Chapter 9

Refocusing Support Functions Through Role Based Control Processes


How often should desktop computers be replaced? How many personnel specialists are needed? How long should it take to get a contract issued? Who should have Blackberries?

While these are common questions for support functions, there are few simple or obvious answers. Furthermore, a shared understanding of the issues involved and the tradeoffs implied is unlikely since these issues require expertise typically not found in the core mission functions of the organization.

Managing support functions is challenging, as each support function is usually unique and there are not other functions with which to internally benchmark. Furthermore, most individual support ...

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