Start with the Purpose of the Process
Think / ask / identify: “What is this process meant to maintain, build, protect or control over time?”
You’re not just interested in its immediate output (e.g. “send an invoice”) but its longer-term effect on something that accumulates.
Look for answers like:
- A manageable volume of tasks
- A well-informed workforce
- A resilient customer relationship
- A stable cost base
- A healthy team morale
Ask What Builds Up or Drains Away
Think / ask / identify: “What might gradually accumulate or be depleted if this process is overused, neglected, or changed?”
Examples:
| If the process… | Then the stock is… |
|---|---|
| Builds internal user documentation | Organisational knowledge |
| Responds to help tickets | Backlog (unresolved requests) |
| Handles complaints poorly | Customer trust |
| Delivers new starter training | Team capability or confidence |
| Assigns repetitive tasks with no recognition | Staff motivation or engagement |
Look for Process Outputs That Aren’t Immediate
Look for things like:
- “Reduces risk”
- “Improves compliance”
- “Builds reputation”
- “Establishes relationship”
- “Develops skill”
These are rarely discrete one-time outcomes - they are cumulative effects, and therefore indicate stocks.
Distinguish Stocks from Flows
| Term | Description | Example |
|---|---|---|
| Stock | Something that builds up or depletes | Trust, backlog, data quality |
| Flow | The rate at which the stock changes | Number of support tickets per day, complaints handled per week |
Try to name both:
- “This process reduces the backlog (stock) by handling X tickets per day (flow).”
- “It builds knowledge (stock) by completing documentation (flow).”
Use Stock Categories as Prompts
Common intangible stocks in business contexts:
| Category | Common Stock Examples |
|---|---|
| Workload | Backlog, task queue, WIP |
| Resources | Inventory, budget, headcount |
| Capability | Knowledge, training, technical skill |
| Experience | Customer goodwill, trust, satisfaction |
| Compliance | Audit readiness, legal alignment |
| Wellbeing | Morale, burnout risk, psychological safety |
Ask: Does this process affect the level of any of these over time?