Work Strengths Test Question 26 – Finding the cause of a growing backlog
Read the scenario and rate every action independently. More than one action can receive the same rating.
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Scenario
A processing backlog has increased for three weeks. Several staff say a recently introduced system screen is slowing them down, while the system report shows that average handling time has barely changed. You have also noticed more cases being returned for missing information. The team wants the old process restored immediately. You can review case samples and speak to staff, but a full technical investigation would take several days.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Restore the old process immediately because the team using the system is best placed to know what is causing the delay.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Ask staff to record examples of delays for two days and review the list before making any change.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Tell staff to work faster because the system report shows that handling time has not increased.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Review a sample of delayed and returned cases, compare where time is being lost and speak to staff before deciding what change to test.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Counterproductive
- Action B: Fairly Effective
- Action C: Ineffective
- Action D: Effective
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