The Problem
Slow Files, Slower Confidence
Turnaround time slips rarely come from a single big miss. It's usually a pile of small frictions—unclear briefs, late client inputs, partner bottlenecks, handoff loops, and tool friction. As cycle time grows, realization % falls (more touches, more rework), deadlines wobble, and clients get nervous. This playbook finds the drag, restores flow, and protects margin—without compromising quality.
The Framework
Risk Conditions (Act Early)
Treat these as leading indicators your cycle time is about to drift:
- Turnaround time ↑ ≥ 15% vs. prior like-for-like period (rolling 4 weeks)
- Wait time ratio > 50% (waiting on inputs/approvals vs. hands-on work)
- Partner/Senior utilization > 85% while Associates/Mids < 65%
- Rework ratio > 10% (corrections/redo hours as % of total)
- Client inputs late on two consecutive milestones
Action: Open a variance case, map the journey for your top 2–3 deliverables, and prepare fast fixes.
Issue Conditions (Already in Trouble)
Move to containment if any apply:
- Deadlines slipping on active engagements (or "near miss" rescues)
- SLA/engagement letter time commitments at risk
- Discounts/write-offs are used to paper over delays
Action: Create a visible recovery plan, rebalance roles, and remove the biggest blockers first.
Common Diagnostics
Aim your effort with a 30–60 minute review:
- Journey map: Where does work wait? Intake → analysis → review → client questions → final sign-off
- Intake quality: Are deliverables, assumptions, and acceptance criteria explicit?
- Ownership: Is there single-threaded ownership per deliverable, or ping-pong between teams?
- Role fit: What are Partners doing that Seniors/Associates could own with a QA step?
- Client dependencies: Which inputs routinely arrive late or in the wrong format?
- Tooling friction: Are we remediating the same spreadsheets/files multiple times?
Step-by-Step Guide
Map & Measure
Actions:
- Time-stamp the flow for two high-volume deliverables (e.g., monthly close pack, standard tax file)
- Track three numbers per step: median wait, touch time, rework %
- Visualize the longest waits and the most reworked steps; pick 3 fixes
Expected Impact: Shared truth; easy prioritization for the team.
Remove the Top Frictions
Actions:
- Intake upgrade: brief template with acceptance criteria, required documents, and examples
- Client input SLA: formats + due dates; "silence = proceed" for low-risk clarifications
- Right work / right level: move repeatables to Associates/Mids; add QA checklists for Seniors/Partners
- Standardize handoffs: definition of "ready for review," file hygiene, versioning rules
- Tooling shortcuts: checklists/macros; pre-validated templates; one-click tie-out scripts
Expected Impact: Cycle time ↓ 15–30%; rework ↓; fewer back-and-forths.
Contain the Active Delays
Actions:
- Milestone rebase: agree new dates with a visible burn chart and owners
- Daily 15-min unblock huddle: yesterday's blockers, today's expected unblocks
- Escalation ladder: fast legal/finance reviews; Partner review windows batched, not ad hoc
- Scope hygiene: extras → Change Requests (CRs) with impact chart (date/scope/budget trade-off)
Expected Impact: Commitments stabilize without heroic overtime.
Make Speed Durable
Actions:
- Quarterly journey reviews: cycle time (median/P90), wait ratio, rework, and on-time rate
- Golden-path runbooks: decision trees + validation steps for your top 5 deliverables
- Capability matrix: close micro-skill gaps that keep work with Partners
- Automation candidates: promote stable steps to scripts/bots; reduce manual reconciliations
Expected Impact: Predictable delivery and better realization across the portfolio.
KPIs to Track
| Metric | Target |
|---|---|
| Turnaround time (median & P90) by deliverable | ↓ 15–30% in 30–60 days |
| Wait time ratio (wait ÷ total) | < 50% |
| On-time delivery rate | ≥ 95% |
| Rework ratio | ≤ 5–8% |
| Realization % | ≥ 90% after stabilizing the flow |
Warning Signals
Real Scenarios
Monthly Close Pack Delays
Context
Average turnaround increased from 5 days to 7 days. Clients complaining about speed.
Steps
- 1.Map the close pack workflow from intake to delivery
- 2.Identify top 3 wait points (likely: client inputs, partner review, final sign-off)
- 3.Create client input checklist with due dates
- 4.Set up batch partner review windows (2x per day)
- 5.Track turnaround weekly for 4 weeks
Partners Doing Associate Work
Context
Partners at 90% utilization. Associates at 55%. Deadlines slipping.
Steps
- 1.Audit partner time by task type for last 30 days
- 2.Identify repeatable tasks for delegation
- 3.Create QA checklists for delegated work
- 4.Move 10 recurring tasks to associates
- 5.Monitor partner utilization and on-time rate
Quick Wins
Start with these immediate actions:
- Time-stamp your most common deliverable workflow this week
- Create a client input checklist with required formats and due dates
- Set up batch partner review windows
- Identify your top 3 rework causes
Related Playbooks
Want to automate this playbook?
DigitalCore tracks these metrics automatically and alerts you before problems become crises.