From initial review to implementation and follow-up.
The approach is adapted to the scale and context of the challenge. These five stages provide a useful structure for agreeing what needs to happen and how to support it.
Understand
Establish the challenge, context, constraints and intended result.
What we need from you
Your perspective on what is happening, who is affected and what you want to improve.
What to expect
A shared description of the challenge and the boundaries of the work.
Map
Examine the current process, information, responsibilities and tools.
What we need from you
Relevant documents, system context and access to the people who understand the work.
What to expect
A documented view of the current situation, dependencies and points of friction.
Prioritise
Identify improvements and agree what should happen first.
What we need from you
Your priorities, resource constraints and the decisions needed to proceed.
What to expect
Agreed next steps, responsibilities and an appropriate order of work.
Support implementation
Help document, coordinate and introduce the agreed changes.
What we need from you
An agreed owner, timely decisions and access to the information needed for delivery.
What to expect
Scoped implementation support, working documentation and visibility of activity.
Embed and review
Support defined ownership, usable documentation and an appropriate review rhythm.
What we need from you
Feedback from the people using the process and an owner for ongoing review.
What to expect
Usable handover materials and agreed points for reviewing how the changes are working.
The scope should fit the challenge.
Not every challenge needs a large transformation programme. A focused process review, an improved reporting routine or a focused technology assessment may be the right place to start.
The scale of the work should reflect the need, the people involved and the resources available. Scope and timing are agreed for each engagement.
Agree the scope and
responsibilities before work begins.
Before work begins, we agree the objectives, boundaries, information access, responsibilities and review points. Both parties should understand what is included and which decisions remain with the organisation.
If requirements change, we review the impact and agree an appropriate adjustment.
Tell us what you’re trying to improve, and we’ll look at what would help.
Tell us what is happening now, where the difficulty lies and what you would like to improve. We’ll review the context and consider what support would be appropriate.
Discuss your challenge