What we do
See all of it
Every path the work takes in the system log, not only the main path on the process map.
Short sessions with the people who do the work. Email approvals, spreadsheet matching and phone calls are added to the same event log as a separate, tagged source.
Understand why
Where people leave the system, why, and what it costs in waiting and rework.
Why the loops, blocks and delays happen: master data, approvals, suppliers, controls.
Put a value on it
The fix follows from the evidence, not from opinion.
Hours and dollars for each item, with the evidence and a named owner.
The result: a ranked list of fixes for each process owner. What to fix, why, what it is worth, and who carries it.
Why end to end
Function by function
End to end, as a portfolio
The four numbers
Each is shown twice: from the system alone, and with the off-system work added. The gap between the two is the finding.
DWR · Digital Work Ratio · owner: CIO
Work in email, spreadsheets and side channels is hard to see, hard to control and hard to automate.
CTE · Cycle Time Efficiency · owner: COO
The rest is waiting in queues and handoffs. Waiting ties up people and cash.
FTR · First Time Right · owner: Risk
Every correction, re-run or second approval is work you pay for twice.
CTS · Cost to Serve · owner: CFO
Built from the time each step takes, including the off-system work and the rework. Shown per transaction and per year, and reconciled with Finance.
The eight fixes
Is the work in the system (DWR)? Is it costly (CTS)? That gives four quadrants. Is the time real work or waiting (CTE)? That splits each quadrant in two.
Mostly in the system · low cost
Your benchmark. Copy it to other teams and sites.
Cheap but slow. Cut approval and handoff delays.
Mostly in the system · high cost
Too many steps. Remove the low-value ones.
Fix the design, then automate the stable path.
Mostly outside the system · low cost
The workaround is cheap and fast. Check it before you force change.
Slow but cheap. Act only if volume grows.
Mostly outside the system · high cost
Fast but manual. Fix what drove people off the system.
Slow, costly and off-system. Highest priority. Rebuild it first.
First Time Right is checked in all eight. Where it is low, a rework review is added to the fix. AI agents go where the work is already in the system and done right first time.
What Finance gets
Capacity
Effort spent on waiting, chasing, re-keying and rework, and how much of it you can release.
Cost
Built from the time each step takes, and reconciled to your ledger.
Rework
What it costs to fix work that was not right the first time, in and out of the system.
Hard cost: overtime, contractors, services removed
Cost avoided: hires not needed as volume grows
Capacity redeployed: hours moved to higher-value work
Each benefit is logged by type, so Finance can tell cash from capacity.
How the data is used
Session records carry roles, not names. User identifiers are pseudonymised when the data is extracted. The numbers are never used to assess individuals or to build a headcount case.
Tools
SAP Signavio, Celonis or our own tooling, and the platform you already run where we can. The method is the same on each, so the numbers stay comparable.