Diagnose: Step 1
Step 1: Understand Challenges & Pain Points
- Obtain a sense of business/ work processes that are potentially lacking
- Formulate hypotheses to focus on areas of optimisation
- 2-pronged approach looking at both processes and job-holder perspectives:
- Which processes are sub-optimal?
- Which processes have the greatest impact on customers?
- Which work processes are the most labour-intensive, time consuming and costly?
- Process maps
- Customer satisfaction database
- Technology disruptions