You're mapping how work is delivered after a customer, request, or job is approved—how it actually gets done, not what project plans say.
Step 1: Define the Delivery Start Point
Identify when delivery officially begins:
- Deal marked "closed"
- Job approved
- Request accepted
- Contract signed
Write this clearly. Everything after this is delivery.
Step 2: List the Core Delivery Steps
Write down each major step required to complete the work. Keep steps simple and in order.
Simple example: Kickoff → Work execution → Review → Delivery → Close
Complex example: Kickoff → Data prep → Internal review → Client review → Rework → Final delivery
Step 3: Assign Ownership
For each step, note:
- Who is responsible
- Which team owns it
If ownership changes mid-step, flag it.
Step 4: Identify Decision Points
Mark where delivery pauses because:
- Approval is needed
- Questions must be answered
- Information is missing
These are delivery bottlenecks.
Step 5: Track Tools and Systems
For each step, write:
- Tools used
- Manual work involved
- Data created or updated
Step 6: Highlight Friction and Rework
Flag steps where:
- Work is sent back
- Errors are common
- Quality checks slow things down
- Delivery timelines slip
What You Should Have Now
✅ Delivery Process Map
✅ Step-by-step flow from start to finish
✅ Ownership and decision markers
✅ Friction and rework indicators
Quality Check
- Delivery flow is easy to follow
- No steps are skipped or assumed
- Ownership is clear at every step
- Bottlenecks are visible on the map
Next Step: With delivery mapped, you're ready to map how you support customers after delivery.