Find the real problem first. Then fix it.
Transformation programmes rarely fail for lack of technology. They fail for lack of agreement on what is broken. We start by building one evidence-based picture of the problem, then deliver the changes it points to.
Sound familiar?
- Everyone agrees something is wrong, but the proposed fixes pull in opposite directions
- Departments that each see a different part of the picture
- A programme that has produced plans, but few changes people notice
- Processes held together by manual work and workarounds
- One shared, evidence-based view of the problem
- A prioritised plan, owned by the teams who have to live with it
- Changes delivered in production, not only recommended
- Measures that show whether it worked
Four steps, one team.
- 01
Listen widely
Interviews across departments and with the people closest to customers, not only headquarters.
- 02
Trace symptoms to causes
Connect what each group reports, and find the few root causes behind many complaints.
- 03
Agree the plan
Show the evidence to the teams, decide together what to fix first, and how to measure it.
- 04
Deliver and adopt
Build the fixes in short cycles, and support people through the change until it sticks.
In high-stakes work, a fix aimed at the wrong problem costs twice: once to build, and again in the trust it loses. Evidence first keeps the programme honest.
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