There's a kind of process almost no company has solved well: the one that belongs to no one.
Processes that cross areas
I don't mean processes within a single area. Those usually have an owner, indicators and someone who answers for them. I mean the ones that cross areas: onboarding a customer that goes through Sales, Credit, Legal and Operations; a purchase that needs Finance and IT; a change that requires sign-off from three departments.
In those processes, each area does its part well. The problem is between one area and the next: in the handoff. That's where days, documents and context get lost, and where nobody can say for sure "it's here, and this person has it."
Questions first, technology second
What I've learned is that the solution doesn't start with technology. It starts with three questions:
- Who owns the whole process, not just their stretch of it?
- What information must travel with the case at each handoff?
- How much time is acceptable at each stage?
If nobody can answer the first, the process will keep depending on each area's goodwill. If the second has no answer, every handoff will force people to ask again for what they already had. And without the third, delays only show up when the customer complains.
Making the whole process visible
Once that's clear, a BPM like FieldWy FLOW makes the rest visible: the flow, the case file and the timing. Each handoff stops being a forwarded email and becomes a stage with an owner, the complete file and an SLA that alerts before the case stalls.
Leadership stops asking "where is it?" and starts seeing where cases get stuck, so it can fix the cause.
Which cross-functional process costs your company the most?
Want to see how this would apply to your operation? Request a demo or write to us at contacto@fieldwy.com.