Something which surprised me about WaLTS when I started was the lack of management information on the work we do to support our customers. There has been a few spot audits to analyse busy periods, but nothing coherent or consistent, so I asked the team to start recording resolved work using a simple form and then presented the results in a report for the benefit of our senior management. Those graphs will take a little time to fill out, but we’re off to a good start.
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