Identify recurring work that consumes time without requiring an internal presence. The first step is to define the business outcome and the information needed to achieve it.
Track repetitive interruptions
Start with a stable scope
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Document exceptions
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Limit access to what is needed
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Measure output rather than presence
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Expand after a successful pilot
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.