We discovered the real workflow during lunch conversations.

Official process:

Create request

Manager approval

System update

Done

Real process:

Someone messages on WhatsApp

Another person updates Excel

Manager approves verbally

System gets updated later

The company was not running on the documented workflow.

It was running on habits.

This happens a lot in BrainPack deployments. The real operating system of a company usually exists between people long before it exists inside software.