① Intake rules (start writing here)
② Target days and owner by request type
③ Received (write the target days fro...
④ In progress
⑤ Awaiting check
⑥ Done
⑦ Requests stalled past their target ...
⑧ Nudge rules
⑨ Work order for Received and In prog...
Plan it (important, not urgent)
Do it now (important, urgent)
Drop it (not important, not urgent)
Hand it off (not important, urgent)
⑩ Count of repeat requests
⑪ Order-of-work rules
⑬ Fixes that cut requests
⑭ How to rotate intake duty
Internal Request ...
How to use (4 boa...
Done and achieved
Rules and owners
Stalled or troubled
Insights and idea...
1/4
Set the intake rules
Ctrl+F / ⌘F : 2/4...
→ 2/4
2/4
Track requests by...
↙ 3/4
Where requests arrive e.g. Post them in the Admin & IT Requests chat room. If you take one by word of mouth, t he duty person rewrites it there What to include e.g. What, by when, and who will use it. Never put passwords or personal data on a card, onl y the request number and key point Intake hours e.g. Weekdays 9:00 to 17:00. Requests after 17 :00 go to the Received column on the next busi ness day Urgent contact e.g. Phone the duty person only when work is s topped Duty person: ____ Target days
Owner
What to ask
Account setup
e.g. 2 business days e.g. IT Dana User's name and start date PCs & periphe...
e.g. 5 business days e.g. IT Dana Device name and what is wrong Software install
e.g. 3 business days e.g. IT Lee Software name and purpose Supplies
e.g. 3 business days e.g. Admin Morgan Item name and quantity Joiner & leav...
e.g. 10 business days e.g. Admin Morgan Start or end date and department Other requests
e.g. Decide case by case Owner: ____ What and by when e.g. No.15 Replace a chair (target 3 days) e.g. No.16 Set up a new hire's PC (target 1 0 days) Write only the request number and key point e.g. No.12 Add folder access (owner: Lee) e.g. No.13 Printer paper jam (owner: Dana) Add the name of whoever starts the work e.g. No.10 Software install (waiting for re quester to test) e.g. No.11 More business cards (waiting for quantity) Write whose reply you are waiting for e.g. No.08 Meeting room monitor swap (10/06 ) e.g. No.09 Account setup (10/07) Write the finish date on the card Current column
Elapsed / target ...
Why it is stuck
Next nudge
No.10 Software in...
e.g. ⑤ Awaiting check e.g. 6 days / 3 days e.g. Requester is on a trip e.g. Check by chat tomorrow morning No.11 Business cards
e.g. ⑤ Awaiting check e.g. 5 days / 3 days e.g. No reply on quantity e.g. Phone today No.12 Folder access
e.g. ④ In progress e.g. 4 days / 2 days e.g. Waiting for manager approval e.g. Ask the manager to approve No.____
____ ____ ____ ____ When to check the board e.g. Every morning at 9:15 the duty person rewrites the table in ⑦ Past the target days e.g. Tell the requester the same day where things stand and what happens next When it sits in Awaiting check e.g. With no reply after 5 business days, tell the requester and move it to Done 3/4
Narrow the work o...
→ 4/4
4/4
Cut requests at t...
縦軸: Importance (t...
e.g. PC setup for someone joining next month. Pick a date and move it to In progress. Leave it and it turns urgent. e.g. The whole sales team cannot use email. Start before anything else and tell the requester what to expect. e.g. Cleaning up old unused software. Talk to the requester, then withdraw it or move it to ne xt month. e.g. An extension cord for tomorrow's meeting. Write the steps and ask the requester or a free colleague. This month
Last month
Effort each
What you noticed
Password reset
e.g. 14 requests e.g. 11 requests e.g. 15 min e.g. Bunched on Monday mornings Folder access
e.g. 6 requests e.g. 7 requests e.g. 20 min e.g. Comes with every transfer Printer trouble
e.g. 5 requests e.g. 4 requests e.g. 30 min e.g. Always the same model Meeting room gear
e.g. 3 requests e.g. 2 requests e.g. 10 min e.g. Nobody knows how to connect Order to start e.g. Decide at 9:15 each morning: Do it now in ⑨, then Plan it, then Hand it off When you postpone e.g. Tell the requester why and roughly when you will start Counting day e.g. Update the table in ⑩ on the last business day of each mont h ⑫ Dig into the to...
Why 1 e.g. People who forget can not reset it themselves, s o they must ask the duty p erson Why 2 e.g. They do not know how to reset it themselves Why 3 e.g. The reset steps are n ot written anywhere Why 4 e.g. The duty person fixed it on the spot each time and never kept the steps Why 5 e.g. Nobody was given the job or the time to write t he steps Root cause e.g. There is no self-serv ice reset guide, and nobod y owns writing one What to make
Owner
Deadline
How to check it w...
Reset guide
e.g. One page with screenshots e.g. IT Dana e.g. 10/31 e.g. Do the counts in ⑩ halve? Access request form
e.g. With a manager approval box e.g. IT Lee e.g. 11/15 e.g. Fewer sent-back requests? FAQ
e.g. 10 questions on printers and meeting rooms e.g. Admin Morgan e.g. 11/30 e.g. Fewer repeat questions? Fourth idea
____ Owner: ____ Deadline: ____ ____ Duty order e.g. Dana, Lee, then Morgan, one week each Cover for days off e.g. If the duty person is off, the next person in order takes o ver Review next month e.g. Check with the counts in ⑩ whether the fixes in ⑬ are movin g → 2/4
Track requests by...
↙ 3/4
Narrow the work o...
→ 4/4
Cut requests at t...
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