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The winding queue

The other day I was standing in a queue at my local post office watching the people in the queue complain about the slow pace in which it was moving.

I had already noticed this.

I then looked around to see what the staff in the post office were doing whilst this slow movement was taking place - they were not working on activities that would reduce the size of the queue!

How funny I thought - most businesses would be using their resources to reduce the queues by flexibly deploying their resources to cope with the surge.

Smartspeed Consulting Limited
'For When Results Matter'