When, during a process flow, the responsibility for the sequence of a task changes from one agent to another. Or when there is a lane change, there is what we call a handoff, that is to say: the process progress changes hands.
At such times, there is a great risk that someone (or something) doesn’t pass along erectly. This can lead to errors and delays in the process flow. To avoid this, you should employ handoff communication strategies to minimize this risk as much as possible.
In this post, we’re going to look at some of the most effective handoff strategies, such as process automation and the use of a handoff agreement between teams.
2 extremely effective handoff communication strategies
Every time a task changes hands, meaning, it moves from one agent to another, a series of information needs to be provided to the next agent, so that he can proceed with the job without problems or hindrances.
But what happens in many cases is that if you haven’t defined appropriate handoff strategies, you may pass along this information error-ridden or incomplete.
And it’s exactly this type of thing that we want to avoid from happening. In order to avoid this, in a practical and agile way, we recommend the first of our handoff strategies.
Business process automation ensures that data, information, and forms flow correctly and seamlessly between lanes and process teams.
Thus, in Process modeling, it’s possible to verify where the handoffs are and determine the automation of the data delivery, thus avoiding transcription errors, for example, besides saving employee time with this type of repetitive task.
BPM modeling tools that already include Process automation software are the most recommended for this.
It’s also important to note that handoffs are characterized by the simple process transition between the two lanes. This doesn’t necessarily mean introducing a new task to represent it.
It’s in this context that we move on to the next handoff strategy. It aims to ensure that whoever receives the information will always receive it complete and correct, as often as necessary.
Thus, they can assume responsibility for the process without difficulties or impediments.
Handoff Communication Agreement
The handoff agreement is like a “contract” between the two responsible teams, each represents its own process lane.
In this way, “the ball always arrives round” for the other team. This is because the common agreement already defines everything that you need to deliver.
Handoff agreements aren’t complicated, detailed agreements (you won’t need to call the legal department for this).
In fact, the simpler and more intuitive the information list that one team shares with the next, the better.
You can do this through a checklist. And if you haven’t completed it with the required data and information, you cannot deliver it to the next team so they can continue the workflow.
Ideally, you should use Process tools to facilitate compliance with handoff communication agreements.
As you can see, if you automate and control this well, it’s possible to avoid many unnecessary interactions between teams. And, in the process, you can prevent many delays.
You can avoid many e-mail exchanges and even tediously long meetings that take precious time from several important members of both teams. You can do this by employing these two handoff communication strategies: Automation and the handoff agreement. Especially if you implement the two together.