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Internal Work Handover - Best Practice

  • 31 July 2023
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AntoniyaB.
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Do you have work template in Karbon with tasks for team members when one colleague needs to handover work to another colleague? 

It’d be great to hear best practice ideas!

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Best answer by Terri Warren 31 July 2023, 15:03

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SamG
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@AntoniyaB., we don’t, but do you have examples of the type of work that you would use this template for? May help to refine what people have or suggest 🙂

Terri Warren
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We have an internal client transition work item that is owned by the team member that is releasing the client until the confirmations and review is ready for the new project manager. 

The tasks involved are  broken out into sections.

Getting started: define new role assignment, assign new accountant and develop timeline, notify new accountant.

Inform stakeholders: tasks for operations, HR, support team, socialize to team, inform client.

Prepare for transition - Existing accountant: review Karbon work, ensure all is updated and customized to the client. This is not the time to reassign the work. There is a task in this section to communicate with the vertical leader (manager) to review and confirm the work is ready for transition.

Review & Begin transitions: This is assigned to new accountant to schedule and review with the existing accountant. Meet with any other team members working on the client to learn what is being done.

Finalize:

Task assigned to existing accountant to transfer all work/tasks/repeating cycles to new accountant. (we insert a document providing detailed instructions on how to do this in a clean manner).

Task assigned to new accountant to review new assignments, plan for the work, and meet with the client.

Task assigned to existing accountant to request the client remove them from any client level accesses.

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AntoniyaB.
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Thank you - currently we have a work handover template that involves the following tasks:

  1. Instruction for handover - including details of what Client/Work needs to be transferred from whom to whom - manager task
  2. Updating Karbon (recurring) work and tasks - admin task
  3. Review current Karbon work and Tasks, complete/update as necessary prior to handover - current account manager task
  4. Schedule meeting with new assignee to discuss work that needs to be handed over -current account manager task
  5. Record hand over Loom videos (How To videos as reference for the new assignee) - current account manager task
  6. Follow up with new work assignee to make sure all information is understood and accessible - current account manager task
  7. Introduce new assignee to the client - current account manager task
Rebecca Williams
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@AntoniyaB. We have an internal transition work item, similar what yourself and @Terri Warren have listed! Basically to determine who is transitioning/what roles, ensure all client knowledge has been documented correctly by the former team, update Karbon, provide tech access to the new team, schedule a transition meeting (if needed), and then remove the former team’s access.

Sometimes it could be a whole team changing, but often it’s just one person (e.g. only the junior bookkeeper) so the work item has a bit of flexibility built in.

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Victoria Peters
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Hi @AntoniyaB. Ours looks very similar to the examples here.  We have set it up with autormators so most of the internal admin work is completed before the receiving team/person gets into it.  Our last task is to ensure that the KPI reporting is updated.  This final step often highlights any work that did not get fully transitioned.

Question: when you are doing this do you go remove the ‘old’ team member from the work team?  I try to for reporting purposes but it is tedious.  Any magic work arounds?

 

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Terri Warren
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Question: when you are doing this do you go remove the ‘old’ team member from the work team?  I try to for reporting purposes but it is tedious.  Any magic work arounds?

 

@Victoria Peters We have it part of our instructions in the hand off to go to the details tab of all the work items populated in each cycle and remove the team members no longer part of that work. That is the last step after ensuring all tasks in all populated work tasks are reassigned and repeating cycle is updated. We also instruct them to take the opportunity to ensure the work/tasks are populated/created at the proper time and work is added to their MyWeek as well as reviewing all start/due dates for correctness. Sort of a clean up moment just in case it’s not correct.

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AntoniyaB.
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Hi @AntoniyaB. Ours looks very similar to the examples here.  We have set it up with autormators so most of the internal admin work is completed before the receiving team/person gets into it.  Our last task is to ensure that the KPI reporting is updated.  This final step often highlights any work that did not get fully transitioned.

Question: when you are doing this do you go remove the ‘old’ team member from the work team?  I try to for reporting purposes but it is tedious.  Any magic work arounds?

 

sometimes I do, sometimes I forget - perhaps should be set up as a separate task 😄

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