Who is doing billable work?

The self-employed and freelancers know about the concept of 'billable work'. Its what you do that you directly charge clients for.

You have to do other things - update yourself, keep up with the email torrent, market your services and so on. But this isn't billable.

So, look around your organisation. Who is doing billable work? How much of it?

How much of people's time is sucked up by other things - the things a customer wouldn't want to pay for? The proportions might surprise you ... and might make you do something about it!