Every request goes through the same four stations. It gets captured, routed, tracked, then chased until it closes. The questions ask who carries each station: the system or a person. Nothing here asks which software you own. The friction is in the handoffs.
Score the flow as it runs on a bad week, not the way the process document describes it. If two people on your team would answer differently, take the worse answer.
The ten questions
How does a new request get into your tracking system?
Where do the routing rules live? Who handles what, and which customer gets which treatment?
Can you see, right now, the oldest untouched request in the queue?
If a request got lost today, when would you find out?
What happens to this flow when its key person is out for two weeks?
If request volume doubled next month, what breaks first?
How do handoffs between people happen in this flow?
The data your team types in: does it come back to help them?
Follow-ups for signatures, documents, and approvals are done by:
Your last attempt to automate this flow:
How it grades
Each answer is worth 0 to 3 friction points, in the order the options are listed. Zero means the system runs the flow. Thirty means people run it from memory. The grade is a sum, so one broken station can pull a clean flow down a letter. Perfect routing with no aging clock still loses requests.
If the scorecard flagged intake, the replace manual intake guide covers the fixes and has a one-page map you can fill in.
Want the worst station fixed?
Tell me your grade and which score came out worst. I will tell you what to fix first and whether it needs a build at all.