Make the baseline visible
Document how a task is completed today, including exceptions and the work people do around the formal process. Choose measures that reflect the problem the team is trying to solve.
Include the exceptions
Routine cases are only part of the job. Define how an automated workflow hands an unusual case to a person and what that person needs to review it effectively.
Follow through after deployment
Review the actual operating process rather than relying on a demonstration. Look at the quality of outputs, the support required and the effect on the people responsible for the next task.
