Chapter 01

The audit

Follow handoffs between reception, operations, and field teams to understand what each person lacks when it is time to act.

roles represented: 3
materials examined: 3
analysis sequences: 8
priorities identified: 3

Audit walkthrough · four phases

Phase 1 Listen

Sequence 1Reconstruct a requestReception · Operations

Find the information needed to take responsibility for a request.

Example approach

Sequence 2Compare perspectivesTechnical team

Compare the prepared case file with the situation found on site.

Example approach

Phase 2 Map

Sequence 3Follow handoffsOperations

Identify who sends what, to whom, and when.

Example approach

Sequence 4Review the materialsReception · Technical team

Distinguish useful data from outdated copies.

Example approach

Phase 3 Analyze

Sequence 5Identify blockersReception · Operations

Make missing documents or decisions that prevent departure visible.

Example approach

Sequence 6Define statusesAll roles

Distinguish scheduled, ready, and completed field visits.

Example approach

Phase 4 Present findings

Sequence 7Design the target case fileAll roles

Bring together instructions, responsibilities, and decision records.

Example approach

Sequence 8Prepare the pilotOperations

Choose the cases to test and the conditions for a manual fallback.

Example approach

People involved

Reception and coordination

Qualify and route the request

Operations manager

Prepare and assign field visits

Technical team

Carry out and document the visit

Materials reviewed

Email

Requests and communication

Scattered information

Shared schedule

Field visit assignments

Incomplete status

Shared folders

Instructions and reports

Manual filing