Three or four of you write down how your processes actually run, at the same time, without seeing each other's answers. The tool shows you every place the work depends on a person rather than a rule, what that is costing you in hours and wages, and the rule that replaces it.
Twenty minutes. Everyone on their own phone, at the same time. Map one process or up to six. Nobody can see another person's answers until all of you have finished, and that is locked at our end, not on trust.
Your answers are held only while the session is open and are destroyed seven days later. No account, no sign-in, no email address. We keep a count of what the report found, never what you wrote, never anybody's name and never the systems you use.
A real lettings agency. Four people, three processes, nobody conferring. This is the whole report including the rules and the costing, not a teaser.
If people can see each other's answers, the second person writes what they think the first person wrote, and you learn nothing. Doing it separately is what makes the gaps show up.
Most teams find the same thing. Everyone can describe the job. Almost nobody describes the same job.
Each one needs a clear start and a clear end. Not "lettings". Something like offer accepted to move-in, or works order raised to invoice paid. Add up to six. More than one is where the pattern shows, because the same name turns up in all of them.
Include whoever approves it and whoever checks it, not only the people who obviously touch it. Two to twelve people.
They go to olliverr.co.uk/handover, tap Join with a code, enter this and their first name, then start writing. Nobody sees anybody else's screen.
Write this down. It opens the report, from any device, for the next seven days. Do not give it to the room. The code above lets people write; this one lets somebody read, and reading early is the one thing that breaks the exercise.
Back to the start. Your organiser code brings you straight back here for the next seven days.
Enter the organiser code you were given when you set the session up. Not the code the team used to write their sheets.
Sessions last seven days. After that the sheets are gone and the code stops working.
One step per line, in the order they happen. Write what actually happens, not what the manual says. Nobody sees this until every one of you has finished.
Aim for six to fifteen lines. Do not worry if yours is shorter or longer than everybody else's, the tool matches them up on meaning rather than on line numbers. If a step only happens sometimes, write the normal path and mark it only sometimes on the next screen.
Ten seconds a line, and skipping is fine. "Not sure" is a real answer and worth more than a guess. A step four people use and nobody can name the owner of is the finding, not a gap in the form.
Mark only sometimes for anything that is not the normal path, like chasing a guarantor when referencing fails. Those come out of the main flow and get looked at on their own, because a branch is usually its own process wearing a disguise.
Your sheets are locked. Nothing opens until everyone has finished.
Leave this session. You can rejoin with the same code and your name, and your sheets will still be there.
Every rule above takes one decision out of somebody's head and puts it on the process. That is not paperwork. It is the only thing that gives a senior person their week back, and a senior person with a spare week is the only way anybody junior learns the hard scenarios.
Do the rules first and the technology second. Software laid over a process nobody agrees on copies the disagreement and charges you monthly for it.