Operations
How do you get a true picture of how operations actually run?
Start from the material that already exists and from watching the job done once, rather than interviewing everyone. Your documents and transcripts describe most of the work; a recorded capture covers the parts that only live in someone's head. The result is a model including the workarounds, not a tidied version of them.
The work we would model first
Examples, not a fixed list. Bring the process you already argue about and we will start there.
- Fulfilment and service delivery end to end
- Exception handling, and how often the exception is the process
- Handoffs between teams, where the delay usually hides
- Onboarding a new site, product or customer
What operations gets out of it
- A current picture that does not go stale on publication
- Delay located in handoffs rather than blamed on a team
- Key-person risk visible before the person leaves
- Change designed against how the work really runs
Bring one process you already argue about.
We will run it through Omni with you on your own material. You keep the model either way.