Understand how things actually work—not how they’re supposed to work.
Process documents show ideal workflows. Your team shows reality. Those workarounds they’ve developed? Some are inefficiencies. Others are brilliant adaptations to problems you don’t understand yet. The difference isn’t obvious until you’ve watched long enough.
Take Action: Spend an hour today walking your operation end-to-end. Don’t fix anything. Just observe and take notes on what you see.