For a long-time our Duty Manager role has been slotted in
between driving jobs with a different manager on each day of the week. This has
made it disruptive when trying to develop our business because we have not
committed resources efficiently enough.
After two months of discussion and planning, this week we implemented
a new system where one of the company owners spends a week off the road being the full-time
Duty Manager. For the first time in our history this is also now a paid position.
Apart from the discipline required when working from home,
the first week seems to have gone well. We managed to reduce maximum response
times from 24 hours to less than 24 minutes within office hours and immediately
had positive feedback.
