The Client Who Realised Their Team Was Running on Assumptions

by: Jacqui Shemilt, 15 January 2026

This month we worked with a team who thought they had a performance issue.

But the real problem?

Everyone was working from assumptions - not processes.

❌ Tasks were duplicated

❌ Handovers were unclear

❌ Quality varied depending on who did the work

After mapping the workflow and clarifying ownership:

✅ Turnaround times improved

✅ The team worked with more confidence

✅ Leadership gained visibility

Sometimes the issue isn’t the team - it’s the system around them.

If work varies depending on ‘who’s doing it,’ that’s a process problem, not a people problem.