Cross-Functional Workflow Design for Stalled Handoffs
Improving cross-functional workflow design for clearer handoffs, decision rights, and execution boundaries
This case study shows how cross-functional workflow design was used to move beyond surface-level collaboration concerns and fix the underlying operational system.
The Situation
Cross-functional work was stalling at handoff points, causing delays, missed deadlines, and repeated escalation.
What was stuck
Leadership initially believed the issue was poor collaboration and was considering team-building or collaboration training. Diagnostic interviews showed that the problem was structural rather than behavioural.
What We Built
We redesigned the operational handoff model by mapping decision rights and clarifying execution boundaries between departments.
Artifacts Produced
-Â Workflow diagnostic map
- Decision-rights matrix
- Point-of-work handoff guides and protocols
What It Enabled
Delays reduced because teams had shared rules for who does what, when, and in what form. The issue was resolved through operational design rather than additional training.