So, I made them more money than Zuckerberg made from Facebook, on a single project that was outside the scope of F5 support. I did this because I saw how disenfranchised and marginalized my friends were at their jobs, paid very well in a great work environment with no life to speak of and no recognition of their herculean efforts. I was taking this fight to the top for them, because I wanted to make their lives better - as my ultimate goal is to use my entrepreneurial skills to affect real world change.
From: "Phill Hocking" <email@example.com>
Subject: Fwd: RE: Exceptional results with no resources
From: "Phill Hocking" <P.Hocking@f5.com>
Date: Feb 16, 2011 7:45 PM
Subject: RE: Exceptional results with no resources
Cc: "Sandeep" <S.@f5.com>, "Drew" <D.@f5.com>, "Jerrod " <J.@f5.com>, "Adam" <A.@f5.com>, "Kevin" <K.@f5.com>, "Russ" <R.@f5.com>, "Phillip" <P.@f5.com>
1. Interesting work - Check
2. Smart, hardworking co workers - Check
3. Good Benefits - Check
4. Strong Compensation Package - Check
5. Work/Life Balance - Check
6. Industry Leader - Check
7. Focus on Employee retention - Check
F5 understands that the employees are strategic assets and goes OUT OF ITS WAY to ensure that once you work for F5 you do not want to work anywhere else.
I have had many jobs where I have thought how will this lead to my next position in the next 2 or 3 years. With F5 I am focused on where my career with F5 will go.
HOW TO STOP THE CYCLE OF MEDIOCRITY
By Michael Schein, Vice President of Product Development, The Results Companies
These are just a few of the Key Performance Indicators that are the common currency of the contact center industry. It is by examining these metrics (and others like them), that many call center leaders manage their operations. If you’ve ever tried to interrupt a certain breed of call center veteran who was hunched over a spread sheet full of these statistics, you’ll know what I mean. Once you get the grizzled vet to look up at you, he’ll launch into a speech about how the numbers tell him everything he needs to know about what is working at the facility and the areas causing its problems.
While a strong understanding of a program’s KPIs is important, there is another part of the story that is all too often overlooked. Sometimes in concentrating so much on data, call center leaders lose track of what it is that this data represents – the behavior of people interacting with customers on the phone.
The Gopher Game
Think back for a moment to when you were a kid and used to go to the amusement park. Remember the Gopher Game? The goal of the game is to take an oversized hammer and hit as many gopher heads as you could before the clock ran out. The game, however, is more difficult than it sounds. The problem is that once you hit one gopher head, another one pops out at other part of the board. And when you hit that one? Two new heads pop out somewhere else. Almost nobody hits all the gopher heads.
Cycle of Mediocrity
When a call center leader focuses solely on metrics, it is in many ways like trying to beat the gopher game. A typical scenario goes something like this. Management sees that average handle time has gone above goal. They send out the frantic order to get that metric under control. Supervisors, coaches and team leads run up and down the aisles barking at agents about the importance of reducing their call handle time. Fueled by anxiety, agents begin cutting their call times by whatever means possible. As a result, they begin to take shortcuts in their handling of calls, which causes their CSAT and QA metrics to suffer. The manager poring over his report notices that these two metrics have slipped. He shouts to his subordinates to get these indicators under control, who then run around the center yelling for agents to improve their service. Without the proper foundation, the agents overcompensate and spend more time on the phone again. The cycle begins anew.
In order to avoid this firefighting mentality, it is essential to look beyond the spread sheet to the people and processes that are driving the numbers. By putting a standard of success in place that is backed by a plan for continual improvement, management can ensure a self-perpetuating consistency of performance.
You will be reeled in by all the awards and perks only to find that a MOUNTAIN of work is dumped on you. F5 has great benefits and is a cool company, but have no doubt that you will work very hard. They run so lean that most employees have unrealistic workloads that require nights and weekends just to keep up. Standard Operating Procedures are almost non-existant and you will in many cases have to fight just to meet industry standards. Projects are being scoped at too high a level to get an accurate assessment of timeline and budget, then handed off for implementation to the people who should have scoped it and now have to execute under unrealistic project goals. While their technologies are superior, they have lost touch and I find it shocking that a technical company is so archaic in actual execution processes and tools. You can be working on the exact same thing as someone in a different department and both sides would benefit from a collaborative effort, but the lack of communication at the management level causes redundant work flows all over the company. If you take a look at the details of every review on here, you will notice a pattern in both good and bad reviews of the areas that were marked with lower scores.
The communication breakdown within and between departments is degrading the overall culture of F5 and I would say that this is the single biggest threat to the company. While they may see this, they may not realize how critical this has become and I am not sure if they are taking strong enough steps to fix this in time.
