Sit in on a real piece of work getting done and watch where it gets stuck. The org chart tells you who's involved. It doesn't tell you where the friction actually is.
A process map tells you who's supposed to be involved. It doesn't tell you where work actually gets stuck, who gets skipped in practice, or which step everyone quietly routes around. You only see that by watching it happen.
Watch where work stalls, not where it's supposed to stall
The documented handoff point and the actual bottleneck are often two different places.
Notice the workarounds
A workaround is a process complaint nobody's filed yet. If people have quietly built their own fix, that's a signal worth more than a survey.
Ask this in your 1:1s
"Walk me through what actually happens when [a common task] comes in." · "Is there a step in our process that everyone just skips?" · "Who do you go to when the official process doesn't work?"