Why? and What?
When we are working on buildcards, we need to keep track of how much progress we have made. We do this by calculating a percentage, which tells us how much of the project is finished and how much still needs to be done.
However, in this case, the way we were calculating the progress percentage is not completely accurate. This means that when we tell our customers how much progress we have made, the customers might not understand exactly how much work has been completed. This can cause confusion and frustration.
When customers don’t understand how much progress has been made, they might start to get upset and complain to the people working on the project. This is what is meant by “escalations” – the complaints and frustration from customers are getting worse because they don’t know how much progress has been made.
So, to fix this problem, this Course is explaining how we calculate the progress percentage more accurately. It’s showing how we consider different parts of the project and how much each part is worth towards the overall progress. By doing this, we can give our customers a better idea of how much progress has been made and hopefully reduce the number of complaints we receive.