At a glance
- Observe a complete customer journey.
- Clarify responsibility at the difficult handovers.
- Agree measures before changing the workflow.
The scenario
Imagine a business in which the customer promise is clear but delivery responsibilities are less consistent. Teams spend time clarifying approvals, while management receives several versions of the same project update. This is a hypothetical brief, not a description of a Jugaadoos client.
A possible approach
Start by following a representative request through the business. Gather the perspectives of the teams involved and identify where information or authority becomes unclear. Develop an operating-model proposal around those observations, then test a bounded change with named workstream owners.
How an outcome could be assessed
Establish a baseline for the selected workflow before a trial. Agree how to assess handover clarity, unresolved decisions and the experience of the people involved. Compare the observations after the trial and record changes in context. No measured improvement or completed delivery is claimed here.
What a publishable case would need
A real case study would require client permission, a confirmed scope, an account of the work actually delivered and reviewed evidence for every outcome. This page demonstrates the questions and approach; it does not substitute for that evidence.
