Failures and rework quietly consume time, create stress, and hide real costs.
They rarely show up as "big problems." They show up as small fixes, repeat work, and constant checking.
This step makes those visible.
Step 1: Listen for Failure Signals
While reviewing interviews, look for phrases like:
- "We usually have to redo this..."
- "This breaks sometimes..."
- "We double-check everything..."
- "This comes back wrong a lot..."
These phrases point directly to rework.
Step 2: Identify Where Errors Happen
For each task, ask:
- Where does this go wrong?
- Is the error caused by missing information, manual entry, unclear rules, or system limits?
Simple example: Invoices are often corrected because data is copied by hand from email.
Complex example: Orders fail because pricing rules change, but updates don't reach every system.
Step 3: Track Rework Frequency
Estimate:
- How often the failure occurs
- How much time it takes to fix
Even small errors matter if they happen often.
Step 4: Identify Downstream Impact
Note what the failure causes:
- Delays
- Customer complaints
- Escalations
- Loss of trust
- Extra approvals
Failures often create new bottlenecks elsewhere.
Step 5: Capture Workarounds
Document:
- Manual checks
- Shadow spreadsheets
- Extra review steps
- "Tribal knowledge" fixes
Workarounds are signs the system is broken.
Step 6: Separate Human vs System Failure
For each issue, decide:
- Is this caused by people?
- Or is it caused by the process or system?
Most failures are system problems, not people problems.
What You Should Have Now
✅ Failure & Rework List with:
- Task name
- Failure type
- Frequency
- Time lost
- Downstream impact
✅ List of workarounds currently in use
Quality Check
- Failures are specific, not vague
- Rework is measured, even roughly
- Impact is described in business terms
- No blame language is used
- Patterns are visible across teams
Next Step: With failures documented, you're ready to start mapping your core processes visually.
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