Administration Copy

Carrying out administrative duties, completing paper work or reports that do not directly relate to improving team performance or improving customer service Responding to emails which do not directly relate to improving team performance or improving customer service

Passive Management Copy

Effectively dealing with queries and requests that are instigated by team members

Ineffective Work or Lost Time

Time spent on activities not having a direct impact on the team or their performance Attending ineffective meetings Carrying out re-work due to errors, or double entry of data System down-time Any activity which has a negative impact on team morale/performance which could have been avoided with improved contingency planning

Direct Work

Carrying out work that is also carried out by the team e.g. progressing an order, taking calls, dealing with a customer. This would usually be because of high work volumes or the low skill of a team member who requires further training