-Small enough that you can help grow and expand the business. You really do make a difference.
-Lots of potential here
-On Site gym
-small enough that the more niche positions aren't available or there.
-lacking in organization and systems management that you find in larger coorperations
-in need of restructuring due to growth
-work on getting rid of the political environment inherent in a large number of companies
Highly regarded brand.
Financially strong and well managed (by Wall Street's standards)
Innovative technology roadmap virtually assures sustained leadership position
Very high customer satisfaction and loyalty
Very difficult to consistantly meet quota.
Not a mentoring or coaching culture.
A lot of fear-based sales management.
If it's good, it's great. If it's not, you're all alone.
P. 888 882 7535 | F. 509 343 3501 | D. 509 944 3460
The Leader in Application Traffic Management
Ensuring secure and optimized application delivery for global enterprises
Sent: Wednesday, February 16, 2011 3:35 PM
To: Phill Hocking
Subject: Case Notation
1. Validate if they are using the Deployment Guide and/or Application Wizard.
2. Consult with Mike * for Exchange insights.
This is not best effort. They are a Premium Support customer. If they have followed the guide, used the wizard and it does not work, we troubleshoot the F5 product/config. If this is a design/consulting issue, then we need to advise them of such (see your manager 1st) and offer to facilitate contact with PS-Consulting.
Sent: Thursday, February 10, 2011 6:00 PM
To: Ron Runyon; Jeff Webb
Cc: Sandeep; Drew ; Jerrod ; Adam; Kevin ; Russ ; Phillip
Subject: Exceptional results with no resources
P. 888 882 7535 | F. 509 343 3501 | D. 509 944 3460
The Leader in Application Traffic Management
Ensuring secure and optimized application delivery for global enterprises
hide details 1:39 PM (5 hours ago)
> I escalated your concerns and the substance of our phone call to the appropriate authorities in the Company and I am not authorized to speak with you any further on behalf of the company.
> Scot F. Rogers | VP and Associate General Counsel
> F5 Networks
> P 206.272.5555
> F 206.272.5565
> D 206.272.6519
> M 206.399.9990
> From: Phill Hocking [mailto:firstname.lastname@example.org
> Sent: Monday, February 21, 2011 1:27 PM
> To: Scot Rogers
> Subject: Fwd: Termination
> I'm going public with emails now unless you convince me otherwise.
> ---------- Forwarded message ----------
> Cc: "Nancy Apgood" <N.Apgood@f5.com
> Based on the incident Friday in the Spokane Office, the Company has decided to terminate your employment with F5, effective immediately. If you still have personal items that you would like, please let me know and I will have them shipped to you. As you know, you are not to come to F5 offices per the anti-trespass information provided by the Spokane Police.
> Marie E. Sye | Human Resources Manager - PS
> D 206.272-6376
> M 206.529-7426
> F 206.272.5608
More to come, (like 911 transcript when I called cops on Jeff which is the 'incident' this lady is referring to) but I figured I would leak this now while shareholders can get a chance to see it percolate through the interwebs during overnight trading and before the markets open tomorrow. I was pushing this agenda not because of myself, or to obtain more money/discretion/career or job satisfaction - but because I have two friends who are suffering from Heroin addiction. I was trying to put resources together to show them that yes indeed, you are the only one who writes your own ticket and decides where you go in life. I made it my life goal to obtain enough resources that I could put them in a world class rehab, and give them a career when they got out. I may have lost my job, but as of today they are both clean and sober with a new lease on life, because I showed them that you really can change the world if you live your beliefs. The only thing I sent past this email, was a warning to Jeff that I am an autistic savant that is covered under EEOC and that I was unwilling to be ignored when escalating up the chain that was set in policy. I violated no rules/ethics/laws and was terminated because I hurt too many egos and made too many people look foolish and incompetent. The resultant EEOC investigation and press will hurt them much more than litigiousness will.
Here is the only further correspondance I had with Ron/Jeff (do not have email thread, as I was terminated... but I had posted whole thing to my Facebook as I thought it was a nice blog lol):
Neurodiversity in the workplace/How to change the world vol 1
Most work to live, I live to work
Most accept what they cannot change, I change what I cannot accept
Most do what they are told without question, I question what I am told to do
Most choose a specialty and focus, I focus and specialize on generalization
Most climb the ladder to have advantages that enable them to realize their vision, my vision is a world where there are no ladders or advantages.
