Improving how the work is done.
WHAT TO REVIEW PERIODICALLY
Response commitments against reality Escalation paths, and whether they work Templates, for accuracy Categories, for usefulness Documentation, for currency
WHAT TRIGGERS AN IMMEDIATE REVIEW
A serious complaint A repeated failure A change to the product or team
WHAT QUESTIONS TO ASK
Where do tickets sit longest Where do we escalate most What do staff ask each other most What do customers complain about most
WHY THOSE FOUR
Each points at a specific weakness.
WHAT LONG-SITTING TICKETS INDICATE
A missing skill, tool or authority.
WHAT FREQUENT ESCALATION INDICATES
The same, one level down.
WHAT INTERNAL QUESTIONS INDICATE
A documentation gap.
WHAT TO CHANGE
One thing at a time.
WHY
Several changes at once make the effect unattributable.
WHAT TO MEASURE AFTERWARDS
Whether the specific problem improved.
WHAT TO INVOLVE
The people doing the work.
WHY
They know what wastes time, and they will not adopt what they did not shape.
WHAT TO DOCUMENT
The process, and the reasoning behind it.
WHAT TO RETIRE
Steps nobody can justify.
