It's classic Max Weber's formal description of bureaucracy, in the
good sense, ca 1900-1920 as an administrative/management structure.
You try to set up the local office (call it first-tier) so they can
answer about 90% of all questions. The other 10% are kicked up to the
regional (call it 2nd tier) who one hopes can answer 90% of those
questions, and so on.
Or as I used to say as an academic: If you (students) have any
questions about majoring etc please don't hesitate to ask me. If I
don't know the answer we can go to the dept head and ask again. If the
dept head doesn't know the answer we can all go to the dean who, if
s/he does not know the answer, will no doubt make one up on the spot!
On January 4, 2018 at 15:34 l...@satchell.net (Stephen Satchell) wrote:
> On 01/04/2018 01:02 PM, Dan Hollis wrote:
> > when the first tier incompetence stops, the direct contacts will stop too.
>
> But, but, but...when the first tier support person gets the training to
> not be incompetent, he is promoted to the second tier and the vacuum is
> filled with another incompetent first-tier person.
>
> So, by definition, the first tier of support will only be able to answer
> questions "from the book". Anything more complex than what's in "the
> book" is bumped to the second tier...where the problem is above the
> second-tier pay grade and it gets bumped further up the chain.
>
> It's a variation of the Peter Principal: ex-incompetents will rise up
> the promotion ladder.
>
--
-Barry Shein
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