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What is the best way of managing the productivity of staff who undertake highly variable work where standard timings don't make sense?
"There are a number of options that may work depending on the level of variability and what it is that is being measured. There may be consistent parts of the process that could be benchmarked; you could explore other measures such as quality or it could be a question of understanding an average process output."
06 Mar 2017
"Understand where the process starts and ends, not forgetting this could be on line or the receipt of a form through the post. Get the process stakeholders together and map the journey capturing internal processes and customer touch points. Follow the process through yourself, as if you were a customer to experience how it works in practice."
13 Apr 2017