Improve Operations

Improve flow and reliability before adding bureaucracy or automation.

Map the work

1. Read .business/context.md, metrics, customer evidence, plans, and recent reviews.
2. Select the workflow tied to a meaningful customer or business outcome.
3. Observe or reconstruct:
   • demand and arrival pattern;
   • steps, owners, systems, queues, and handoffs;
   • elapsed time versus work time;
   • errors, rework, exceptions, and customer-generated failure demand;
   • capacity, dependencies, and critical-person risk.
4. Distinguish the documented process from actual work.

Diagnose

Identify the binding bottleneck and its cause. Test whether work can be: