The charade here is that corporations treat their customers fairly and courteously throughout all points of the exchange: shopping, buying, warranty service, repairs/refunds and complaint handling. That makes for a lot of opportunities to alienate actual and potential customers, and my guess is that few corporations try hard enough or even want to try hard enough to make all exchanges a positive one for everyone. Automating service calls and outsourcing the contacts to people for whom English is a challenge, for example, is a sure way to anger me at least.
Human
Resources and Employee Relations
These two charades are sometimes managed together by corporations so I am putting the two together here.
1. Human Resources
The charade here is that employees are treated as humans instead of as expendable resources like oil. And despite what HR professionals may tell you, they are near or at the bottom rung of factotums in the management staff functions of corporations.
I leapt at the chance more than a decade ago to
review The Dilbert Principle in which author Scott Adams narrates his comic
book creature, Dilbert, who, the publisher says on the book's jacket "has
become the poster boy of corporate America [where] millions of office dwellers
tack the comic strip to their walls when murdering the boss is not an
acceptable option." [10] My favorite character, actually is
HR departments do the paper work in processing the
exploitative decisions of line managers and executives to outsource work; to
lay off or fire employees; to make indefensibly bad performance evaluations of
subordinates; to pay paltry wages; to renege on pension plans; to compensate
executives astronomically above their real worth if any to the corporation; etc.,
etc. Can you just imagine the HR work being done at
2. Employee Relations
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