Look beyond the individual process
A process can be well documented and still fail when teams have competing priorities. Examine the decisions, handoffs and information surrounding the work. The source of friction may sit between functions rather than inside one task.
Clarify how work moves
Define who owns the outcome, who makes decisions and how exceptions are handled. Make dependencies visible so teams can identify a blocked handoff before it becomes a recurring delay.
Build a useful rhythm
Bring the right people together around a small set of operational measures and decisions. Use the rhythm to resolve obstacles, then revise the process based on what the team learns.
Put it into practice
Trace one customer outcome through the teams and systems that deliver it. Look for the handoff where work most often stalls.