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<blockquote data-quote="Ryujin" data-source="post: 9420267" data-attributes="member: 27897">Exactly the point. Our two biggest blocks to improved performance are:<ul>
<li data-xf-list-type="ul">Clients who never seem to respond to us until we close their request for lack of response.</li>
<li data-xf-list-type="ul">The &quot;reload permission form&quot; that we asked another group to convert from a paper request to an online form, which they then made into a form that creates three separate requests. Every request has part of the info we need.</li>
</ul>It's university IT support. I'm in the End User Computing group which means, unlike almost literally everyone else in the department, I actually see the clients' faces. Most don't even exchange email with them.&quot;Lean&quot; is the new buzzword for what used to be called The Toyota Way. It's about removing blocks to performance like in-built inefficiencies, or parts of processes that introduce error. I received such training more than 25 years ago, at a different employer, but it was common sense enough that it's always been part of my work philosophy. Another part of my personal philosophy could be referred to as, &quot;Work in such a way as to put yourself out of a job.&quot; I like educated clients and clients like it when I explain why you should do something.[URL unfurl=&quot;true&quot;]https://en.wikipedia.org/wiki/The_Toyota_Way[/URL]</blockquote>

[QUOTE="Ryujin, post: 9420267, member: 27897"] Exactly the point. Our two biggest blocks to improved performance are: [LIST] [*]Clients who never seem to respond to us until we close their request for lack of response. [*]The "reload permission form" that we asked another group to convert from a paper request to an online form, which they then made into a form that creates three separate requests. Every request has part of the info we need. [/LIST] It's university IT support. I'm in the End User Computing group which means, unlike almost literally everyone else in the department, I actually see the clients' faces. Most don't even exchange email with them. "Lean" is the new buzzword for what used to be called The Toyota Way. It's about removing blocks to performance like in-built inefficiencies, or parts of processes that introduce error. I received such training more than 25 years ago, at a different employer, but it was common sense enough that it's always been part of my work philosophy. Another part of my personal philosophy could be referred to as, "Work in such a way as to put yourself out of a job." I like educated clients and clients like it when I explain why you should do something. [URL unfurl="true"]https://en.wikipedia.org/wiki/The_Toyota_Way[/URL] [/QUOTE]

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