I think this is going to become a bit of a recurring theme on this blog – suppliers designing processes that ‘work’ for them, failing to note (or failing to care) that what they do wastes the time of the individuals they are dealing with. Some do so deliberately (to reduce their costs), others are just not good at designing processes.
One example of the latter…… HMRC (Her Majesty’s Revenue and Customs). If your call volumes are so high that you have to ask me to call back then a) don’t make me wait for a load of speel before you tell me that, and b) put more people on duty.
