desk-zero · deliverable

Action Map — Desk Zero

Kit 19 · Desk Zero · deliverable · designed and built by I Wayan Usada — instructional design portfolio · fictional composite

The goal (proposed, not measured)

Shared-inbox requests are routed in one pass under the SOP clause that governs them, and escalations reach the owner with what she needs to decide.

What people do instead

Route by sender, subject line or mood; solve what the desk cannot see (hero mode) or escalate what it owns (escalitis); escalate with a forward and no facts.

The actions that close the gap

#	Behaviour	What it looks like	Where the artifact trains it
1	Find and cite the governing clause	the cited clause matches the email’s detail, not its look-alike	binder + cite step, every email
2	Route by the clause	SOLVE / ESCALATE / DOCUMENT matches the clause’s action	lane step; lanes locked until cited
3	Read before routing	no fast-and-wrong pattern	5-second flag in the debrief (never penalised)
4	Write an escalation the owner can act on	clause, facts, decision and time, no promise	the note task after the debrief

What is not a training problem

Look-alike clause titles invite misrouting; the SOP owner could rename them (for example “Seat requests: free seats only”).
If the LMS let coordinators overbook, a rule alone will not hold; the system could block it.
Escalation templates in the shared mailbox would make action 4 the default.

Revision note

Targets are reconciled: the earlier map said ≥90% correct lanes and the case page ≥75%. The proposed target is now 14 of 16 (lane and clause) on first run. Nothing has been measured.

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