A Retrospective on Managing a Client Services Team
My earliest operating-model thinking, before I had the vocabulary: headcount, process, and tools as constraint-led capacity work, and the support team as a feedback loop, not a conduit.
I hate priorities
Rigid priority-number columns mislead, and I said so in 2008. What I'd do differently now: weight by cost of delay and treat ordering as a live conversation, not a sorted list.