Start by tracing one request through the operation. Identify the input, the person responsible, the next handoff and the decision that allows it to move.
Illustrative example: a maintenance request is copied from a message into a spreadsheet, then copied again into a weekly report. A new platform may help, but first define the required fields, the owner of the record and the acceptance check at each handoff.
A small process map can show request received → information checked → work assigned → completion recorded → exception reviewed. Mark the points where a person waits, re-enters information or makes a decision without the required context.
Compare the proposed change against an agreed baseline. A shorter handoff time, fewer missing fields or clearer ownership may be more useful than counting software logins.
Keep this first change bounded. Review it with the people doing the work, document the exception path and expand only after the revised process is usable.
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