When a Process Change Moves the Bottleneck

A new workflow can remove one team’s delay and quietly hand the waiting time to another. The change may look successful at its starting point while the overall service feels no better to the people relying on it.

When a process revision shifts work across teams, what evidence would convince you to keep, adjust, or reverse it? Which voices should be part of that review—and how do you make the transition cost visible before the new handoff becomes the new normal?