You elect to conduct several Understand phase workshops to process model (map) the current processes, gather high-level metrics, and complete the People Capability Matrix.
You have also elected to conduct a Voice of Customer exercise from a student point of view.

During a workshop the process consultant requested the participants to specify their key problems and the root causes of the student onboarding process which is considered to be lengthy with many errors and delays.
Assignment guiding questions

1 Which processes did you complete process models for?
2 What high-level metrics did you collect and what did you learn from this?
3 For which processes did you complete the People Capability Matrix and what did you learn from this?
4 What quick wins can you identify based on your analysis so far?