Different accounts of a handoff

In a fictional repair workshop, the reception team says technicians receive all job details at the start of each shift. Technicians say some changes arrive only through informal messages after work begins. A customer survey reports confusion about expected completion dates, but it does not identify which jobs had missing details. The analyst can interview staff, observe a handoff and examine a small permitted sample of job records. No individual employee is accused of deliberate wrongdoing, and the survey is not a complete population study. The task is to understand information needs and confirm the meaning of the findings before designing a replacement process or blaming one group.