Overburdening: how to cope with it and work is irrefutable
Sometimes teams must take up work that exceeds their capability. Consider a company policy that says ‘The call desk picks up calls within 60 seconds’. This policy forces a call desk team to pick up new calls within 60 seconds. Saying ‘No’ to new work would be a sensible thing to do. But just not in this case. When in such a position what can you do to overcome overburdening and still keep happy customers?
In this blog post I’ll show that by looking at the workflow one can discover new options to overcome the overburdening and still not say ‘No’.
Alternative ways are described in The Business Support Team Pattern and Help! Too Many Incidents! – Capacity Assignment Policy In Agile Teams.
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