Preparation guide
Show me how the work actually happens.
A process diagram is a useful start. Real cases show us more: where work waits, what people need to make a decision, and what happens when the usual path breaks down. This preparation helps us choose and scope the first implementation.
Use this guide when we agree the preparation for an engagement. We'll choose a private channel for sharing records.
What I'll ask you to prepare.
Name the owners.
Name the person responsible for the process, the sponsor, the approvers, and whoever handles a case when it gets stuck.
Describe how work moves.
Explain what starts the process, how it moves between people, and what counts as finished. Include the rules, exceptions, and who owns the next action at each stage.
Identify the systems.
List the tools and automation you use today. Identify who manages access and what we'll need to work with them.
Provide representative evidence.
Prepare 10–20 real cases with the records needed to follow what happened. Include cases that ran smoothly and ones that were delayed or unusual.
Document the baseline.
Show how the process performs today. Include the cases and dates you measured, how you calculated the numbers, the records behind them, and who can explain the measure.
Define the improvement.
Describe what you want to improve in the process. Be clear about which results the workflow can influence and which also depend on other parts of the business.
Fictional worked example A
Unit readiness
A unit becomes vacant on October 1. Readiness is approved on October 9: eight elapsed days from vacancy to readiness. This is a measure for one fictional case, not a cohort baseline.
October 1 · Unit becomes vacant
Evidence: vacancy record. Owner: property coordinator. Next action: arrange the inspection.
October 2 · Inspection completed
Evidence: inspection record with required work. Owner: inspector. Next action: hand the findings to the maintenance lead.
October 3 · Work assigned
Evidence: work orders, assignees, and due dates. Owner: maintenance lead. Next action: coordinate completion and address blockers.
October 8 · Work completed
Evidence: completed work orders and completion evidence. Owner: maintenance lead. Next action: request the readiness review.
October 9 · Readiness approved
Evidence: readiness signoff. Owner: authorized readiness approver. Next action: hand the unit to the leasing team.
The questions behind the dates
What blocked work? What evidence was required for approval? Who could resolve an exception? At what threshold should a delay escalate? How much staff coordination did the case require?
For example, 45 minutes of coordination could come from five dated time entries showing what staff did. This is an illustrative figure. For your cases, we need a consistent way to record and calculate the time.
The completed preparation package
Repeat this exercise for 10–20 cases. Bring the process description, supporting records, a table of current measures and calculations, the system access list, and the owners. Record the dates covered by the sample so we can make a useful comparison later.
Record subsequent paid occupancy separately. Readiness and paid occupancy are distinct events, and occupancy depends on factors beyond this workflow.
Fictional worked example B
Application document follow-up
An application arrives on October 1 and reaches the authorized reviewer on October 6: five elapsed days from receipt to review handoff. The missing document is identified on October 2 and received on October 5: three elapsed days awaiting that document.
October 1 · Application received
Evidence: receipt and status history. Owner: application coordinator. Next action: check the required-document checklist.
October 2 · Missing income document identified
Evidence: checklist and recorded missing item. Owner: staff member authorized to determine completeness. Next action: approve the appropriate reminder.
October 3 · Reminder sent
Evidence: reminder history and approval. Owner: application coordinator. Next action: monitor receipt or escalate under the agreed rule.
October 5 · Document received
Evidence: receipt timestamp and updated checklist. Owner: authorized completeness reviewer. Next action: confirm the package is ready for handoff.
October 6 · Review handoff completed
Evidence: handoff record and receiving owner. Owner: application coordinator. Next action: transfer responsibility to the authorized reviewer.
The questions behind the dates
Who determines completeness? Which reminders are approved? Who handles unusual documents or an unresolved missing item? Who owns the next action if the normal path fails?
Across your sample, measure time spent waiting for documents and the effort staff put into follow-up. Show where each measure starts and ends, and which records support it. Your staff keep responsibility for applicant assessment and housing decisions.
The completed preparation package
Bring a process description, records for 10–20 cases, a table of current measures, the system access list, and the owners. Include delayed and unusual cases so we understand what the workflow needs to handle.
Choose the first process with the facts in hand.
This is substantial preparation. Doing it for two candidates helps us see which is ready and what we could reuse later. From there, we choose one process and agree the implementation. The second gives us a better starting point for a future engagement.
Discuss a candidate process