01 · Challenge
What needed to change
Phone-based intake and spreadsheet tracking left teams without consistent case history, reporting, or handoffs. A distributed organization needed a common process that could accommodate local requirements.
← Track record
Enterprise workflows
Replacing spreadsheets with connected workflows.
HR case management and incident reporting moved from phone-and-spreadsheet processes to shared platforms serving 300+ venues across two countries.
Led by Fahad “Hadi” Petterson in a prior enterprise role · 2020–2026
The result
300+venues across two countries
Founder’s prior experience, not a Kosma client engagement.
BEFORE
→Phone-based intake
Spreadsheet tracking
Inconsistent handoffs
AFTER
Structured case intake
Shared case history
Reporting and clear ownership
02 · Approach
How the work was delivered
HR case management was configured in Jira using native workflows, fields, and reporting. Role-based access and regional configuration supported local operations. The same architecture was then extended to incident reporting.
03 · Results
What changed
- Deployment across 300+ venues in two countries.
- Documented case history, structured handoffs, and response-time reporting.
- Both systems remained core to operations five years after the initial implementation.
What this means for your operation
The same design principle applies when plant and office teams exchange requests through spreadsheets and calls: create a shared record, define who owns each step, and make progress visible.
Engineering detail
The platform used Jira’s native configuration capabilities rather than extensive custom code. Workflows, access controls, and consolidated reporting supported regional differences while allowing the systems to evolve with the platform. The approach was reused across HR case management and incident reporting.
More selected work
Explore another project.
Your next step
Working through a similar challenge?
Talk with Hadi about your systems, priorities, and what needs to change.