ABSTRACT
After the service families have been scoped and selected, the next step is to create a current state map of how information flows and knowledge is captured in order to perform the service. It is important that when creating the current state map a team does it together by walking the office and asking questions of the people performing the work, such as:
How do you know what to do next?
Where do you get your work from?
How long should it take you to perform your work?
Where do you send your work once you are finished with it?
How do you know when to send your work?
What systems are required for this process?
Is there a range of times required for the different types of work that come through this process?
Do you ever have to clarify anything with other people via phone calls, emails, or some other means?
Are you or other people available all the time to complete this work?
How long does work typically wait before you can get to it?
Is work delayed? If so, is it due to internal (within our company) or external (outside the company) reasons?
