These notes mention a specific capture path, a desk, or a constraint. They are not scores. One of them still wishes we had included a Saturday locum in the room.
01
Farah sat with our receptionist on a Wednesday, not during a quiet hour we invented for her. The map showed that names from the health-screening tablet waited until the last filling of the morning was done. We had blamed the tablet. The tablet was fine. We moved the callback list to the desk that actually has a gap at 11 a.m. I still wish the readout had included our Saturday locum; she works the tablet that day and had to hear the stalls second-hand.
Siti Rahmah Practice manager, family dental clinic, Cheras Full Pipeline Map
02
Arif asked for one ring-bound week with the numbers half covered. Nine lines had no first attempt. That was enough. He did not dress it up. The diagram now sits next to the glass door so the person locking up can see that Saturday 5 p.m. names are Monday work, not leftover paper.
Daniel Khoo Viewing coordinator, residential desk, Sri Petaling Handoff Mapping
03
The note on field order was blunt about our fourth box — company name — which no parent at the door could answer while holding a bag of prospectuses. We cut it. The volunteer queue at the cardboard stand stopped forming behind the tablet. I had wanted a longer document; four pages was the right length for a hall that only exists two weekends a year.
Melinda Ong Open-day lead, secondary tuition hall, Kajang Capture Point Review
04
Our thank-you screen sent people to a Facebook page from a previous Merdeka booth. Pipeline Map Base followed that button and wrote “unowned” next to it. The word annoyed me in the meeting and then it became the only word the booth staff remembered. We took the button off. First WhatsApp replies started arriving while families were still at the atrium table.
Hafiz Rahman Agency supervisor, motor insurance roadshow booths Full Pipeline Map
05
We changed the confirmation SMS after a vendor update and assumed the original map still held. The Quarterly Check’s change log on page one showed the SMS now arriving at 9 p.m., after our phones are off. A small, irritating fact. We moved the send time. I would have liked the check to include a second staff voice; we only had twenty minutes with the current receptionist.
A family dental clinic in Cheras had bought a lead-capture app for a weekend health screening in the waiting bay. By Monday the tablet showed forty-two names. By Thursday the receptionist had called eleven. The practice manager, Siti, asked us for a Full Pipeline Map, not because she wanted a lecture on capture apps, but because the dentist was being told that “the tablet did not work.”
We completed the form ourselves on the Tuesday. It worked. The confirmation line said the clinic would call the same day. The names landed in a vendor inbox the receptionist could only open on the tablet, and the tablet lived on a stool beside the screening banner — across the room from the phone. She checked it when the bay was empty. On a screening weekend the bay was never empty.
The staff hour was twenty minutes late because a child needed a translation of a consent form. That delay belonged on the map as much as the inbox did: the callback owner is also the person who translates. We numbered three stalls: the same-day promise, the tablet’s distance from the phone, and the inbox that required a login she had written on a sticky note that had curled.
Siti moved the tablet to the reception counter for weekday callbacks and changed the confirmation to “we will phone before noon the next working day.” The original forty-two names were not recovered; several had already booked elsewhere. The next screening, six weeks later, used the same app and a list that sat beside the handset. That is the kind of change a map is for — not a new vendor.
Longer note
Saturday viewings and a sheet that locked with the door
Daniel’s residential desk in Sri Petaling ran weekend viewings with a paper form that an intern later typed into a capture app on Monday. Agents believed Monday typing meant Monday calling. The ring-bound sheet showed otherwise: Saturday names often received a first attempt after Tuesday lunch, once the intern had caught up and the agents had finished the morning’s other viewings.
Handoff Mapping here was mostly a reconstruction of one Saturday. The intern left at 4 p.m. The last viewing ended at 5:15. The sheet went into a drawer so the glass door could be locked. Nobody was assigned Monday’s first hour to that drawer. Arif’s diagram had four boxes and a lock. Partners did not enjoy the lock. They did recognise it.
They did not hire a night phone. They did assign the duty agent for each Saturday to take the sheet home as photographs and to send a WhatsApp holding line before 8 p.m.: viewing received, callback Monday. The capture app stayed as it was. The stall was never inside it.
We use a small set of cookies to remember this choice and to understand which pages are read. You can accept or reject analytics cookies. Essential cookies stay so the site can load. Read the cookies page.
