A deadline peak publishes the required documents and the dates first.
In work with fixed deadlines, the work cannot start until the documents you need from the client are complete. Asking "please send those documents" after the deadline is already too late. So you tell them "what we need from you, and by when" well before the deadline. For both the client and your company, that is the way to avoid a last-minute scramble.
The Sheet Becomes Documents, Not Photos
In this type of peak month, the Sheet consists of documents rather than photos. The thinking is the same as in Chapter 3, and so is the order of the four weeks. The top executive decides the preparation start date by working backward from the deadline.
Week 1: From the records, the top executive lists three clients from last year to whom the company was able to hand over a single Sheet summarizing missing documents before the deadline. The document names used are the names those clients actually submitted.
Week 2: The assigned employee publishes in the Line on the homepage the names of the documents and the date by which they should be received. A person enters only the names and deadlines found in the records.
Week 3: The assigned employee turns the Closing into guidance to look at sample documents. Don't open with "Please book a consultation."
Week 4: The assigned employee sets the Entrance condition to "clients who have the required documents ready."
A Line of this type might look like the following.
Example: "Please send us the ○○ and ○○ documents by [month] [day]. If anything is missing, we will list it on a single Sheet and let you know."
Because it is written solely with facts—the names of the documents and the deadline—clients can judge, before inquiring, what they need to prepare and by when. In the ○○ parts, enter only the actual document names and deadlines found in your records.
During the peak month, do not newly accept requests whose documents are not complete. If you do, you won't even have time to send back notices of what's missing. Open time during the peak month is used to send back notices about documents that haven't arrived.
The Three Lines of Review
For this type of peak month, the review is the same Three Lines. However, the first one, "Was the preparation preserved?", is rewritten as "Which documents were late for the deadline?" One late document name is enough. In the week after the last day of the peak month, the top executive writes the Three Lines together in the fields in Chapter 14. If you create separate Three Lines for each chapter, you won't know which to open at the start of the next month.
▶ Decided by the top executive
• At the start of the year, decide the preparation start date by working backward from the deadline.
• Decide that requests without complete documents will not be newly accepted during the peak month.
• In the week after the last day of the peak month, write the name of one late document in the fields in Chapter 14.
▶ Asked of employees
• In week 2, publish on the homepage the names of the documents clients need to submit and their deadlines.
• In week 3, place guidance to look at sample documents at the end of the page.
• Use open time during the peak month to notify clients of missing documents.
Clients know, well before the deadline, what to submit and by when. And because your company accepts only requests with complete documents during the peak month, chasing down missing items just before the deadline should drop sharply.
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