Yet, many businesses struggle with ineffective Handovers, leading to bottlenecks, confusion, and unnecessary costs. Let’s explore how to get them right.
What is a Business Process Handover?
A Business Process Handover (or Business Process Handoff) is the transfer of responsibilities, information, or tasks between individuals, teams, or systems. The goal? Ensure continuity and prevent costly breakdowns. Handover play a critical role in Business Process.
For example, when onboarding a new employee, HR must communicate the necessary details to IT to provide the right system access. If HR forgets a key detail, IT might not grant access on time, causing delays and frustration.
The Cost of Poor Handovers: A NASA Lesson
In one of the most expensive miscommunications in history, NASA lost $125 million when engineers and builders used different measurement systems. The engineers designed the aircraft using the metric system but didn’t clarify this with the builders, who assumed the English imperial system. The result? A failed spacecraft due to a simple yet costly Handover mistake.
If one small miscommunication can cost that much, imagine what unclear Handovers might be costing your business.
The Hidden Challenges of Business Process Handovers
1. Information Silos
Key data is trapped within departments, preventing smooth transitions. Imagine a baseball team where players don’t share their game strategy—team performance would suffer. The same happens in business when information isn’t shared effectively.
2. Lack of Documentation
Initiating and executing Handovers through scattered emails or verbal instructions leads to inefficiencies. Searching for details in email threads isn’t the best use of time. Learn about Process Documentation.
3. Incomplete Communication
Think about your regular Starbucks order—no-whip soy latte with caramel drizzle. If you forget to specify ‘soy,’ the result could be an allergic reaction. Similarly, missing key details in Handovers can lead to major operational breakdowns.
Why Process Maps Alone Aren’t Enough
Business Process Mapping provides a visual representation of workflows, but it doesn’t capture the small yet crucial details that make or break a successful Handover. Process maps show the route but not the roadblocks.
To truly improve Handovers, businesses need to incorporate structured communication, documentation, and accountability mechanisms.
How to Improve Overlooked Business Process Handovers
1. Standardize the Process
Repetitive Handovers should follow a standardized approach to prevent unnecessary reinvention of methods. Ensure that every transition follows a predefined structure. Learn about Process Standardization.
2. Use Business Process Documentation
Document each step of a Handover, including checklists, tutorials, and templates. A well-documented process ensures consistency even when personnel changes occur. Learn about Process Documentation.
3. Schedule a Knowledge Transfer Session
Paperwork is helpful, but direct communication is often necessary to clarify doubts and ensure alignment. Whenever possible, schedule a session between the sending and receiving parties.
4. Create a Handover Agreement
A Handover agreement acts as a contract between the sender and receiver, outlining required information and expectations. This document keeps both parties accountable, reducing the risk of errors.
For instance, in the HR-IT onboarding example, an agreement specifying the exact employee details and access levels required would eliminate confusion and prevent delays.
Conclusion: Stop Overlooking Business Process Handovers
Business Process Handovers are often overlooked but play a critical role in maintaining efficiency and preventing costly mistakes. A slight miscommunication in a Handover process can disrupt workflows and impact customer experience.
Step up your game by implementing structured, well-documented Handovers.