Process & workflow design

When it is needed

• Work stalls between people or departments, waiting for someone to notice.
• The same task is done three different ways, depending on who is on shift.
• Mistakes are caught late, by the customer.
• Every exception ends up on the same desk.

What we do

1. Map the current flow

   With the people who run it, step by step, workarounds included.

2. Design the target flow

   Fewer steps, fewer handoffs, clear decision points, and a check where errors actually start.

3. Test it on real work

   Run the new flow on live cases before it becomes the standard. Change what does not hold.

What you get

• 01The target flow, drawn and written, with the role responsible at each step.
• 02Decision rules for the common exceptions, so they stop landing on the same desk.
• 03Checks placed where errors start, not at the end.
• 04A short list of what changes, for whom, from which date.

What it is not

• Not a flowchart for the wall. The flow is designed to be run, and then it is run.
• Not more steps. A redesign that adds bureaucracy has failed.

Where it shows up

Typical flows: order to delivery, enquiry to quote to invoice, purchase request to payment, fault report to repair, booking to check-in, month-end close.