The observation
Formal roles explain who is expected to do the work. Informal coordination often explains how the work survives its interfaces. The colleague who checks an exception, translates a request or remembers a missing dependency may be absent from the approved process and central to its actual performance.
- 01Formal process
- 02Informal work
- 03Operational contribution
- 04Redesign
What follows
Discovering that work is a prerequisite to changing the process. Removing an apparently redundant role without understanding its contribution can produce an elegant design and a suddenly unreliable service. The redesign should account for the work before deciding where it belongs.
