When every request waits for approval, where is the bottleneck?
If every request waits for one person, work can slow down even when everyone knows the process. An “Approve” button does not answer who can decide independently and when a request must be escalated.
Classify the work before digitising it
Take one frequent request type. Separate cases that can follow a clear rule, cases an owner should check and exceptions that need a manager’s decision.
Agree who takes over when the approver is away, when a reminder is useful and which details a decision requires.
Make status visible
A clear process shows requesters where work stands, who owns it and what happens next. Reviewers should have enough context without chasing it through chat.
The appropriate change history and reasons for rejection help people understand the decision and continue working.
Build after responsibility is clear
With roles and rules agreed, software can route requests, notify owners and record status. When decision rights are still vague, a new tool may only make the queue look cleaner.