Specify handoffs and service promises
Course overview · 4 min reading + 12 min practice, estimated
Principles and method
A handoff needs an input, recipient, acceptance rule and acknowledgement. Without these, work can appear complete in one system while remaining unusable downstream. Service promises should be achievable under normal conditions and explain what happens when they cannot be met. Distinguish internal targets from contractual obligations. Measure elapsed time consistently, including the start event, business-day convention and pause conditions. Do not invent a service level simply because it sounds competitive. Use a baseline and capacity review, then test whether the team can sustain it.
Worked example
Recruiters send shortlists on Friday, but managers cannot review until Wednesday. The new handoff requires evidence against agreed criteria and an agreed review slot. Acknowledgement confirms receipt, not acceptance of every candidate.
Put it into practice
Specify a shortlist handoff and a realistic communication promise for a fictional team.
Use fictional information and keep your work in your own notes.
Compare your approach: self-review guidance
Define required evidence, review owner, acknowledgement, feedback deadline and escalation. Explain how candidates will be updated if the deadline slips. Avoid claiming a universal response-time benchmark.
Sources and further reading
Original Academy teaching and fictional examples. These references provide context, not endorsement. Edition 2026.09; updated 2026-09-24.
- CIPD: Recruitment
Professional context for the recruitment lifecycle.