Every dropped request we have investigated failed at a hand-off. Here is the anatomy of one that holds.

Volume tells you how busy you are. Cycle time tells you how well you are working — and where the time actually goes.

The word promised that work would disappear. What our customers actually wanted was for work to stop getting lost.

Serial, parallel, threshold and delegated: four approval patterns, when to use each, and the failure modes to design around.

If one person maintains your capacity spreadsheet, you don’t have a capacity plan — you have a single point of failure.

Thirty minutes, one page, three questions. A template for the review that keeps an operation honest.