Open any company's documentation and you will find a clean diagram of how work flows. Spend a day with the people doing the work and you will find a different diagram entirely. The gap between the official process and the real one is where leverage lives, and the shadow process map is how you find it.
How to map it
Pick one end-to-end workflow that matters: onboarding, an approval, an incident response. Sit with three people who execute it, separately, and ask them to walk through what actually happens, step by step, including the workarounds. Compare to the documented process.
What you will find
Steps that have been quietly skipped for months. Workarounds that became standard. Approvals that are theatre. Handoffs that route through one heroic person who is one quarter from burnout. The shadow process is the real one; the documented process is aspirational.
What to change
You have two choices for each gap: change the documented process to match reality (often the right call), or change reality to match the documented process (sometimes the right call, but it requires fixing the reason the workaround exists). Either way, the gap is the leverage point.