Establish dependable work processes

Define the main steps that take work from the initial request through delivery and closure, including who does what, which decisions are needed, and where checks belong. Involve the people doing the work and those receiving it at the next stage so the process reflects daily realities.

Use simple instructions, templates, or checklists for recurring tasks, and make clear who can handle exceptions or approve changes. Keep documentation practical and easy to update as better methods emerge.

The aim is for people to carry out familiar work consistently, train others effectively, and keep work moving when someone is unavailable.