th Jan in order to allow this to happen.
Hub managers will be providing full briefings on this extension and as always please raise any questions you may have.
I thank you, once again, for your continued support and we look forward to growing a strong business together.
If you've had first-hand experience at a DSG International store recently, let us know how it was for you. Is it really as bad as some people say, or is it no better or worse for the changes made by senior management?