Route
A route is the agreed path that a customer, signal or task follows to reach its next stage and owner. It includes decision points and exceptions, not just the normal sequence. A clear route states what information travels with the work and what should happen if the usual destination is unavailable or the criteria are not met.
Why it matters for your business
Routing reduces work that sits between teams because everyone assumes someone else has it. The same principle applies to phone calls, enquiries, approvals and delivery requests.
A business example
A new catering request goes to sales for fit checking; an existing customer's change request goes to the person delivering the event.
Illustrative example.Your next step
Draw the next two handovers for a common request and name the owner at each point.
Explore Klarnow