We often see this kind of situation in business: our team of experts was faced with mailboxes full of customer requests. These tasks were too short to justify delegation to someone in-house, so the experts chose to do them themselves. These were often similar requests from different customers. The requests varied from evaluating a new team member to creating a copy of an invoice. The consequence: the accumulation of "small" requests was overloading their schedule and causing additional delays in serving customers. A solution had to be found to this problem, without creating a new one (for example, delays due…