I work for BYU continuing education and part of my duties are to merge customer accounts that are potentially the same person. These are neither urgent nor important. I do not get paid more for completing these mergers. I was never trained on how to do the mergers and so occasionally when I do decide to merge accounts, I sometimes make mistakes and get rebuked. So, I have zero incentive or motivation to merge accounts. There is a constant flow of accounts to merge because our website makes it difficult to retrieve password or username information which encourages customers to just make a new account instead.
Before I conclude you should know that in other areas of my work, I do my best to give 100% and volunteer for tasks. However, when it comes to mergers there is definitely a misalignment.
The system is misaligned because it encourages customers to make a new account which creates more merger work.
The skills contribute to misalignment because no one has been trained on how to effectively complete mergers.
The structure is misaligned because employees have little to no incentive to work on a task that is neither important nor urgent nor cool nor beneficial.
