1. Bound the question
Choose one repeated workflow, one start event, and one completion event. For a sales-to-delivery review, start when the signed scope is sent and finish when delivery accepts it. Do not mix waiting for client approval with internal acceptance without labeling each separately.
2. Collect comparable cases
Start with five recent cases, including one that went smoothly. Record sending and receiving roles, time sent, time accepted, missing information, clarification requests, and the reason for each wait. Use anonymized case references. Five cases can reveal useful questions; they do not represent every future case.
3. Separate competing explanations
Evidence to collect before choosing a change| Observed pattern | Candidate explanation | Next check |
|---|
| Briefs return for the same missing field | Readiness criteria are unclear | Ask both roles what a ready brief contains |
| Complete briefs still queue | Capacity or scheduling limits | Compare queue age and available delivery slots |
| Work starts but is redone | Different interpretations of scope | Compare sold commitments with acceptance notes |
4. Test one change
In a fictional agency, three of five briefs lacked exclusions. The team tests a short readiness check on the next five comparable handoffs. The delivery lead can accept the brief or return one specific missing item to an owner. This is a synthetic example, not a reported customer result.
5. Review benefit and burden
Compare sending-to-acceptance time and clarification count using the same definitions. Also record minutes spent on the new check. Keep, simplify, or stop the change based on both measures. If the queue persists despite complete briefs, investigate capacity rather than adding more paperwork. Do not infer causation from a small before-and-after sample.
Download the five-handoff worksheet. A structured diagnostic can suggest further hypotheses, but original records and participant review remain necessary.