Why work gets stuck between people
Most service businesses lose time in the spaces between people: the handoffs, the chasing, the follow-up that depends on memory.
Where the drag lives
Requests scatter across inboxes. Decisions wait on whoever is busiest. Nobody owns the follow-through, so nobody does it.
The bottleneck is rarely talent. It is how work moves.
This journal is where we write about fixing that, one operation at a time.