My Stack, My Rules: Rebuilding a Workflow to Shift Away from Repetitive Admin

In Service Delivery, repeating yourself isn’t just a waste of time; it’s a risk. Giving inconsistent answers on compliance questionnaires or rushing out complex post-incident reviews can damage client trust fast.

For NextGen’s Service Delivery Manager, Feroz Khan, his breakthrough moment came when he stepped back from the daily grind to ask a simple question: Why are we starting from scratch every single time?

1. The Core Philosophy: Eliminate Repetition & Waste

Drawing on Six Sigma principles, Feroz built his personal stack around a strict rule: if you do a task twice, stop and build a system.

“If something comes up two or more times, pull yourself back and stop there to build a system that helps you in the future. Build a process rather than relying on manual task handling.”

Relying on memory or manual effort for repetitive tasks creates friction and inconsistency. By identifying recurring pain points, Feroz shifted his focus from merely clearing admin tasks to building scalable processes.

2. The Custom Toolkit: AI-Assisted Drafts

Using internal AI training and dedicated development time supported by his manager, Feroz created two custom internal tools to handle heavy lifting:

• The Incident Reporting Tool: Instead of taking an hour to write post-incident reports from scratch following a Post Implementation Review (PIR) meeting, Feroz drops the PIR meeting extract into a custom AI setup. It generates a clear, customer-consumable narrative in just 15 minutes, reducing turnaround time by 75%.
• The Compliance Questionnaire Assistant: Client questionnaires often ask 150+ complex security questions. The tool Feroz built cross-references previous answers, policy updates and company posture to deliver precise, consistent responses for complex questions without oversharing.

3. The Golden Rule: AI as a Launchpad, Not a Substitute

• While his tools automate drafting, Feroz emphasises that systems should support human judgment, never replace it.“There’s always going to be a need for a human touch, because these answers cannot flow through without a checkpoint.”

Having a pre-built narrative ready to refine means his team isn’t burned out by “blank-page fatigue”. They spend their energy polishing finer details, ensuring compliance and delivering high-value outcomes for clients.

For Feroz, true efficiency isn’t about working faster; it’s about building intelligent safeguards so you never have to solve the same problem twice.

Take Action:

• Reflect: What repetitive task in your workflow could be converted into a reusable system or template this week?
• Share: Have you built an internal automation tool that saved your team time? Join the discussion in the comments below.

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