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Making sense of it

Most of the errors in this field are analytical rather than technical. Reacting to ordinary variation, comparing without normalising, and producing findings nobody acts on.

5 notes

Establishing a Baseline

Before and after comparisons are worthless without a baseline that covers the normal variation. How long, what to capture, and the traps.

Procedure

Demand Patterns and Staffing

Most facilities staff to an average and are understaffed at the peak and overstaffed at the trough. Reading the curve, and shaping shifts to it.

Procedure

Acting on What the Data Shows

Most monitoring programmes produce findings and no changes. The sequence that converts an analysis into a modified process.

Procedure

Common Analytical Traps

The mistakes that produce confident wrong conclusions in this field, the check that catches each one, and the general defence.

Reference

Dashboards That Get Used

Most operational dashboards are ignored within a month. What distinguishes the ones people act on from the ones that fill a screen.

Procedure