A process diagram can describe the intended route while the actual work takes several detours. Improvement starts by understanding those detours without blaming the people navigating them.
Watch a real example
Trace one customer request from beginning to end. Record handoffs, waiting and repeated questions, not just the steps written in a procedure.
Ask what makes the workaround necessary
People build workarounds for a reason. Missing information, unclear decision rights or mismatched tools may be the underlying issue.
Test one change at a time
Choose a manageable adjustment, agree on what would improve, and review it with the team before expanding the change.