Creating a value stream map for knowledge workers and invisible processes

Creating a VS map for knowledge workers entails the same steps you'd follow for physical processes:

1) Go see -- walk the flow, 2) Start with the customers, 3) Use a pencil and paper, 4) Don't worry if it's not absolutely "precise" etc.

The hard part is that such processes are invisible -- so go see becomes more difficult, though by no means impossible.

In a promotions process, for instance, there's no reason we can't go to the customer sites running the promo campaign & assess the current condition.