What does discovering who did what and when help managers address?

Discovering who did what and when helps managers address service improvements because it provides insights into how operations are conducted, who is responsible for various tasks, and the timing of those actions. When managers analyze these details, they can identify areas where services may have faltered, processes may have been inefficient, or customer experiences could be enhanced. By understanding the actions taken by employees and the impact of those actions, managers can implement targeted changes that improve overall service quality and customer satisfaction.

For example, if a manager finds that a certain process is consistently handled poorly due to a lack of attention during specific times, they can address this by refining procedures, reallocating responsibilities, or providing additional training. This targeted approach ensures that service quality is continually assessed and enhanced, ultimately leading to a better customer experience and stronger business outcomes.