Project 02 / 3
Requests with a clear owner
Process mapping and tracking-sheet design
The challenge
An illustrative support team used messages to pass work between coordinators and specialists. A request could look complete to one person while the next person was still waiting for a missing detail.
My contribution
Process mapping and tracking-sheet design
The decisions
I defined four states: received, ready, in progress, and closed. A request becomes ready only when it has an owner, a due date, and the information needed for the next action. Blocked requests keep their owner instead of disappearing into a separate list.
The evidence
The proposed process defines where ownership changes and what must be present at each handoff. A sample tracking-sheet structure uses request ID, owner, status, due date, next action, and blocker as separate fields.
The outcome
The deliverables are a handoff map, field definitions, and a small pilot plan. I would review missed handoffs and overdue items during a trial before claiming an operational improvement.
Limits and next steps
Status labels help only when the team agrees on what each state means.
The next conversation
Let’s make something useful.
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