Chapter 02
The findings
Connect each finding to its consequence, then to a concrete check. The starting point for a shared decision.
Workflow map
Illustrative situation
6 steps- 01Receive a call
- 02Copy into an email
- 03Look for instructions
- 04Follow up on scheduling
- 05Reach the technician
- 06Find the report
Handoffs scatter the context. This workflow is fictional.
Proposed workflow
4 steps- 01Qualify the request
- 02Prepare the case
- 03Document the visit
- 04Approve closeout
The target workflow is a proposal to test, not a result already achieved.
Findings register
01A case without a shared referenceHigh priority
In this scenario
The site and request have different names across different channels.
Possible consequence
Reconstructing the case depends on the person who knows it.
Proposed check
Ask a colleague who has not handled a request to find it.
02Scheduled does not mean readyHigh priority
In this scenario
A field visit is on the schedule even though an instruction is missing.
Possible consequence
The blocker is discovered at departure.
Proposed check
Verify the required conditions together before assignment.
03Closeout remains implicitModerate priority
In this scenario
The site visit and administrative approval are treated as the same step.
Possible consequence
The report has to be located before closing the case.
Proposed check
Run through a closeout with a missing document and resume tracking.