Judgement Test Question 21 – Backlog caused by a poor team handover
Read the scenario and rate every action independently. Several actions can receive the same rating.
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Scenario
Your team completes the first stage of a case before sending it to another team for a final check. A backlog has formed because the receiving team says important information is often missing from the handover. Colleagues in your team say the other team keeps asking for details that are already in the case record. You review a sample and find that both concerns are partly true. You have a good contact in the receiving team and enough evidence to show where delays arise. The two teams need a practical handover that protects quality without adding unnecessary work.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Tell your team to reject any request for information that already appears somewhere in the case record.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action B
Meet your contact, map the handover together, agree the minimum information needed and trial the revised approach while monitoring returned cases.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action C
Send the receiving team’s manager a list of their unnecessary requests and ask them to stop returning cases.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Action D
Correct missing information yourself whenever a case is returned so that the backlog continues to move.
Rate this action:
CounterproductiveIneffectiveFairly EffectiveEffective
Click to reveal the answer
- Action A: Ineffective
- Action B: Effective
- Action C: Counterproductive
- Action D: Fairly Effective
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