Workflow example
Branch to specialist request handoff
Illustrative workflow example. Explore how this work could be organized around clearer inputs, ownership and review.
A branch sends a request to a specialist, who sends it back because key information is missing. The member experiences another contact while each team searches its own notes.
A possible workflow
How the work could flow.
Agree the information needed for one specialist request type.
Capture the request without duplicating unnecessary sensitive information.
Flag missing fields for the submitting employee to review.
Send the complete request through an approved handoff.
Return questions and reviewer status to the responsible branch contact.
What your team would receive.
A reviewable request with a clear owner on each side of the handoff and an understandable route for clarification.
Who makes the decision.
The specialist determines whether the material is sufficient and makes the authorized decision. A completeness check is not substantive approval.
What to measure.
Measure requests returned for missing context, handoff preparation effort and the number of times members repeat information.
Where to begin.
Choose one recurring request rather than every branch interaction. Test normal, incomplete and ambiguous submissions with both teams.
Bring your version of this workflow
You do not need a complete process map.
Tell us where the work becomes difficult and what would be useful to change. We will start from your situation, not from this example.