Handover processes for a regional engineering firm

Background

After sales won a job and passed it to engineering, special client requests were often lost and had to be filled in verbally.

Approach

1. Interviewed sales, engineering and admin, and mapped the real path from winning a job to starting work
2. Identified the handovers where information was most often lost
3. Designed a handover sheet with mandatory fields
4. Trialled it with the team for a month and adjusted the fields

Sample outcome

• Special client requests no longer had to be passed on verbally
• New staff could learn the job from the handover sheet