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OPS.12:2 - Problem

An operating plan often counts the visible task while omitting the attention needed for interruptions, rework, coordination and recovery. A local gain then appears as spare capacity even though another service or group supplies the effort.

Averages can conceal that transfer. Lower mean workload can coexist with an unacceptable burden for the small group handling exceptions. Asking people to cope better leaves the operating source of the burden intact when demand, scheduling or missing support causes it.