How we work
Assess / Transform / Operate / Scale
Understand the problem. Make the change work.
We assess what needs attention, put agreed changes into practice and support them in day-to-day use. When the results justify it, we help extend what works. At each stage, you decide whether to continue, investigate further, pause or stop using criteria we agree together.
01
Assess
Understand the problem.
Understand the problem, check the evidence and decide what needs attention first.
Decision at this stage
What is costing the business, and what should we tackle first?
- What we do
- Agree the result you need, who decides and the limits we must work within.
- Review the relevant data and how the work happens today.
- Rank the options and identify what still needs to be checked.
- What we need from you
- The people who can make the decision, relevant records and system access, and time with the team doing the work.
- What this stage produces
- A review of the current situation with supporting evidence
- Prioritised recommendations and a defined next step
- Before the next stage
- Decide what to continue, investigate further, pause or stop.
02
Transform
Put the agreed changes into practice.
Put the agreed changes into practice and check whether they deliver the intended result.
Decision at this stage
How do we make the agreed change work in practice?
- What we do
- Agree the scope, responsibilities, success measures and work that must happen first.
- Redesign the customer experience, process, measurement or technology involved.
- Implement the change and review its results.
- What we need from you
- A sponsor who can approve decisions, team members responsible for delivery and timely access to the systems involved.
- What this stage produces
- An agreed delivery plan with named responsibilities
- Implemented changes and a way to measure their effect
- Before the next stage
- Accept, adjust or stop the work based on the agreed scope and success measures.
03
Operate
Keep the change working.
Keep the change working, review performance and improve it as needs change.
Decision at this stage
What needs ongoing support, and who should take responsibility?
- What we do
- Agree how often to review performance, who decides and what reporting is needed.
- Manage the agreed improvements and investigate performance issues.
- Share knowledge with your team and keep unresolved risks visible.
- What we need from you
- Named internal leads, current performance information and a regular way to make decisions and raise issues.
- What this stage produces
- A review schedule, decision record and prioritised improvement list
- Performance reviews and a knowledge-transfer plan
- Before the next stage
- Continue support, change its scope or hand responsibility over as your needs change.
04
Scale
Extend what the results support.
Extend what works when the results, conditions and available capacity support it.
Decision at this stage
What has enough evidence to repeat, automate or extend?
- What we do
- Check the results and the conditions that made the change work.
- Document the method and put the controls and tools needed for reuse in place.
- Plan the rollout, assign responsibilities and retain the necessary checks.
- What we need from you
- Results from day-to-day use, people responsible for rollout and a clear view of where and how the change will be used.
- What this stage produces
- A documented method or product model for reuse
- A rollout plan with responsibilities, controls and dependencies
- Before the next stage
- Extend, hold or redesign the change based on the results and rollout requirements.
Where to start
Decide what needs attention first.
If several problems compete for your attention, the Business Growth & Technology Opportunity Assessment helps you compare them. We review the evidence and recommend what to invest in, investigate further, pause or stop.