Module 3 • 22 min
Process Discovery and Root-Problem Definition
Map the operating problem before proposing automation.Core Concept
A process map reveals where delay, rework, handoffs, and decisions create real friction. It prevents teams from automating a symptom instead of the root cause.
This choice influences the value case, implementation effort, governance requirements, and the organization’s ability to operate the system after launch.
How to Apply the Framework
Use a current-state baseline to describe the process in observable terms, including the people, systems, and exceptions involved.
Use a current workflow, its measurable baseline, and the real people and systems involved. A strategy that works only in a simplified example is not yet a decision-ready operating plan.
Decision Checklist
- State the business outcome and the bounded workflow this decision will improve.
- Identify the accountable business owner, technical owner, and required human reviewer.
- Confirm the evidence, dependencies, controls, and decision gate required before moving forward.
Worked Decision Scenario
A team requests automation for slow customer onboarding. Mapping the process reveals that the main delay is not data entry but the approval queue created by unclear exception rules.
The recommendation targets the root problem by clarifying the decision criteria and routing exceptions, rather than automating a data-entry step that would leave the queue unchanged.
Apply it
Working Exercise
Define one workflow's root problem.
Saved locally for this review prototype. Your response will become private account data when the approved course backend is connected.