Getting More Work Out Of Work Tracking Systems
Elizabeth D. Zwicky
Silicon Graphics
Abstract
This paper discusses work initially done for SRI International's
Information, Telecommunication, and Automation Division (ITAD).
ITAD's computer facility staff originally implemented a work tracking
system to avoid the embarrassment of discovering that some important
user problem had been brought to their attention and then entirely
forgotten. Over the years, the system also began to address more
complex tasks, and is now used to deal with some problems before users
report them, to better communicate with the users about the amount of
work being done, and to get those minor housekeeping chores that kept
accumulating done at last. This paper explains how.
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