01
Embed
What happens
We sit with the people doing the job — not their manager, not a process document — and watch the actual workflow. The copy-paste. The double-check. The thing everyone does manually on Fridays. The spreadsheet that is secretly the system of record.
The decision
which workflow to attack first. This is the highest-leverage decision in the entire engagement and it is usually made for the wrong reason.
How it goes wrong
the first workflow gets chosen because it's the most visible, or because an executive named it in a meeting. Visible and tractable are different properties. A deployment that targets a prestigious workflow with fuzzy success criteria produces a demo; a deployment that targets a high-frequency workflow with an obvious right answer produces a system people fight to keep.
What we do about it
we rank candidates on four things and write the ranking down — frequency (how many times a week does this happen), pain (does the person doing it volunteer a complaint unprompted), tractability (is there a defensible right answer, or is it taste), and ownership (is there one person whose job gets easier). Anything that scores badly on ownership gets deprioritized regardless of how good it looks.
What you get from this step
a ranked list of opportunities with an argument for the order, and an explicit statement of what we're not doing first and why.
