How You Know It's Working
Documentation for its own sake is busywork. These are the signals that tell you whether the map is actually making operations run better — and they're the same metrics you'd use to prove the ROI to anyone who asks.
Time to answer
How long before someone finds what they need without asking the person who 'just knows.' If this number isn't dropping, the map isn't working.
Interruptions per week
The number of questions routed to a single person — usually the owner. Track it before, track it after. That delta is the ROI.
Handoff delay
Time between a request and the next owned action. Every hour of delay is an hour of lost momentum. Shorter is better. Zero is the goal.
The vacation test
Can the owner leave for a week without everything falling apart? If not, the map isn't done yet. This is the only metric that ultimately matters.
What We Won't Do
No documentation theater
We won't help you build long, static docs that look impressive in a deliverable and go stale in a month. Everyone's built those. Never again.
No duplicate systems of record
If work happens in a system, the map links to it — it doesn't copy it. One source of truth means one source of truth.
No unowned workflows
If a process doesn't have an owner, it doesn't get published. Period. Ambiguity is not a feature.