| Goal:
Minimize Hand-Offs |
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| • | requires:
maximize the number of requests |
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| routed
directly to those who will implement |
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| them |
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| • | solution:
on-line transaction system to accept |
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| requests
and feed a list of things to do to |
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| those
who can implement them |
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| – | requests
may be issued by customer, |
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| departmental
proxy, or IS support person |
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