Business area: Organization & Process Management

Choose a process with repeated delays and follow one real case from start to finish. Record where work changes hands, what information is missing and which decisions wait for approval. The objective is to understand the work before redrawing the organization chart.

For each handover, specify the required input, responsible receiver, expected response and exception route. Assign one accountable owner to unresolved decisions. Keep the process short enough that staff can explain and use it during normal work.

Run a limited trial and review waiting time, rework and unanswered cases. Ask both the sending and receiving teams what still causes friction. Update the instructions and training together so the agreed process becomes shared practice.