DISCOVERY
Watch the work, not just the SOP.
A simple, reusable operating tool for teams that want clearer handoffs and less status chasing.
Use this on one real workflow
The Checklist
- Choose one real lead/job/report that recently moved end-to-end
- List every system, spreadsheet, inbox, chat, and paper step touched
- Record who makes each decision
- Mark every ownership change
- Mark every wait state and why it waits
- Note re-entry/duplicate data
- Capture workarounds and “we usually…” steps
- Record what triggers customer/internal updates
- Identify what managers ask for manually
- Compare the observed path with the documented process
Design notes
Keep It Honest
- Do not correct the team while observing; first understand why the workaround exists.
- Ask “what happens when this person is out?”
- Ask “how would anyone know this is stuck?”
How to use it
Do not complete this from memory in a conference room. Pull up one active or recently completed record and test the checklist against what actually happened. Any item that repeatedly needs a text, a side spreadsheet, or an owner stepping in is a candidate for workflow redesign.
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