You can’t improve a process you don’t understand. And most organizations don’t actually understand their processes — not in a shared, clear way that lets everyone see the same picture. This chapter is about fixing that. We will learn how to pull process knowledge out of people’s heads, put it on paper in a useful form, and make sure the people who do the work own the result. No fancy tools required — just good questions, a structured approach, and a focus on what really matters.