The cleaner’s perspective
A cleaner spots a water stain on the ceiling. She calls the facilities team. No answer. She sends an email. Three days later, nobody knows if it was ever logged.
The facilities manager’s perspective
The facilities manager gets a vague email about “something on the ceiling on the second floor.” Which room? Which building? How serious? She has to call back, check floor plans and hope someone remembers the details.
Two teams in the same building, each with their own system and their own version of reality. Issues fall through the cracks, response times grow and reports only tell half the story.