NEEDS EVALUATION
Find the process bottleneck
Understand one workflow before you automate it.
For operations and program leaders: pick one recurring workflow, such as intake-to-assignment or request-to-approval. Use actual examples rather than estimates where possible.
01 / Define the outcome
Write the trigger, the end state, the customer, and what good means. Keep the scope to a workflow with one accountable owner.
Status: Known / Partial / Unknown Evidence / owner: ____________________
02 / Map the handoffs
List the steps, queues, systems, and people involved. Mark every point where work waits, changes owner, or is re-entered elsewhere.
Status: Known / Partial / Unknown Evidence / owner: ____________________
03 / Measure a baseline
Sample recent completed items. Record total elapsed time, hands-on time, rework, and exceptions. Note the sample size and date range.
Status: Known / Partial / Unknown Evidence / owner: ____________________
04 / Find the constraint
Identify the step with the most consequential delay or rework. Ask whether the cause is missing information, unclear ownership, capacity, or a system limit.
Status: Known / Partial / Unknown Evidence / owner: ____________________
05 / Test one small change
Choose a bounded change, such as a clearer intake form or routing rule. Name the owner, define success, and agree when to stop or reverse the test.
Status: Known / Partial / Unknown Evidence / owner: ____________________
06 / Review before expanding
Compare results with the baseline and check quality, workload, and exceptions. Document what changed; scale only when the evidence supports it.
Status: Known / Partial / Unknown Evidence / owner: ____________________
An Ellihan educational worksheet. Any improvement target should be validated against your own baseline; no client outcomes are represented.