The legalisation chain is a procedure that takes days and involves more than one organisation. During this time the client cannot see where the file is. Tracking and status updates remove this invisibility and deliver their greatest benefit in giving early notice of delays.
Purpose of tracking
The purpose is to know at every moment which stage the file is at. Information produces decisions. Monitoring is continuous.
Defining the stages
Each step of the chain is defined as a separate stage. An undefined stage cannot be tracked. The structure is set up at the outset.
Stage record
Each step is put on record when it is completed. The record bears a date. The update is made on the spot.
Tracking at document level
In multi-document files each document is tracked separately. Tracking at file level falls short. Detail is needed.
Visibility of a delayed document
A document stuck at a stage stands out in the list. Early visibility makes intervention possible. The function is valuable.
Person responsible
The person responsible for each stage is defined. Unclear responsibility produces delay. The assignment is made.
Frequency of updates
The client is given information at regular intervals. The frequency is agreed at the start of the job. Expectations are aligned.
Informing without being asked
Information is given without the client asking. Waiting to be asked creates anxiety. The approach is preventive.
Content of the update
Which document is at which stage and the next step are written down. A general statement conveys no information. The content is specific.
Estimated date
The estimated time for the remaining steps is shared. The estimate is given realistically. Over-optimism damages trust.
Reporting the risk of delay
The risk is reported the moment it arises. Giving notice on the last day leaves no options. Notice is given early.
Presenting the options
In the event of delay the alternatives are presented along with it. Reporting the problem alone is not enough. A solution is proposed.
Channel
The channel for updates is determined at the outset. Scattered channels cause loss of information. The structure becomes simpler.
A single contact person
There is a single contact person on the client's side. Reporting to many people creates confusion. The channel is reduced to one.
Keeping the records
Correspondence is kept in the file. If a question arises later, the record is the basis. An archive is kept.
Delivery notice
When the job is complete, the steps that were carried out are summarised. The summary closes the file. The document is shared.
Suggested next step
If there is anything the client needs to do, it is stated clearly. A step left unclear gets delayed. The guidance is clear.
Internal reporting
The time spent at each stage is measured and bottlenecks become visible. Measurement improves the process. Data is accumulated.
Its value in the corporate relationship
Clients are usually bothered less by the delay itself than by not being told about it; regular updates make it possible to get through the same period with far less tension. For this reason an update is not a courtesy but a process step. The practice is mandatory.
The costliest mistake
At this step the costliest mistake is not reporting a delay until the last day; the client loses the opportunity to consider alternatives that would rescue their own schedule, and the problem turns into a one-sided fault. The risk is shared when it arises. The decision is taken together.