01 How often does your team do this work? 01 How often does your team do this work?
Think about one repeatable task, not everything the team does.
A few times a year Monthly Weekly Daily or continuously
02 How much team time does it take each month? 02 How much team time does it take each month?
Count the time spent finding information, doing the work, checking it and fixing mistakes.
Less than one hour 1 to 4 hours 5 to 20 hours More than 20 hours
03 What happens if this work is late or missed? 03 What happens if this work is late or missed?
Choose what normally happens, not the worst case you can imagine.
Little or no effect A small inconvenience Regular delays or repeated work A serious blockage for the business
04 How easy is it to find the information you need? 04 How easy is it to find the information you need?
Think about files, systems and messages. Which source do people trust when the information disagrees?
People are unsure where to look, or it is mostly offline It is digital, but people gather it by hand Most of it is easy to find in known systems It is available through reliable exports or system connections
05 Do you have good examples of completed work? 05 Do you have good examples of completed work?
Include everyday cases, corrected mistakes and unusual cases.
No agreed examples A few informal examples Past work with agreed results A good mix of examples with known results
06 Can the team agree when the result is right? 06 Can the team agree when the result is right?
The result could be a draft, a matched record, a list of exceptions or a note with sources.
Experienced people often disagree One person knows, but the rules are not written down The team understands what good looks like The checks are written down and clear
07 What could happen if the result is wrong? 07 What could happen if the result is wrong?
Think about the harm before anyone notices and fixes the mistake.
Create a draft that is easy to discard Create extra work that can be fixed Change a record or affect a customer Move money or affect a regulated decision
08 Can someone check the result before it causes a problem? 08 Can someone check the result before it causes a problem?
A useful check shows the source information and what changed.
There is no realistic chance to check it Checking it takes almost as long as doing the work Someone can check it with the source information A quick check fits naturally into the work
09 Can you undo the result or action? 09 Can you undo the result or action?
An undo button is not enough. You also need the original record and a clear history of changes.
No, or only with serious difficulty Yes, but it is expensive or unclear Yes, and the original record is kept Nothing changes until a person approves it
10 Who is responsible when something unusual happens? 10 Who is responsible when something unusual happens?
Someone needs permission to correct, escalate or stop the work.
No one is clearly responsible Responsibility is shared and unclear A business owner is named A business owner and technical owner are named
Answer every question to calculate the result.