Blog
Paper trails.
Notes on operations, guides, and everything new in fam., as it ships.
The night shift shouldn't start from zero
The 22:47 sticky note, the group-chat paragraph, the logbook nobody audits. Where handover knowledge actually goes, and what the morning shift should find instead.
Read the essay
Checklists 2.0: sections, scoring, and asset references
Build inspection-grade checklists, score the answers, and pin any step to the asset it describes. Rolling out to every workspace this week.
Preventive maintenance is a calendar problem
Recurring tickets, seasonal cadences, and per-visit budgets: a practical way to start fixing things before they break.
Triage for the days when everything is urgent
A working method for the mornings when every request arrives marked urgent: three questions, one honest priority flag, and an order that survives the shift change.
What a service level agreement promises
Response time and resolution time are two different clocks. What a team can honestly promise, and what publishing it changes for the people waiting.
