A simple workflow map often reveals more than a long requirements list. It shows where work slows down, where information is lost and where a tool could genuinely help.
[ 01 ]
Follow one real request
Pick a recent request and trace it from the moment it arrived to the moment it was completed. Note every system, spreadsheet, email and conversation it passed through.
[ 02 ]
Look for three warning signs
- Repeat entry: the same information typed in more than once.
- Waiting time: work sitting in an inbox or queue.
- Exceptions: cases that break the usual rules and need judgement.
[ 03 ]
Agree ownership before automating
Every step needs a clear owner and a clear rule for what happens next. Once that is agreed, choosing and configuring a tool becomes much more straightforward.
