ABSTRACT
It’s all a bit of a mess. Some employees are sitting around, reading magazines. Others seem overworked. ‘It’s a scheduling issue,’ shrugs Blake, the departmental manager. ‘The work is unpredictable, so we can never get it exactly right.’
‘But the clients complain that tickets aren’t being answered,’ you say. ‘Yes, but it’s not a fully integrated system,’ says Blake. ‘Things fall between the cracks.’ You pause. Should you mention the problem about clients not being invoiced on time? Maybe you’ll keep that for another time.
Somehow you have to clean up the mess. It needs better process automation, better reports, maybe a dashboard. Looks like you’ll be home late again.
