In a small agency work is allocated by whoever is nearest. This shows who owns what and where the backlog is, so nothing sits waiting on one overloaded person.
What's Included
- Clear ownership per client so nothing falls between people.
- Everyone's workload visible including what is overdue.
- Cover for absence arranged rather than assumed.
- An assistant that flags a bottleneck early.
How To Use
- Give every client one named owner. Shared ownership means no ownership.
- Look at overdue work, not just volume. Volume alone is misleading.
- Arrange cover before leave, not during it.
- Rebalance when someone is consistently behind rather than occasionally.
Pull the work from the renewal engine, and manage the people with human resources prompts.