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Engagement

A scoped consulting project for a client or workspace.

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Stakeholder

A participant whose perspective contributes evidence about the process, decisions, exceptions or outcomes.

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Interview evidence

Unstructured evidence captured from stakeholder conversations, including workflow descriptions, pain points and workarounds.

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Screen observation

Consent-based evidence of how tasks are performed on screen, useful for granular activity details that may be hard to explain verbally.

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Structured operational data

Records from systems such as CRM, ERP, workflow or ticketing platforms that can provide timestamps, case IDs, statuses and event sequences.

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Activity

A meaningful unit of work in the reconstructed process. Avoid treating every click or vague action as a separate activity.

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Variant

A materially different path through the process.

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Rework loop

Work that returns to an earlier step because information, quality or approval requirements were not satisfied.

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Handoff

Transfer of work or responsibility between people, teams or systems.

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Finding

A validated statement about the current state and its consequence.

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Opportunity

A potential intervention supported by evidence. It may involve process redesign, integration, automation or AI.

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Recommendation

A consultant-reviewed course of action that accounts for evidence, feasibility, value, risk and client context.