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some may define this role in participating on process improvement, but I'd rather focus on the practical part:
- function as a watchdog of dispatching tickets within his/her group OR when the coordinator role is over several departments measuring fault tolerance of wrongly dispatched tickets
- keep an eye on long open tickets or tickets that do not move or tickets that bounce between groups
- function as an escalation point +management point of contact
- key person in practical process improvement & gap analysis
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