Publication archive
Field notes and workflow maps about the work small teams still coordinate through email, spreadsheets, and messages.
service-operations
Separate an authoritative cancellation from vacancy ownership, candidate selection, bounded offers, acceptance, and recovery before automating a waitlist.
Updated 2026-08-25
workflow-discovery
Make versions, owners, deadlines, reminders, exceptions, and recovery visible before replacing an email-based approval workflow.
Updated 2026-07-31
service-operations
Map the request, authoritative record, decision owner, affected commitments, and recovery confirmation before automating a client cancellation.
Updated 2026-08-24
service-operations
Map the original submission, canonical record, correction authority, client update, and recovery path before automating an intake exception.
Updated 2026-08-21
service-operations
Map intake, missing items, readiness, handoff, exceptions, and recovery before treating a client portal as the answer to fragmented onboarding work.
Updated 2026-08-14
service-operations
Keep accepted work, a later client request, review authority, staff handoff, and escalation distinct before automation changes a workflow.
Updated 2026-08-29
service-operations
Map a client text from first message to shared record, decision, delivery, and closeout before choosing software to handle requests.
Updated 2026-08-15
service-operations
Make triggers, artifacts, decisions, exceptions, backups, and recovery contacts visible before a small team treats documentation as a usable handoff.
Updated 2026-08-13
service-operations
Separate a local reschedule request from the authoritative appointment, controlling zone, availability decision, confirmation, and recovery owner.
Updated 2026-08-26
service-operations
Use a field-to-office handoff card to show job identity, observation, authority, client update, and recovery before choosing a communication tool.
Updated 2026-08-15
service-operations
Make the attendance record, policy, capacity decision, customer contact, staff handoff, and escalation visible before automating no-show recovery.
Updated 2026-08-28
workflow-discovery
Map client, staff, status, evidence, reminders, and exceptions before turning an email-heavy document workflow into a portal project.
Updated 2026-07-30
service-operations
Map the payment record, appointment authority, verification, communication, escalation, and recovery before automating a booking exception.
Updated 2026-08-27
service-operations
Map reactive requests, vendor handoffs, recurring work, ownership, exceptions, and closure before choosing property-maintenance software.
Updated 2026-07-31
service-operations
Map one intended outcome, each intake channel, matching review, client communication, staff handoff, and reconciliation before automation repeats work.
Updated 2026-08-31
service-operations
Define client-waiting, internally blocked, escalated, and closed states with owners and clocks before automating reminders in a CRM.
Updated 2026-08-01
service-operations
Map conflicting records, evidence timing, decision, staff instruction, client communication, and escalation before automation acts on a disagreement.
Updated 2026-09-01
workflow-discovery
Capture client-specific bookkeeping exceptions as observable triggers, decisions, evidence, owners, and review dates before a handoff.
Updated 2026-07-31
service-operations
Map decision classes, delegated authority, evidence, escalation, client communication, and recovery before moving a founder bottleneck into software.
Updated 2026-08-10
workflow-discovery
Map how ownership, visibility, interruptions, exceptions, and onboarding change as a small team grows from five people to ten.
Updated 2026-07-31