This case is entirely constructed. Every fact and number below is fictional. It shows how to sharpen a practice that already works.
Awa works in operations at a small company. She prepares refund files before Malik checks them and approves the payment. Her files are already careful. She wants to get better at one thing: making them easy to pick up.
Starting from what works
Of the last ten files, seven went through with no question. Three came back: a document was said to be there, but Malik could not find it. No wrong payment.
Malik shows Awa a file that was easy to check. The difference: each document has a direct link.
Before and after
| Step | Before | After |
|---|---|---|
| Preparation | The documents are gathered; a message says they are there. | Each required document has a link in the file’s sheet. |
| Check | Malik looks for the documents and asks what is missing. | Malik checks; anything missing is flagged up front. |
| Handover | “It’s ready” says nothing about who picked it up. | Malik confirms he has it, or says what blocks. |
The decision note
Decision: try a handover sheet on ordinary files for two weeks.
Options: keep the current message; a short sheet; an integration between the tools.
Choice: the short sheet. It tests the idea in a day, where the integration would take a month.
Assumption: making the location of each document explicit will cut the back-and-forth.
What we measure: files sent back, Awa’s preparation time, Malik’s checking time.
Review: in two weeks.
The result, including its cost
Twelve ordinary files go through the sheet. One comes back, for a document that was already flagged as missing.
Awa times her preparation: four extra minutes per file. Malik times his check: nine minutes less per file.
Files sent back: from 3 in 10 to 1 in 12. About five minutes saved per file, all included. Not tested yet on unusual files. We keep the sheet.
Malik tells Awa what made her files fast to check. She now knows how to make her work easy to pick up, and she will reuse that everywhere.
The handover
Before a planned absence, Awa hands the sheet to Sana. They do one file together; Sana does the next one alone.
Handed over: the template, where the files live, the account of the twelve cases.
Sana takes: preparing ordinary files during the absence.
Malik keeps: the check and the payment decision.
Awa’s part ends: once Sana has done one file alone.
To adapt this case, use the decision, before-and-after and handover templates. The cards A review that only says yes teaches nothing and You’re done when the result is checked go with it.