Overhauling procedures is often the best way to begin improving performance, since process changes are typically less expensive than technological or organizational changes. Moreover, many of videoconferencing's complexities can be reduced by streamlining procedures. For example, scheduling video calls is a common problem in many enterprises. Someone has to check on room availability, get the other endpoint configuration details and verify the data rate and equipment compatibility. When you look for these improvements, your objective is to eliminate potential problems before they occur.
Simplicity also applies when examining organizational factors.
The best-performing videoconferencing organizations have simple structures with clearly defined roles and responsibilities. They have learned to closely manage staffing and skill levels to avoid underutilizing or overloading the support staff. Either situation can be costly and detrimental to service quality. For example, a technician assigned to hardware support of fewer than 20 videoconferencing systems is probably underutilized in the job, seeing only an occasional hardware failure. This employee never gets far enough up the learning curve to maximize his or her efficiency and knowledge.