Illustrative example: a quoting diagram may show preparation, approval and sending, while operator review reveals missing-information checks, hand-offs and exceptions. Actual counts need observation.
Why this matters for AI
Automation based only on a diagram can miss exceptions. Validate observed work, acceptance criteria and recovery before assuming production suitability.
How to find the real process
- Shadow the work live, on real cases, with the people who do it.
- Initial assessment uses authorised redacted samples. System read access needs a separately approved scope; sandbox and production actions require further authority.
- Categorise every exception. The exceptions are the process.
- Count hand-offs. Each one is a delay, a risk and usually a missing integration.
The exceptions aren't noise around the process. They are the process.