Workflow automation is often described as a tooling problem. A team sees repetitive work, connects a few systems, and expects the process to become reliable. But many workflow failures begin earlier, with a basic operating question that nobody has answered: who owns the next handoff? When ownership is unclear, automation can make an existing process move faster without making it dependable. A lead may be captured, enriched, and routed, yet still wait because no person or system is responsible...