When you read the post-mortem of an operational loss, you rarely find a single point of failure. You find a sequence: a missing email, a stale spreadsheet, a process that does not have an owner on Fridays.
Handoffs are where losses happen
Every system boundary is a place for the truth to drift. The longer the process, the more boundaries.
Fewer hands, traced ones
When the agent owns the file end to end, the handoffs disappear. What is left is a single, traceable record of who decided what — and why.