assets/courses/html-deck/files/practice/brief-en.md

# Proposed workshop intake process

Entirely fictional case. Officina Arco wants to discuss a proposed repair-request intake process with its staff. The presentation is for an internal meeting; the process still needs a trial and has not been adopted. No measurements of savings, errors or satisfaction are available.

Requests currently arrive by phone and on paper at the counter. Sometimes a contact detail or problem description is missing. Staff must call the customer back before clarifying the requested work. This is a qualitative observation reported by the owner, not a measured sample.

The proposal is a shared form recording contact details, bicycle, the problem described by the customer and an agreed way to contact them. Do not invent a diagnosis or delivery promise. Sara would gather and clarify requests; Paolo would assess the work and prepare the quote.

Proposed sequence: collect the request; clarify missing information; have Paolo assess the work; communicate the quote and obtain confirmation before proceeding. If additional work emerges, propose it to the customer and await confirmation. This is not a new legal rule or an approved policy.

The meeting should decide whether to trial the form and who will collect staff feedback. Agree roles and conditions before the trial. Afterwards, examine whether requests are understandable and what needs correction, without claiming unmeasured results.