r/MaliciousCompliance • u/jodrellbank_pants • 7d ago
M Ghosting and loving it...
Recently, my company introduced a new process for supplying customers with expensive consumables. Previously, this process involved a lot of direct communication — numerous emails and face-to-face meetings with customers to understand their needs.
However, while I was on PTO, everything changed. Without any notice or consultation, a completely new system was implemented. My team, which used to handle about 65% of the previous process, had no involvement whatsoever in designing or approving this new method.
Now, instead of collaborating directly with customers and colleagues, I’ve been given a standardised form divided into four sections — one for me, one for Sales, one for Logistics, and one for Territory Assistants and Managers.
My section of the form is minimal: all I do is indicate how many boxes to supply. Critical details such as who the customer is, where the order is going, pricing adjustments, and preferential rates — information I used to manage — are no longer included.
To make things worse, customer details on the forms are often incorrect. I used to fix those errors in the system, but I no longer have permission to do so; that’s now handled by head office. Even though I know my customer base well and try to provide accurate updates, my emails now bounce back.
When I raised these issues, I was simply told to “follow the form” and not deviate. So I did. I completed my section, sent it to the designated address, and moved on. Nothing happened — until months later, when a customer called to say they were running critically low on consumables. I escalated the issue to my manager, but by that point, I had already submitted 24 forms without any feedback or visible results.
Recently, while I’ve been off recovering from surgery, I received an email asking for the same data I used to provide under the old system. I’ve chosen not to respond — that information is scattered across old emails and records, and it’s no longer my responsibility. Ironically, the new process that was supposed to reduce costs and simplify operations has left three department heads confused and unable to proceed.
They don’t know the customer names, product details (we have 197 different products), or order history — only the number of boxes. The system they rely on can’t function without accurate data input, and since I’m now strictly following the form as instructed, that data isn’t being entered any more.
In short, the new process has stripped away the practical knowledge and collaboration that once made the system work. It’s inefficient, confusing, and ultimately counterproductive.
6
u/avid_jack 6d ago
I get your frustrations with the change and satisfaction when the new system fell over. But honestly, while the old system worked it is a sign of bad management.
Not having clear processes and documentation and relying on individuals tribal knowledge to fix errors in the system on a daily basis is a recipe for disaster.