I’m amazed by the number of requests for small system fixes that companies must deal with at any given time. I’m talking about things like requests to make something work the way it is supposed to, and installations of processing capabilities that were meant to be included in Phase I of a major project but were postponed to Phase II … and Phase II was never completed. The reality is that these small-project requests seldom get appropriate attention.

The reason they don’t get much attention or priority is simple: they are perceived as “nit” problems. An example is a system that doesn’t produce output in an ideal format, necessitating a workaround with Excel or Access. Another example is printing out hardcopies so that they can be faxed out (yes, it still goes on). These types of problems are varied, but have two things in common: they are small in scope, and workers have found ways to handle them with workarounds.

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