Diagnose
Where does work stall?Follow real cases across teams. Separate time spent working from time spent waiting, then agree which constraint deserves attention.
Output / Validated current-state map and priorities
Method
How an engagement runs
Every stage ends with something management can review. Scope can stop at diagnosis or extend through the pilot, rollout and handover.
The engagement
Three phases, each with an output you can review
Redesign
What should change?Work through the handoffs, decision rules and exceptions with the people doing the work. Test the proposed route against a difficult case.
Output / Future workflow with named owners
Implement
Will it hold in practice?Pilot the new process, train the team and review performance against the baseline before extending the rollout.
Output / Rollout decision and handover plan
Measurement discipline
Agree what counts as improvement
Before a pilot, the starting value, data source, case population and measurement period are recorded. At review, changes in volume and case mix are accounted for. Where the data cannot support a conclusion, the review says what still needs to be measured.
Delivery sequence
Five steps across the three phases
01 / Step
Frame the decision
Agree the business question with the sponsor, the boundaries of the work and the evidence needed to proceed.
Management review
Engagement brief and success criteria
02 / Step
Establish the baseline
Observe work where it happens. Compare interviews with transaction records and validate the current workflow with the people involved.
Management review
AS-IS map, baseline and evidence gaps
03 / Step
Design the future workflow
Compare alternatives against customer needs, control requirements and team capacity. Agree who decides, who acts and how exceptions move.
Management review
TO-BE design and implementation priorities
04 / Step
Test under operating conditions
Run a bounded pilot. Track exceptions, train the people responsible and adjust the design before a wider rollout.
Management review
Pilot findings and rollout decision
05 / Step
Transfer ownership
Review performance with the process owner. Agree how issues will be escalated, how procedures will be updated and when management will review progress.
Management review
Handover pack and review cadence
Start with a decision your team needs to make
Use a diagnostic when the cause is uncertain and a wider programme would be premature.
Book a 30-minute call See the Operations Diagnostic