Les, one of our support guys, said it best after a week: “That board is like magic.” Our support turnaround time is faster than it’s ever been. Just the simple act of “publicizing” those numbers — not in a cruel way, but a “where are we at as a group?” way — has kept the support process on-task and, I think, made it a bit more like a video game. (It helps that when all the boxes are at “zero”, a virtual bottle of champagne appears on-screen, and a physical one is likely removed from the fridge.)
— Panic Blog » The Panic Status Board
