When performing an audit for an external team you should always judge carefully in the lack of details. With team size growing and distribution among location raising, you can easily find yourself trapped by false ideas and incorrect assumptions. In this talk, I'd like to go over some practical tips we use when facing complex audit tasks with no direct access to people or established processes.
It often happens so that a very specific and balanced process appears to preserve status quo that satisfies team member yet leading to productivity decrease and customer anxiety raise. A full-stack analysis performed by an external expert with the ability to dive into the routine process could give you a clue to what actually slows down the process and how to fix it with both saving the team spirit and introducing required process changes.