What this service solves
A documented process can still send the same item to multiple people for review or leave exceptions waiting for an owner. The sprint uses the existing map to design a clearer path through routine work and decisions that genuinely need review. Staff walk through the proposed procedure with realistic examples so the owner can check that it fits their operating constraints.
What you get
Target-state map
A concise view of the proposed sequence, including which handoffs can be combined and where a decision changes the route.
Ownership matrix and procedure
The proposed responsibility for each step, the route for exceptions, and the procedure reviewed with staff in the validation session.
What’s included
Design a simpler target process
Redraw one process around the required outcome and the information each role needs to proceed.
Define responsibilities and exception steps
Name the owner at each decision. Specify when to escalate, who receives the exception, and what information they receive.
Validate the proposed operating procedure with staff
Walk staff through routine and exceptional examples and revise any step they cannot carry out under current policy or system constraints.
How implementation works
Confirm baseline
Review the existing map, success measures, and controls the new procedure must respect.
Redesign and simulate
Compare proposed paths during the design workshop, then simulate representative items at the validation session.
Present the operating procedure
Present the target map, role matrix, and procedure to the process owner for use in rollout planning.
Systems, inputs & prerequisites
A current-state map, known constraints, process owner, and success measures.
- Provide the current-state map and one or two examples of an avoidable handoff, duplicate review, or ambiguous approval.
- Bring the sponsor and representatives of both teams. Identify required approvals, policy constraints, and how you would measure improvement.
Starting scope & pricing
Base scope
One documented process, up to two teams, one design workshop, and one validation session.
Illustrative workflow
Log request
Capture the request and the details needed to assign it.
Route by rule
Apply the agreed condition for routine review or exception approval.
Assign owner
Name who advances each route and who resolves missing information.
Validation & handover
- Use representative items to walk both teams through the proposed normal path and the exception path. Verify that staff can identify the next owner and the information needed at each handoff.
- Check the procedure against the constraints identified at baseline. Record open ownership or policy decisions with the person who can resolve them.
- Confirm the measure the sponsor would observe after rollout and the definition the team will use for that measure.
Limitations & possible extras
Limitations
Validation depends on the sponsor and the affected staff being available. Tool configuration, further workshops, and a broader change program can be scoped separately.
Sponsor and staff availability determine whether the proposed procedure can be validated.
Possible extras
Further workshops, tool configuration, or a broader change program.
Questions about this service
What if the two teams disagree on who should own an exception?
Bring a real example to the validation session. The ownership matrix records the sponsor's decision when it is available, or names the decision that still needs to be made before the new route can be used.
How do you tell which approvals can be combined?
Review what each approval checks, who has authority to make the decision, and which controls are mandatory. Combine review steps only where the proposed procedure preserves the required checks.
What should staff bring to the validation session?
Bring one routine item and a case that tests the proposed ownership rule, such as an incomplete request or a decision requiring an authorized approver. Staff can check whether the new procedure gives them enough information to act.
Can the same sprint include configuring our tools?
The sprint covers design and validation of the procedure. Tool changes, additional workshops, and rollout support can be scoped against the agreed procedure.