The model
Follow a request through successive teams and compare the information available at each handoff. Requirements, urgency and ownership can decay at different rates. The model identifies where the next team has to reconstruct what the previous team already knew.
- 01Request
- 02Transfer
- 03Interpretation
- 04Delivery
In practice
A client request moves from account management to delivery to a specialist group. The deadline survives; the reason for it does not. A shared brief restores context and prevents a technically complete response that misses the client's actual need.
