‘What questions are these?’ enquired the consultant.
‘Oh, various,’ offered the second-line manager.
‘Have you ever given the helpdesk a list of these questions?’
‘Now when would I have time to do that?’
So the helpdesk manager had a dependency on the second line, which in return
had dependencies on the helpdesk. These issues had never been formally
discussed between these two. The process consultant briefly wondered whether
his most appropriate and professional response would be to write a report on the
absence of a working interface between these interdependent functions or to
drag the two so-called managers into the car park and violently bang their heads
together, ranting ‘Talk to one another, for pity’s sake!’