Invisible Friction: Find Waste, Fix Handoffs, Improve Turnaround

Agencies battle invisible workflow friction

The Rundown: Total CSR CEO Justin Goodman says agencies don’t have a people problem. They have a process problem. Late certs, missed renewals, and dropped handoffs usually come from invisible friction hiding inside everyday workflows.

The Context:

• Waste shows up as waiting, searching for information, duplicate work, and too many people touching the same task.
  
• Handoffs need clear ownership: what’s being transferred, who owns the next step, when it’s due, and what triggers escalation.
  
• Agencies should map workflows with the people actually doing the work, then improve one process at a time.
  
• AI won’t fix broken operations unless agencies first define clean if-then processes and sources of truth.

Why it Matters: The best tech stack in the world won’t save a messy workflow. Agencies that document processes, reduce friction, and build backup plans can improve turnaround, reduce E&O risk, and make employees’ jobs feel less like a daily scavenger hunt. The magic isn’t more hustle. It’s fewer dropped balls.

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