Assign clear ownership

Name one accountable owner

Every workflow needs a person who keeps its rules current. The owner is responsible for the process, not for doing every task. Record a backup for leave or absence.

Make handoffs explicit

Assign a request to one person at a time. Include the expected next action and any deadline. When responsibility changes, record the reason so the new owner can continue without reconstructing the conversation.

Review responsibilities

Walk through recent requests with your team. If the same handoff repeatedly stalls, change the routing rule rather than relying on reminders.

• Confirm the next owner before handing work over.

• Keep the outcome and its context attached to the request.