1. Describe the problem
What is happening, who is affected, and why does it matter? Describe the gap without prescribing a tool.
Problem statement:
2. Separate evidence from assumptions
What observations or records support the statement? Note sources, dates, limitations, and competing explanations. Who will investigate each unknown?
Evidence and open questions:
3. Define a useful outcome
What would improve for clients or colleagues? What must remain protected? Distinguish the outcome from a delivered task or system.
Intended outcome:
4. Agree how to measure progress
Record the primary measure, its calculation, data source, baseline, target, review period, and accountable owner. If the baseline is unknown, agree how to establish it first.
Measure and baseline:
Quality, risk, and workload measures:
5. Connect the work and its owners
Name the program owner and the owners of the main work areas. Record requirements, dependencies, decision rights, and what evidence will demonstrate completion.
Owners and dependencies:
6. Compare possible responses
Consider a process improvement, existing tools, and new technology where relevant. Compare each against requirements, cost, adoption effort, and essential controls. Record trade-offs and the decision owner.
Options and decision:
7. Plan a manageable test
What will you try, with whom, and for how long? What evidence would make you continue, change, or stop? Set the review date before starting.
Test and next review:
8. Learn and decide
What changed in the outcome and supporting measures? What remains uncertain? Agree the next action, owner, and date.
Next action: