Watch the work, not just the SOP.

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

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?”

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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