I'm sure many service oriented companies -- particularly professional services -- have this problem:
How much work are we really assigning to people?
For example: Lawyer Joe bills 2100 per year -- 100 over the firm's minimum requirement, and in that regard he is satisfying management's expectations.
However, occasionally, critical tasks are left undone! Not satisfying management's expectations there!
Further, many other tasks are undone and, even though the "chickens haven't come home to roost" on these undone tasks, (a) revenue is being lost and (b) clients are not getting the level of service they want (i.e. B- service as opposed to A+).
Clearly, management has assigned more than 2100 hours to Lawyer Joe!
But how much more? How can management know this before overloading him?
There must be resources on this issue. . . anyone here know them?