Once upon a time there was a king who was famous for taking good care of people in his kingdom. One day he decided to start a help centre and appoint one person to whom people can come and discuss their problems. The king used to personally check with the appointed person about how many queries came and how they are solved on a daily basis. As days passed on, the king observed a variety of queries were from various areas and the appointed person was not having enough knowledge to solve every query, so the king decided to train him in various areas. Hence, weekly 4 hours of training was decided, and during these training sessions, no queries were accepted.
Some weeks passed on, and as the news of the king having appointed someone to solve our queries spread, more and more queries started coming across various areas. The king felt that understanding all the areas and serving all queries cannot be handled by a single person, and as the number of queries continued to increase, keeping the centre down for 4 hours a week would also not work. He appointed more people in the help centre, but this time experts in various areas, so that even if we take a person from one area for training, another person from other areas will be open for taking queries.
After some weeks as queries went on increasing, he observed that there were concurrent queries of various areas, and some or the other citizen was going unsatisfied as an expert person of that area was in training and was not available in the help centre. So the king decided to appoint 2 experts in each area so that there will be someone available all the time to resolve queries. Now, he realised he can appoint ‘n’ number of experts in each area and train them without keeping any area of help centre down.
But there was one more problem in the help centre as areas and experts increased, people were getting confused as to whom they should go. So the king decided to appoint a guide to redirect the people to the right expert.
Now, everything was going smooth. The help centre was open all the time, and all people were at least putting their queries to the experts. But how could he check whether the expert resolved the query and the person went satisfied or not? It was not possible for the King to do this himself and so he appointed an observer to check whether every expert is doing their job correctly or not. He also asked experts to share info regarding the queries they solve to the ‘observer’. The reporter creates reports of all the experts based on the data collected by the observer and sends these reports to the king. This helped set up an efficient help centre, and allowed the team to scale up or down as queries increased.