Policies are geared towards making excuses for incompetency, instead of solving a problem due to laziness. For example, we used to keep contact logs for all calls, but people could not multitask. Now, the contact logs are not required. This can often make it hard to track down whoever misinformed a client during a call. In the end, that person keeps making mistakes and nothing is done to remedy the issue of a staff member who is giving false information.
Feedback is rarely relayed from the team leaders to management. I have had this issue with 3 team leaders. The feedback was honest and came with suggestions. Since the feedback was unheard and lost, I have lost a great deal of faith in the roles of team leaders.
Constructive criticism is not taken in a good way. Often, this leads to being told about what did work, while the focus of how things can be improved are not mentioned. There is a lot of resting on laurels, which is far from the "continuously evolving" core value.
As one person said, there is a fairly cult-like structure. If you are someone who works hard, and doesn't feel the need to take part in company functions, your hard work may go unseen. Work ethic and knowledge should come before your non-work related friendships with management.
I have seen and heard a very high-ranked executive say that we needed a cultural shift to mid-management. I was very excited about this. However, that never happened. This comment was made when a co-worker was dancing around instead of doing her work, oblivious to who was watching them.
The "Core Values" are rarely a reality. They're a romantic idea, though.
