Start with role and outcome
- What are you responsible for in this process?
- What does a good outcome look like?
Reconstruct the workflow
- What triggers the work?
- What do you do first?
- What information do you need?
- What happens next?
- Who do you hand off to?
Find decisions and exceptions
- Where do you need to make a judgment call?
- What cases do not follow the normal path?
- What happens when information is missing?
Find friction
- Which part takes the most time?
- Where do you repeat or re-enter work?
- Which systems do you switch between?
- Where does work wait?
Find root causes
- Why does that problem persist?
- What has been tried before?
- Is the constraint technical, policy-related, organisational or behavioural?
Quantify carefully
- How often does this happen?
- Roughly how long does it take?
- Who else is affected?
Close
- What have I not asked that matters?
- If you could change one thing in this workflow, what would it be and why?