See what becomes visible when you understand the work.
See what became visible by talking to the people doing the work and following what actually happened.
Online Vehicle Retailer
The question
What was causing breakdowns across sales, administration, finance and management?
What we found
90% of orders needed admin correction. Lead assignment depended on one or two people, and a manager worked weekends to keep leads moving.
What became clear
The operational issues and dependencies became visible enough for leadership to see what needed attention first.
B2B Technology Reseller
The question
Why were sales handoffs and commercial visibility not working as leadership expected?
What we found
Different incentives led sales roles to pass leads back and forth. CRM visibility disappeared after a handoff, and the real process differed from the documented one.
What became clear
Leadership had evidence of where the real process, incentives and CRM handoffs were working against each other.
We Are HA
The question
Why was the customer onboarding experience breaking down between teams?
What we found
Marketing, support and technical teams each held a different view of the customer journey, leaving gaps in onboarding.
What became clear
The different team views could be brought together into a shared basis for improving customer onboarding.
What could become visible in your operation?
Start with the question you’re trying to answer.
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