Continuous Improvement. Turning Sticky Notes Into Teamwork And Quality Assurance. Ashley Weese Iowa State University. Overview of it services. Who we support. Who we were at the time. Employees did not have the same skill levels Low moral Employees who didn’t want to assist others
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Turning Sticky Notes Into Teamwork And Quality Assurance
Iowa State University
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In the queue: logged into the queue, auxed in the queue, not taking non-queue calls, not making a non-queue call
Available time: time spent on a queue call or available for the next queue call. When calculated for a phones day, only hours that the phone lines are open (7:30am-4pm over breaks and summer) will be used. The formula used will be “Total time logged in” – “Total time auxed out” + “Time scheduled for meetings in Outlook” = “Total available time”