Some time ago, I came across Kidlin’s law – a problem written down is a problem halved. This tracks well with my own experience, but why is that the case? In a nutshell, in order to write something down, you must understand it well enough to write it down. I often find that, when describing a problem in writing, I add details that I knew – but weren’t conscious of.
(more…)Tag: Kepner Tregoe
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A further metric for support
I have previously written about key metrics for support departments – and I stand by everything I said then. I have, however, come to the conclusion that another metric should be placed under consideration. A quick recap, however, of the metrics I proposed then, as well as what they are intended to measure:
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