The shared mailbox is where good requests go to wait.
Most slow work isn't slow because it's hard. It's slow because nobody owns the next step. Here is how we find that step in a week.
IN
Innorve engineeringFORWARD-DEPLOYED TEAM
Ask a team where its requests go, and the answer is usually a shared inbox. Everyone can see it, so everyone assumes someone else has it. A request can sit there for a day before anyone reads it properly.
Look for the handoff, not the task
When we walk the work with staff, the task itself is rarely the problem. The delay sits between two people: the moment a request arrives and the moment someone owns it.
"Nobody was slow. Nobody was sure it was theirs."
Three questions we ask in week one
- {{ q.n }}{{ q.t }}
Once those answers are written down, the fix is often small: route requests on arrival, show a named owner, and measure the time to that owner before and after.