Use CasesOperations
Operational Handoffs
Give each customer request an owner and a visible next action.
Illustrative scenario
Make ownership visible.
An example of a possible engagement. The workflow and measures do not represent achieved client results.
The business problem
Requests arrive through several channels. Informal forwarding makes ownership unclear, and customers wait while the team chases status.
The work in practice
From friction to a useful change.
Current friction
- Receive a requestDetails vary by channel
- Forward it onOwnership remains unclear
- Chase an updateProgress stays in inboxes
Proposed improvement
- Capture required detailsOne consistent intake record
- Assign & trackNamed owner, status, next action
- Review & respondExceptions and approvals visible
People stay part of the process
Where judgment matters.
The process owner agrees routing and escalation rules. Team members handle exceptions and review responses according to those rules.
What we would establish and track
Time to assignmentTurnaroundRework
Agree a baseline and success criteria before introducing the change.