Rules guide employees to the right steps. Outsiders don’t know how you operate, and hence don’t know who to contact or how to get what they need. When employees from other departments try to access the right person in your team for their needs, they are confused. The situation is also difficult for employees outside your team. Requests are scattered in emails, spreadsheets, or even project boards which complicates the process. But when it’s time to handle individual requests in a process, chaos kicks in. The documented process clearly states what happens in particular conditions. If you are a team that handles important processes that involve requests or approvals, here’s a familiar situation.
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