A workflow is a defined, repeatable way to organize work and decisions. Within a department, it includes routines and business rules for serving clients. Small improvements can make work more efficient without replacing everything familiar. section 2.3.3
Workflows need enough structure to support a consistent customer experience. Too little structure can lead to unpredictable outcomes, while rigidly avoiding any risk can stall decisions and progress. section 1.2.2
A shared client tracker
A team emailed a spreadsheet to track each client’s status, but updates to the wrong version sometimes erased newer work. Moving the tracker to Google Sheets addressed the main problem while keeping a familiar workflow; a larger CRM solution was unnecessary. section 2.3.3
Look for practical improvements before redesigning a workflow:
- Learn how the department currently works before proposing a change. section 2.3.3
- Address a specific source of friction or human error with the simplest suitable change. section 2.3.3
- Let solutions evolve instead of imposing a new workflow that disrupts the work. section 2.3.3
