Find the owner by responsibility
The Northstar Services example uses roles rather than personal names so questions can follow the work.
Use the role matrix to identify a sensible first contact. If the listed role is unavailable or ownership is uncertain, start with the shift lead, who can route the question through the approved local process.
Worked role matrix
Example responsibilities for a fictional warehouse team.
| Need | Responsible role | First contact or action |
|---|---|---|
| Clarify an open shift handoff | Shift lead | Review the handoff record and assign the next follow-up owner |
| Locate the procedure for a task | Process owner | Check the approved library; ask the process owner if scope or revision is unclear |
| Coordinate a work-area follow-up | Area coordinator | Share the observed status and the specific follow-up needed |
| Raise a safety concern | Designated safety contact | Use the approved local reporting route; for urgent concerns, follow emergency procedures |
Role-based contacts
Shift lead
Shift coordination and unresolved handoff ownership
Department: Warehouse Operations
Process owner
Standard-work content, scope, and revision questions
Department: Process Operations
Designated safety contact
Safety concerns routed through the approved local channel
Department: Site Safety