Illustrative study / Operations
Prepare and track field visits.
Commercial building maintenance through service contracts and one-time work.
Prepare field visits and close cases without follow-ups.
Clarify information, responsibilities, and statuses before testing a tool with the teams.
Fictional scenario. The situations and potential actions illustrate the approach; no customer results are presented.
01 / The context
B2B technical maintenance
Instructions are scattered across emails and schedules. Incomplete cases delay field visits and invoicing.
Requests and communication · Scattered information
Shared schedule
Field visit assignments · Incomplete status
Shared folders
Instructions and reports · Manual filing
02 / The assessment
Points to examine.
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.
03 / The target workflow
A shared case file, from request to closeout.
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.
04 / Effects to verify
Acceptance criteria.
Coordination
Reduce searches and follow-ups
Tracking time on comparable cases
Hypothesis to testPreparation
Avoid departures with missing documents
Preparation issues per field visit
Hypothesis to testContinuity
Make it easier to take over a case
Handover test with another colleague
Hypothesis to testExplore the project files.
The scenario details the approach. The project overview presents the workflows and deliverables.