Why Handoffs Hurt
From Seth Godin:
Room service just arrived, and my insanely complex OCD breakfast was exactly the way I ordered it. This was possibly a first.
Then I discovered the reason. The person who brought it to my room was the very same person who assembled it.
Boy that was obvious.
I wonder if the same person also took the order on the phone? I bet they did. Every time you have a handoff in a process, that's an opportunity for miscommunications and errors. It's not always practical to have one person take ownership of the entire process and the end product, but it can help your quality.