Service Prioritisation System

I met the Service Director of a large (very!) engineering company.  They sell £5 million plus ticket items and then service them for their customers.

He proudly told me about their new customer service prioritisation system.

It runs an algorithm that tells him which of his backlog of service requests is most important and they work on that first.

Unfortunately constant re-prioritisation means that some items will never hit the top of the queue.  So, if you are important you get served, and if you are not you just get unhappy.

Maybe £5 million unhappy.

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