Operators · Work coordinationThe problem
A job could be waiting on the customer, on the delivery team or on a reviewer, and nobody had one view of who needed to act. Managers pieced together status from the practice system, timesheets, billing and email. Customers found out about a fee overrun when the bill arrived.
Work stalled quietly. A request sent to a customer three weeks ago looked the same as one sent yesterday, and a job at 90% of its fee looked the same as one at 40%.
How it works
An internal tracker shows every job with its stage, fees to date against budget, billing status and outstanding requests, grouped by who needs to act next. Stalled work is flagged by how long it has waited. Jobs forecast to overrun are flagged before the overrun happens. Staff use it when they update customers.
- Every job with stage, fees against budget, billing and open requests
- Grouped by who needs to act: customer, team or reviewer
- Stalled work flagged by days waiting
- Forecast overruns flagged before the fee is exceeded
The results
- Every job shows who needs to act next, whether that is the customer, the team or a reviewer.
- A request that has waited weeks is flagged, so it is chased instead of forgotten.
- A job heading past its fee is flagged before the overrun happens.
- Managers update customers from one screen instead of four systems and an inbox.
