From incoming request to scheduled work
Form → shared sheet → coordinator → schedule
Process assessment
The request is recorded, but the handoff depends on someone checking the sheet. First make it clear who takes the work and when; there is not yet enough evidence to recommend new software.
Assign an owner when the request arrives
- Observation in this example
- The shared sheet does not identify who should take each request.
- Recommended action
- Add an owner and next action before placing the request in the work queue.
Confirm the handoff between people
- Observation in this example
- The person receiving the request and the person scheduling the work use separate records.
- Recommended action
- Define the information to hand over and require acknowledgement before closing the handoff.
Separate requests needing special attention
- Observation in this example
- Urgent cases share the same queue as routine work.
- Recommended action
- Define an escalation rule and a backup owner for those exceptions.