Operations

People Waiting for a Process to Finish

Customer
Someone whose request sits inside an organisation's process
Context
Waiting for something invisible that cannot be hurried

The Jobs of whoever stands at the receiving end of a process, the person who bears the whole cost of delay and appears in none of its measures.

5 Jobs

  1. 01When I have submitted a request, I want to know where it is, so I am not calling to ask once a week.5 Pains · 6 Desired Outcomes · 5 Existing Solutions
  2. 02When something has gone wrong, I want it fixed, so I do not spend my own time proving an error that was not mine.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
  3. 03When I am asked to re-enter information they already hold, I want to not do that work, so I am not carrying a task the organisation could do itself.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
  4. 04When I have booked a time, I want it kept, so I do not lose half a day waiting for someone who may not come.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
  5. 05When I make a request, I want the outcome not to depend on who takes it, so I am not calling back until I reach the right person.5 Pains · 5 Desired Outcomes · 5 Existing Solutions