CASE NOTES — FICTIONAL
[H1] Client services sends a request marked “ready” to Operations.
[H2] A coordinator checks that all six files are present and belong to the right client.
[H3] If a file is unreadable, the coordinator calls the client, explains the problem
and agrees when a replacement will arrive. The application records only “pending”.
[H4] The operations lead can accept a documented exception; the coordinator cannot.
[H5] When the coordinator is away, colleagues use a shared inbox. No backup is named.

REVIEW
For each step, record: trigger, evidence needed, responsible role, permitted
decision, output, recipient, deadline or escalation trigger, and backup role.
Cite H1–H5 for facts. Mark missing agreements as unresolved.

DELIVER
A handoff contract defining what “ready” promises; a list of decisions requiring
human authority; and three interview questions that would change the design.
Separate a proposed backup arrangement from one already agreed.
Do not assess individual employee performance or silently assign new authority.