Current-state mapping
Interviews plus a walk through the live tools, inboxes and spreadsheets. The map records what happens, including the workarounds nobody documents.
What it covers
Three parts, one output.
Target flow design
A redesigned path with named owners, triggers, decision rules and fallbacks. Reviewed with the people who run it before anything is written up.
Priorities and sequencing
A ranked list of changes by effort, risk and effect on delivery. We start with the two that unblock the rest.
In practice
What a process engagement actually changes
Most process work fails because it is drawn at the wrong altitude: an ideal flowchart that nobody uses on a Tuesday afternoon. We work from real artefacts — the last twenty quotes, the support inbox, the refund log — and only then simplify.
The output is a working document. Each step names who does it, what triggers it, what happens when the trigger is missing, and where the hand-off can break. Where a step only exists to compensate for a missing rule, the rule gets written instead of the step.
How it runs
Four stages over a short cycle.
Scope and interviews
A short brief, then conversations with the people who do the work — not only the ones who manage it.
Draft map, same week
A first map is shared within five working days so corrections happen while memory is fresh.
Redesign workshop
One session to test the target flow against three real cases: a normal job, an urgent one, and one that went wrong.
Handbook and hand-over
The final handbook, an editable template and a short walk-through for the team.
Deliverables
What leaves the engagement with you.
- Process handbook (editable)
- Current-state and target maps
- Owner and trigger per step
- Decision rules and exception paths
- Prioritised improvement list
- Team walk-through session
Scope boundary
We do not write employment contracts, job descriptions with legal effect, or regulated advice. Where a process change depends on an employment or contractual decision, we identify it and leave the decision — and the drafting — to your solicitor or HR adviser.
Related
Services that usually run alongside this one.
Admin optimisation
Take stock of the recurring administrative work and remove the steps that only exist by habit.
Read the serviceInternal coordination
Give meetings, reporting and hand-overs a fixed shape so decisions stop depending on memory.
Read the serviceEfficiency review
Measure where the working week actually goes, and what the bottlenecks cost you.
Read the serviceNext step
Talk through your process planning.
Tell us how the work runs today. We will reply with a short view of fit and a fixed fee for a diagnostic.