Enabling organizations to solve challenges requires a concrete game plan. Our approach leverages a range of process-oriented perspectives, like systems thinking and human-centered design. While we can't predict where this approach will take us in each project, these steps help guide our problem-solving work.
1. Understand all of the details first.
We're not experts in every topic area—but we are skilled at quickly getting smart on new subjects. Our first step is to deep-dive into your organization, team, processes, and procedures to start to understand the context of the problem. This typically involves continually asking "why?" about the status quo.
2. Talk to staff to get their insight.
Staff are experts in the tasks that they perform and often have insights into what is and isn't working. Talking to staff helps us understand the "ground truth" of an organization and its operations. We'll conduct one-on-one conversations with staff to give them a safe space to share their observations and ideas.
3. Explain complexity using visuals.
Organizations and processes can be difficult to make sense of. That's why we create visual explanations of how things actually work. We might create a blueprint that maps out the steps of a process or a diagram that shows the skills that different employees need to be successful in their jobs.
4. Create a playbook for the new solution.
Every solution needs a how-to manual. Since our goal is to create an action-oriented solution, we'll create a playbook that details how to implement our solution. This might include a process map, roles and responsibilities, or training materials. The playbook is meant to be a living document that grows over time.
5. Test the solution to make sure it works.
Solutions that only work on paper aren't solutions. We'll work with you to translate the playbook into a pilot of the new solution. The pilot will help ensure that the solution adapts to your reality. We'll collect feedback from your team to identify process improvements and hand-off the work to your organization.
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