"Go see the business process" (Gemba Walk) method:
- Direct Observation: Best practices in process analysis and root cause analysis tell us that It's crucial to step away from the desk and observe the business process directly where the problem is occurring, phisically if that is possible, or with direct remote interviews where process owners can literally tell us and show us practically what they do daily and how. This helps avoid assumptions and ensures accurate identification of root causes.
- Engage with the Team: We need to interact with all functions involved in the process (directly or indirectly), so to have a 360 degree view and understanding of the process and identify better the root cause of the manifested problem.
- Process Mapping: By mapping the process step-by-step we can not only understand how the as-is process works and identify the root cause of a manifested problem, but also identify possible process delays or inefficiencies pinpointing areas for improvement. For example, a financial institution can be analized and we can find a way to improve their loan application process by identifying and addressing communication gaps and lack of metrics.