Operations / Workflow study 01
An enquiry should start the work. Not more admin.
A considered path from a scattered inbox to a reviewed, assigned task.
Illustrative study. This describes a proposed workflow, not a delivered client project or measured outcome.
The starting point
The work between the tools.
A growing service business receives enquiries through forms, email and the phone. Someone has to read each one, find the customer, ask for missing details and enter the same information into another tool.
The design
One clear way forward.
Collect the essentials once. Check for duplicates. Prepare a structured record, route the request to the right person and show what still needs attention. Keep approval with the team before confirming a booking or quote.
A path through the work
- 01 /
Capture the request
- 02 /
Check the details
- 03 /
A person approves
- 04 /
Assign the next step
The boundaries
What a good demo
might leave out.
Missing information stays visible. An uncertain request goes to a person. A repeated event must not create another booking. A system outage needs a retry path and a named owner.
The evaluation
What we'd measure.
- Time from enquiry to first useful reply
- Requests that need manual correction
- Duplicate or unassigned records
- Handoffs completed without missing context
Agree a baseline and a review period before making an outcome claim. The right acceptance criteria depend on the actual business and system.