Sort work that should touch the bottleneck from work that should not
Identify which tasks belong at the bottleneck and which tasks should be offloaded or standardized.
Which tasks belong at the scarce specialist step? Belongs at the bottleneck Move off the bottleneck Approve novel security architecture for a regulated customer Chase a project manager for a missing attachment Make the final go/no-go decision on a high-risk exception Update the status slide for the weekly steering meeting Resolve an ambiguous requirement that only the specialist can interpret Correct naming conventions on intake forms Sign off on a standard low-risk case covered by an approved template Review the one edge-case configuration that falls outside the standard path
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