AT&T

Most people are extremely knowledgeable and willing to help. As with anyone, there are a few bad apples. First and second-line managers are great, with years of experience and are mostly willing to work towards a goal that doesn't directly benefit them.

Third-level/executive management has been brought in from legacy AT&T/SBC departments and does not understand the workflow or dynamic of how a NetOps center works. The phrase "in wire line" is used too much to describe how things were done. Those brought from DSL or Uverse have a better grasp.

Listen more before making decisions.

You're all certified in Six Sigma, PMP, etc. Use your training.

Make a decision and stick to it, within reason. Stop the knee-jerk reactions to client demands and create an open working environment that helps the client without destroying the morale of your workforce.