Author: Maritza Witteveen (Page 1 of 4)

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Imagine you’re in a new organization, with a new topic, unfamiliar jargon, unknown codes and lots, lots of information. And you are assigned to do a good job. 

Where to start?

I start with the latest request. The latest request, assignment or question the operation received from their clients or consumers. 

Because the latest request is relevant now and bears the greatest opportunity to do a good job.

By letting the client or customer know you ‘saw’ them. Received their request. 

By saying ‘Thank you’ for the assignment, the update or the opportunity to change an inconvenience.

For these, I do not need any knowledge, just courtesy.

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The latest request is one request. One clear thing to focus on.

It’s do-able to get to understand one request.

It’s do-able to grasp the What, Who, When, Where and Why of one request. No matter how unfamiliar the jargon and unknown the codes.

It’s do-able to ’see’ what’s really asked for. In other words, what the client or customer most probably needs.

For these I just need to read or listen to the request with the will to understand.

In case of doubt, I ask the client or customer to help me fully understand their request. By asking specific questions.

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The latest request is most probably not yet devalued by delay and corresponding mistakes.

I can choose the best solution for the client or customer in this moment and check if we (organization) can do so now.

I can deliver the client or consumer their solution or I can update them about my progress.

Both will make my client or costumer happy, because you show you ‘see’ them.

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Take the next latest request. 

Take the request as far as possible. Thus till final, finished or till awaiting reaction.

And before you’ll know it, you’re doing a good job.

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Handling incoming requests since your previous workday. In your pace, at your best moment to handle this today.

I don’t work with schedules. I do use routines, however my routines match my rhythm. I thrive by following my rhythm, in which I routinely handle stuff.

For handling incoming requests since my previous workday, I experienced that handling these as the first thing of my workday, works best.

Finished doing so, I easily booked my first success of my workday. Also positively influencing more success to come.

Find your own best rhythm for handling incoming requests since your previous workday.

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After you’ve handled all incoming requests since the previous workday.

In order to prevent your backlog growing with new issues.

Today, just pick on and handle these like you handle new request.

Let the owner know you ‘see’ him or her.

thank him or her

Get to understand what the client or customer needs.

Choose and carry out the corresponding action.

Finish the request as far as possible.

Pick a next request.

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For more fun and success catching up a backlog, pick the low-hanging fruit first. The clear, straightforward things you can easily do.

That way the backlog numbers diminish quickly. Which helps you and others to feel success catching up.

The more though things to catch up, get the focus they need this way. Less cases, however, more complicated cases to deal with. One-by-one.

End of backlog in sight.

Catching up a backlog is no success concerning content.

Catching up a backlog can give success with regards to speed, connections, end of backlog in sight.

Hoever, concerning content there’s no success in doing.

Content became irrelevant.

Incorrect content received is harder to correct. People don’t remember the details any more. Documents are archived already. Request owners left.

Because of your late action, people (unconsciously) react late too. Like you showing you don’t care, they care neither.

The request turns out to be solved differently. A gift while you just get to finish the request accordingly.

In any backlog case, don’t catch up a backlog with the idea it is useful work. Because it isn’t. Passed time didn’t left much of the original request. You need to catch up for compliance, courtesy and your own honour.

And you do need to catch up for healthy space to do better now, in the near – and in the future. The backlog needs to be handled to fully become an up-to-date business.