Worksheet: Map the process where work falls between teams

The worst hand-offs are known by name and held together by two people who get along. This sheet maps one of them end to end and names an owner at every hand-off. It builds the Competent step of the check:

The handful of processes that cross team boundaries are mapped end to end, with a named owner at each hand-off.

Step 1. Pick the process

Process that crosses teams	How often work falls between teams	What it costs when it does	Pick
e.g. Order to delivery for custom products	Weekly	Late jobs, credits, lost repeat orders	Yes

Step 2. Map it on one page

Step	Team	Passes to	What passes (document, system record, call)	Owner of this hand-off	Usual wait before the next step
1
2
3
4
5
6

The owner of a hand-off makes sure the work arrives and is picked up. It is a named person.

Step 3. Time it end to end

Job	Start	End	Days	Longest wait, and where

Time ten jobs. Fix the longest wait first, then map the next process.

A business under 50 people: pick the job where work most often falls between two people and map it on one page. Name who owns each hand-over, then time it end to end.

Done when: the processes that cross teams are mapped end to end, and every hand-off has a named owner.

Written for this check.