01
Process
Which handoff waits, repeats, or has no clear owner?
Map the actual steps, elapsed time, exception volume, and decision rights before changing the workflow.
The LUCA standard
Engineer the friction out.
Not a promise that every problem needs software. A way to find the costly handoff, put an owner on it, and decide what should change.
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What we look for
Three places work gets stuck.
Friction is not a diagnosis on its own. A useful review makes the cost and the owner visible before anyone recommends a product or promises a result.
02
Infrastructure
Which system or connection makes the work unreliable?
Record the failure, its frequency and impact, the dependency behind it, and the rollback path for a proposed fix.
03
Information
What must someone know, but cannot find or trust?
Identify the source record, who maintains it, who needs it, and how a decision can be traced back to it.
How a decision becomes work
See. Measure. Decide. Prove.
- 01
See it
Describe the work as it happens, including the people, systems, exceptions, and current constraints.
- 02
Measure it
Choose a baseline the customer can inspect: time, rework, handoffs, missed deliverables, or unresolved cases.
- 03
Decide it
Compare removing a step, changing ownership, integrating systems, or automating a bounded task. Sometimes the right move is no new software.
- 04
Prove it
Agree on scope, owner, evidence, and review date. Test the change against the baseline and keep a way back if it fails.
This frames a proposed engagement, not a claim that every LUCA service includes all four steps. The written scope decides deliverables, responsibilities, fees, and review points.
Start with the problem
The first question changes with the work.
Technology ↗
A ticket moves between a device, an application, a vendor, and an internal owner.
First move: Identify the failing boundary and assign one escalation owner before proposing another tool.
Media ↗
An event has a story, several audiences, a venue, and a delivery deadline.
First move: Write the audience, deliverables, approvals, and day-of-show dependencies into one production brief.
Billing & Medical Equipment ↗
A home-health claim waits on a clinical answer, payer response, or unresolved exception.
First move: Trace the record and route the question to the person authorized to resolve it; billing does not rewrite care.
NEXUS ↗
Several teams need one view of work, access, and decisions.
First move: Define the job and confirm which product and customer-use scope is actually available before promising software.
Bring the handoff that keeps coming back.
Tell us what happens, who it affects, and how you know it is a problem. Leave protected patient information and secrets out of the contact form. We can identify the right LUCA division and discuss a bounded next step.
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