Hopefully by now you’re starting to see the value in modeling the support system. You can see how in the spreadsheet model we looked at last week for hiring agents, we’re talking about changing the rate of flow (more agents = higher rate of flow of tickets through the system). But flow isn’t the only part of the system that can change.
Perhaps you’re wondering what happens when you start exploring the edges of the system boundary (how do those tickets get in there, anyway?), or maybe you wonder what happens if you change the indicator for the balancing feedback loop (what if we used an SLA-based approach instead of inbox zero?). When you can visualize and understand the stocks, flows, and feedback loops within a system, you find more opportunities to change the system.
In coming weeks, we’ll move beyond my crude drawings and bad handwriting and start dynamically modeling systems. Okay, okay, I’ll probably continue with the crude drawings and bad handwriting, but we’ll also go beyond spreadsheets and start bringing these systems to life.