Chapter 03

The plan

A clear plan, explicit responsibilities, and a success condition for each step. The effects remain to be measured.

Roadmap

A proposed order of work. Scope and timing are defined with the team.

01PHASE
Reception + operations
A shared vocabulary
Define the case identifier, useful fields, and statuses.
Prerequisite: gather the current materials.
Acceptance criterion
A request can be found without prior knowledge.
02PHASE
Operations + field teams
A shared case file
Prototype preparation and field visit reporting views.
Dependency: first-phase rules approved.
Acceptance criterion
An incomplete case stays visible and is not mistaken for ready.
03PHASE
The three roles
A supported pilot
Test blockers, recovery, and closeout within a selected scope.
Dependency: prototype accepted by users.
Acceptance criterion
A colleague takes over tracking and finds the decisions.

Value to verify

Coordination

Reduce searches and follow-ups

Tracking time on comparable cases

Expected effect · not measured

Preparation

Avoid departures with missing documents

Preparation issues per field visit

Expected effect · not measured

Continuity

Make it easier to take over a case

Handover test with another colleague

Expected effect · not measured