Overburdening: how to cope with it and work is irrefutable

Check out Overburdening: how to cope with it and work is irrefutable by Pieter Rijken. Here is an excerpt:

Sometimes teams must take up work that exceeds their capability. Consider a company policy that says ‘The call desk picks up calls within 60 seconds’. This policy forces a call desk team to pick up new calls within 60 seconds. Saying ‘No’ to new work would be a sensible thing to do. But just not…

The full article is available here.