Use Kanban to Rescue a Dispatch Backlog

Dispatch has a backlog spike, but every ticket appears assigned and no bottleneck is visible. Kanban: visualize work, limit WIP, manage flow, and make service classes explicit. The trap is adding more assigned work to each dispatcher because the board looks empty after assignment. That hides the true queue inside personal workload. Visualize states Split assigned into intake, triage, parts check, route-ready, accepted, on-site, waiting customer, and closed. A useful board shows where work waits, not just who owns it. Find the pileup Count tickets by state. Parts check has 14 waiting items while route-ready has only three. The bottleneck…

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