A surprising way to optimize processes is through “process shadowing,” where a neutral observer follows a process end-to-end, documenting every step, delay, and workaround without interfering. Unlike surveys or interviews, this reveals unspoken inefficiencies—like redundant approvals or manual data entry—that employees might not report because they’ve normalized them. For example, shadowing might uncover that a team spends hours reformatting reports due to incompatible tools, sparking a simple automation fix that saves time and boosts morale.
