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Oct 2, 2026Every Ninety Days Our Service Desk Had the Same Bad Week
For about a year my service desk had a bad week roughly once a quarter. Calls doubled on the Monday,...
Oct 2, 20262 min read1 reactions0 comments
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Oct 1, 2026Two Thousand Devices Had Our Server's Address Typed Into Them
Moving the warehouse system out of our data centre was planned as a weekend. The application had been...
Oct 1, 20262 min read0 reactions0 comments
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Oct 1, 2026Our Software Bills Have Started Moving With the Number of Parcels
For most of my career, software was the most predictable line in my budget. We bought a number of...
Oct 1, 20262 min read0 reactions0 comments
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Oct 1, 2026Our Depots Ran on the Laptops Head Office Had Finished With
For as long as anybody could remember, our laptop refresh worked as a cascade. Every year we bought...
Oct 1, 20262 min read0 reactions0 comments
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Oct 1, 2026Our Morning Report Was Built Before the Rural Vans Had Sent Their Day
Every morning at five our delivery performance report is built from the previous day's proof of...
Oct 1, 20262 min read0 reactions0 comments
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Oct 1, 2026Our Scanner Update Went Out Over the Backup Line and Used a Month of Data by Lunchtime
We update the operating system on our handheld scanners about four times a year. The update is around...
Oct 1, 20262 min read0 reactions0 comments
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Oct 1, 2026Every Depot Shared One Wireless Key and Two Thousand People Knew It
Our depot wireless network had one key. It was set in 2017 when the scanners were rolled out, and it...
Oct 1, 20262 min read0 reactions0 comments
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Oct 1, 2026Every Depot Signs In at Six and We Had Sized for the Hour
The morning shift at most of our depots starts at six. For years that meant very little to my team,...
Oct 1, 20262 min read0 reactions0 comments
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Sep 30, 2026Our Account Managers Had Been Giving Away My Team's Time for Free
In June I asked my team to record, for one quarter, every piece of work done for a named customer...
Sep 30, 20262 min read0 reactions0 comments
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Sep 30, 2026When the Warehouse Has Robots, an IT Change Becomes a Safety Decision
Next spring our largest depot takes delivery of thirty autonomous mobile robots. They will carry...
Sep 30, 20262 min read0 reactions0 comments
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Sep 30, 2026Our Automated Delay Texts Were Wrong About One Time in Four
Two years ago we started texting customers automatically when a delivery was running late. The rule...
Sep 30, 20262 min read0 reactions0 comments
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Sep 30, 2026Our Tracking Portal Showed Which Trailers Were Full and Where They Parked for the Night
Every vehicle in our fleet reports its position every thirty seconds. The portal that displays those...
Sep 30, 20262 min read0 reactions0 comments