Do you recognise these signals?
- Handoffs happen verbally and vary from person to person.
- Absence or role changes stop apparently established activities.
- Exceptions and approvals cannot be reconstructed clearly.
What may lie behind it
The same symptom can have different causes. Before choosing a tool or requesting development, distinguish at least these elements.
- The real process differs from the process people imagine.
- Roles and decision points are not explicit.
- Software records the outcome but does not govern every step.
How I approach the situation
I observe real work, map the current process with the people who perform it and separate activities, decisions, exceptions and ownership. The future process grows from this evidence and becomes sustainable procedures, requirements and controls.
Outcomes to make observable
Not absolute promises, but changes to define and measure within the real business context.
- Clearer handoffs and responsibilities.
- Less dependence on individual memory.
- Greater continuity and verifiability of work.