Applied Velocity
How it works

02 / Map the work

See how work really moves.

Follow a piece of work from the moment it begins to the moment it is done. See who picks it up, what they need, where they wait and why it gets sent back.

Following a customer request
A real request / Step by step

From question to answer

3 delays
Customer asksSupport team
Find out what happenedOperations8 min wait
Check the detailsCustomer records
Ask for a decisionTeam leadSent on twice
Reply and recordSupport team
Customer record
Payment record
Email thread
Why it works

One clear picture shows what people expect to happen, what actually happens and where they stop matching.

How it works

Follow one piece of work.

  1. 01
    Follow

    Take one piece of work

    Start with something people need to get done and follow it from the first request to the final answer, one step at a time.

  2. 02
    Join

    See who relies on whom

    Show who picks the work up, what information they need, who must make a decision and where another team has to step in.

  3. 03
    Notice

    Find where people get stuck

    Mark the places where people wait, repeat work, chase an answer or send something back because an important detail is missing.

What the work asks of people

See the delays people have learned to work around.

Put the whole journey in one place so every team can recognise its part. People can agree where the real difficulty lies before anyone proposes a new tool or a new way of working.
How one request moves
Where people struggle
Customer supportHear requestAsk follow-upReply
OperationsFind the ownerPiece together historySend on
FinanceCheck paymentConfirm answerSend back

What slows people downThe request changes hands twice before anyone has the full story.

Next / Choose what matters

Choose what to improve first.