The role that answers the phone won’t build the system

Six months on, the process improvement still doesn't exist, and the person you gave it to has never been busier. The reason is structural, not personal.

By Steve 5 min read
Abstract bridge artwork for The role that answers the phone won’t build the system

A familiar pattern: a business decides it needs to fix something structural. Documented onboarding. A quoting tool that doesn’t rely on one person’s memory. A proper handover process between sales and delivery. The work is given to the most capable person available: usually an operations lead or a senior specialist who understands the whole picture. Everyone agrees it matters. Six months later, it doesn’t exist. The person hasn’t been idle. They’ve been visibly, exhaustingly busy, and most of what they did was necessary. When asked, they say honestly that they…

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