“Be true to your work, your word, and your friend. Friends... they cherish one another's hopes. They are kind to one another's dreams. Do not hire a man who does your work for money, but him who does it for love of it. I have learned, that if one advances confidently in the direction of his dreams, and endeavors to live the life he has imagined, he will meet with a success unexpected in common hours. If a man constantly aspires is he not elevated? In the long run, men hit only what they aim at. Therefore, they had better aim at something high. It is what a man thinks of himself that really determines his fate. There is no more encouraging fact than the unquestionable ability of man to elevate his life by conscious endeavor. I wished to live deliberately, to front only the essential facts of life, and see if I could not learn what it had to teach, and not, when I came to die, discover that I had not lived. Not only must we be good, but we must also be good for something. I believe that it is in my power to elevate myself this very hour above the common level of my life. There is no value in life except what you choose to place upon it and no happiness in any place except what you bring to it yourself. What you get by achieving your goals is to as important as what you become by achieving your goals.” –My personal philosophy c/o all of HDT’s works.
Greatness is achieved by never letting others interfere with what you feel is right and necessary. I refuse to be marginalized because I am the sigma, and as most are willing to adhere to ad populum and tradition – I cannot compromise my principles to be a cog in the machine when I can engineer a better machine. Socrates was executed for championing reason over religion, Copernicus locked in his tower for maintaining the world was not flat, Aristotle mocked for implying the terra revolved around the heavens… fast forward to Zuckerberg changing humankind with twenty grand and some hackjob php and unix chops advancing humankind farther than any other single innovation in human history within the span of a decade. The universe is greater than our understanding of it.
"Not every critic is a genius, but every genius is born a critic...genius has the proof of all rules within itself." -Lessing
"Genius demonstrates its autonomy not by ignoring all rules, but by deriving the rules from itself" -Kneller
My approach is simply dialectic as opposed to analytic, qualitative instead of quantitative.... it is not what we see but what we understand that really matters.
Pinning me down to a title and narrow responsibilities/scope/resources is only limiting my ability to deliver the most exceptional results and analysis. Refusing to act upon my analysis because it requires exception to the rule is more foolish than allowing me to work outside of the rules to determine what they should be. Brilliance and capability like mine typically go to waste or are not used to their potential because men in positions of power only trust those that have the equivalent or greater power. The amount of change I can bring is only limited by the lack of willingness to consider a different viewpoint despite the actual corporate/organizational/departmental goals, and I do not want to have direct responsibility for managing anything – simply analyze everything and present said analysis/insight to the appropriate parties. Considering that does not represent ‘undue hardship’ in any way because any individual accomodation I am requesting is given to thousands in our corporate workforce without a ‘disability’ (gift actually…). My capability is greater than ten of the recent new hires and is objectively proven by the customer advocating my approach directly to management. It is absurd and wasteful to not recognize, appreciate, cultivate, and reward it.
So, I lost the best 'job' of my life, and saved two lives irl... fair trade. Keep the ball rolling guys, lets to "Pay It Forward" for reals - all you have to do is go above and beyond what is needed and inspire those around you to do the same and live their principles. My first 'people project' was an incredible success, my list of stuff I want to check off:
1. My friend Jesse who is an amazing family/business man that could do more than me with the right opportunity.
2. My father Glenn, who worked his ass off in hard labor his whole life and when the market tanked, can't find a minimum wage machining job and lives at a men's mission.
3. My step-father Todd, brilliant DBA that is scraping paycheck to paycheck because he works .gov and would get 5x compensation in private sector with his own resume, just doesn't have the balls to risk what he has.
4. My mother Andrea, who like my father worked hard her whole life barely scraping by and cannot work without costing their household more in daycare than she can earn with her skillset.
5. The love of my life Nicole, has a masters and is brilliant as anyone I have ever met, but so psychologically unbalanced she cannot maintain a job.
6. The white whale Sabrina, who just wants to look the way she wants and earn an honest living super bangin alt model type that doesn't know how to express herself in a way that leads to employment.
7. My homeboys Jerrod, Adam, and Kevin - the most brilliant engineers I have ever had the pleasure of working with that are saddled with so much busywork their brilliance is missed in the shuffle.
8. Myself, I have worked so hard and so long I don't even have a life to speak of and spend every night alone with my labor just like Thoreau. I want just a few of the things that the above fight/fought for their entire lives so I can stop trying to save the world and live my own life.
You help me with the resources I need to check off my list, and I will check off yours. The more momentum we bring the more we can change the world. Fuck Jobs and Zuck, they wanted to change the world so people recognized their brilliance. I am changing the world to make it better for everyone, and I hope you will too. Join the movement by sending me an email asking how you can help, and comment this blog - I will get back as quickly as I can, but would be more excited if I saw you answering each other.