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The executive summary identifies a broken sales-to-delivery handover and founder-held knowledge as the core friction pattern, driving weekly recurring issues such as repeated client requests, inconsistent Trello usage, missed follow-ups, and reduced onboarding clarity. A diagnostic scoring section quantifies weaknesses in ownership clarity, workflow visibility, handoff strength, process documentation, and communication structure, then outlines top friction points and first focus recommendations.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":11,"@type":70,"position":76},"https://docshare.wps.com/template/presentations/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/system-friction-audit-report-sample-report/245999/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/system-friction-audit-report-sample-report/245999.png","ImageObject",442,249,{"name":88,"@type":89},"Mary Man","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-19","2026-09-12",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",10,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"What is the highest-priority issue to fix in the handover process?","Question",{"text":109,"@type":110},"The highest-priority area is the handover between the founder and the account manager at the point of client sign-off, because everything downstream depends on its quality.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"How often does the main friction occur and what is its severity?",{"text":114,"@type":110},"The primary friction theme occurs weekly, with a severity level of 4 out of 5 based on self-reported impact.",{"name":116,"@type":107,"acceptedAnswer":117},"Why does the workflow visibility problem persist across the organization?",{"text":118,"@type":110},"Trello is used inconsistently, so real status requires searching Slack and email or contacting the last person involved, creating gaps in visibility and follow-through.","https://schema.org",{"og:url":78,"og:type":121,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":123,"canonical":78},"index,follow",{"doc_id":125,"site_id":56},245999,1791719999,{"code":4,"msg":5,"data":128},{"doc_id":125,"user_id":129,"nickname":88,"user_avatar":130,"doc_module":9,"category_id":8,"category_name":11,"doc_title":59,"doc_description":61,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":101,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":25,"language":136,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":61,"update_tm":140,"read_time":47},7421720224475,"https://ap-avatar.wpscdn.com/davatar_276721f389ce27ea32af1340a28f341c","SYSTEM FRICTION AUDIT REPORT  \nPrepared by SystemaFlow  \nSample report based on a fictional business scenario. No real client information is included.  \n\n| Prepared for | Sample Agency Ltd |\n| --- | --- |\n| Submitted | 27 April 2026 |\n| Audit Focus | Client and Customer Delivery |\n| Delivered by | [SystemaFlow | hello@systemaflow.com](SystemaFlow | hello@systemaflow.com) |\n\n1. Executive Summary  \nWhat is happening: This report covers Sample Agency Ltd client delivery operation, based on the intake submission completed on 27 April 2026. The business is winning clients consistently, but the moment a contract is signed, the operation becomes reactive. Project details are scattered across Slack, email and Trello. What was promised during the sales process lives primarily in the founder's memory. The account manager begins each new engagement without a complete picture, and the first 30 days feel, as the submission puts it, \"more reactive than planned. \"  \nMain friction pattern: The dominant structural pattern is a broken sales-to-delivery handover combined with critical knowledge concentrated in one person. These two problems connect directly to every other friction described in the intake: the repeated client requests, the inconsistent use of Trello, the missed follow-ups and the founder's inability to step back from delivery.  \nWhat to address first: The highest-priority area to address is the handover between the founder and the account manager at the point of client sign-off. Everything downstream of that moment is affected by its quality. One signal is worth naming clearly: a documented process and a Trello template already exist and are not being used. Documentation alone will not resolve this. The fix requires a process that is specific, owner-assigned and embedded into the existing workflow from the moment a proposal is signed.  \nLikely business impact if unaddressed: Sample Agency Ltd will continue to lose time during onboarding, duplicate client requests, pull the founder back into delivery, and make future account manager hiring harder because the current process cannot be handed over cleanly.  \n2. Friction Snapshot  \n\n| Field | Finding |\n| --- | --- |\n| Business | Sample Agency Ltd ([sampleagency.co.uk](sampleagency.co.uk)) |\n\n\n| Industry | Agency |\n| --- | --- |\n| Audit Focus | Client and customer delivery |\n| Primary Friction Theme | Broken sales-to-delivery handover driven by undocumented process and founder-held knowledge |\n| Friction Frequency | Weekly |\n| Severity Level | 4 out of 5, self-reported. High severity, with recurring weekly impact. |\n| Main Affected Group | Clients and founder |\n| Main Cause | Unclear handoffs, missing information, too many communication channels, no single source of truth |\n| Recommended First Focus | Formalise the sales-to-delivery handover with a structured, owner-assigned format triggered at every client sign-off |\n\n3. System Friction Score  \n\n| Category | Score | What It Means |\n| --- | --- | --- |\n|  |  |  |\n| Ownership Clarity | 4/10 | Ownership is distributed by assumption. No defined task-level accountability exists for each step of the onboarding process. The self-reported ownership clarity score of 3 out of 5 and the absence of named owners per onboarding stage support this rating |\n| Workflow Visibility | 4/10 | Trello is inconsistent. Real status requires searching Slack, email and asking the last person involved. |\n|  |  |  |\n| Handoff Strength | 2/10 | The handover is a Slack message, sometimes with a document, sometimes without. No structured format exists |\n| Process Documentation | 4/10 | A checklist and Trello template exist but are not used. The checklist is too generic to capture client-specific context |\n|  |  |  |\n| Communication Structure | 3/10 | No channel protocol. Decisions are made verbally, buried in Slack or lost in email with no defined home |\n| Decision Speed | 5/10 | Routine work moves forward, but anything requiring the founder's sales context creates","cbCaikIF80Ym8yiG","https://ap.wps.com/l/cbCaikIF80Ym8yiG","pdf",486151,"English","# Executive Summary\n## What to address first\n## Likely business impact if unaddressed\n# Friction Snapshot\n## Primary Friction Theme\n## Recommended First Focus\n# System Friction Score\n## How to Read This Score\n# Top 5 Friction Points","[{\"question\":\"What is the highest-priority issue to fix in the handover process?\",\"answer\":\"The highest-priority area is the handover between the founder and the account manager at the point of client sign-off, because everything downstream depends on its quality.\"},{\"question\":\"How often does the main friction occur and what is its severity?\",\"answer\":\"The primary friction theme occurs weekly, with a severity level of 4 out of 5 based on self-reported impact.\"},{\"question\":\"Why does the workflow visibility problem persist across the organization?\",\"answer\":\"Trello is used inconsistently, so real status requires searching Slack and email or contacting the last person involved, creating gaps in visibility and follow-through.\"}]","System Friction Audit Report - Sample report | PDF",1789232685]