Would anyone care to share how they manage demand for their team's time (formal processes)? One of the questions we are being asked as we set our central team is 'how will you decide or prioritise who you will support if resources are limited?'. Do any of you have satisfaction measures in place to check that you are keeping everyone happy? Are there things that you have tried that work well, or not so well. And do you have escalation or appeal processes if you find yourselves having to turn away requests? We plan on operating a combined top down and bottom up approach to our demand centre, but from the outset it is likely to be more bottom up.
That's at least 3 questions in one post, but thought I would get my money's worth .
Thanks in advance