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Automation often begins with a handover between people, rather than

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with a new tool.

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A fictional installation company receives an enquiry.

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Sales calls it approved, but scheduling lacks the address and expected

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job duration.

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The request was forwarded, yet nobody knows who should fill the gaps.

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Start at receipt and finish at the agreed outcome.

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For each transition, record the information required, who supplies it

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and who retains responsibility when something is missing.

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Received, complete and scheduled mean different things.

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Define when each state may change.

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A forwarded email alone does not confirm that another team has

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accepted the work or taken ownership.

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Fixed fields and explicit decisions often need only rules or an

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integration.

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AI can help interpret free text, but it cannot reliably invent

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a missing address or resolve unclear responsibilities.

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Decide what happens when a request is rejected, cancelled or

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incomplete.

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Make its current owner visible and show how staff can continue

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after a correction without starting everything again.

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Run through an ordinary request, repeated delivery and an interrupted

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connection.

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Check state, owner and destination.

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Measure waiting and recovery work too; making one stage faster may

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create extra work elsewhere.

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Begin with one recurring handover and the teams involved.

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Clarify the agreements first.

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Then automate the stages whose inputs, responsibilities and intended

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outcomes are sufficiently clear to test.

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Read OXIAE’s business process automation guide for practical handovers

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and exception paths.