In an earlier life, I participated on a team that was redesigning IT customer support for a large company. As people were prone to do then when they needed to "clean-sheet reengineer" something, we hired a facilitator and retired to a conference room for a week of debating and bickering about trouble tickets, problem diagnosis, information routing, etc. At the end of the week, the facilitator and her minions disappeared to document our deliberations. They returned early in the following week bearing flow charts.