Day 1: From Responsibility to Workflow

Managing Administrative Workflow

• Task flow across administrative roles
• Waiting points requiring process attention
• Short workflow for recurring requests
• Work steps ordered from start

Prioritizing Administrative Tasks

• Task priority based on dependencies
• Priority conflicts requiring clear resolution
• Tasks linked to urgent decisions
• Time commitments to other stakeholders

Administrative Coordination Across Teams

• Handoffs agreed before work starts
• Coordination channel for each workflow
• Required information shared in time
• Agreed dates for required handoffs

Day 2: Organizing Processes and Service Quality

Managing Work Handoffs

• Complete requirements before handing over
• Receiving owner identified before handoff
• Timing for transferring task responsibility
• Confirmation of receipt preventing loss

Designing Administrative Procedures

• Necessary steps without duplicated effort
• Decision defined at each checkpoint
• Output confirming successful procedure completion
• Procedure purpose before detailed steps

Following Up Decisions and Tasks

• Current execution status maintained continuously
• Early intervention when progress stalls
• Task list linked to decisions
• Known owner for every commitment

Day 3: Measuring Performance and Improving Work

Administrative Performance Indicators

• Handoff time across involved parties
• Rate of tasks without rework
• Gap between actual and target completion
• Backlog of overdue unfinished requests

Managing Service Issues

• Coordination problems disrupting task flow
• Solutions preventing repeated administrative rework
• Operational fallback during disruption
• Root correction preventing repeated failure

Continuous Administrative Improvement

• Prioritizing initiatives by improvement value
• Limited pilot before organizational adoption
• Institutionalizing practices with proven results
• Improvement ideas emerging from practice

• Administrative workflow mapping for a recurring process
• Operational bottleneck analysis using time and completion data
• Role and handoff allocation exercise across staff
• Open-request and action tracking dashboard build