Most teams cannot describe their own processes accurately. That is not a criticism; work evolves faster than documentation.
Sit with the people doing it
Watch the work happen. You will find steps nobody mentioned, workarounds nobody approved and checks that exist for reasons nobody remembers.
Draw every branch
The happy path is easy. The branches — refunds over a limit, customers with open disputes, suppliers who reply by phone — are where agents succeed or fail.
Remove before you automate
Some steps should not be automated; they should be deleted. Mapping makes that obvious.
