The Handoff Is Where Good Processes Go to Die

Work often fails between teams rather than inside them.

It is easy for this sort of thing to become normal. People work around it, new starters copy the workaround and before long nobody really questions why the process works that way.

Look at what is actually happening

Define what is handed over, what must be complete, who receives it, how quickly they act and what happens when information is missing.

The useful question is not whether somebody can work harder or remember more. It is whether the process is making the work unnecessarily difficult.

Design the better version

Pay particular attention to the arrows between boxes on a process map. Customers experience the whole journey, including every gap between departments.

That is the point of RE:PROCESS: make the work visible, challenge the bits that no longer make sense and build a simpler way of getting the outcome you actually need.