Problem trees

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Overview [KS – do we need this? – there are others where they have different names, but we’ve not has a separate page for them]  Also known as The tool Why use it When to use it How to use it Strengths Weaknesses Similar to Tree diagram Use in conjunction with Complemented by Example(s) Additional […]

Problem statement

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Overview TBA Also known as The tool Why use it When to use it How to use it Strengths Weaknesses Similar to Use in conjunction with Complemented by Example(s) Additional information

Horizon scanning

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Overview Horizon scanning is used to detect emerging threats and opportunities, and to guide decision and policy-making ahead of actual events. Horizon scanning enables you to anticipate change and, by extension, helps the organisation to be proactive rather than reactive. Also known as Competitive intelligence. Environmental scanning. Foresight process. The tool Horizon scanning involves the […]

Benefits realisation

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Overview Benefits realisation makes sure the potential benefits of a project or programme of change are achieved. Benefits realisation helps you identify, define, measure, and monitor the improvements you make when carrying out improvement or change projects. Also known as The tool Stages of a project Questions you need to ask Benefits review plan Stages […]

Brainstorming

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Overview Brainstorming is a tool for helping to generate ideas relating to a specific question or issue. Also known as Thought showering The tool Alex F Osborn is credited as being the originator of the brainstorming concept. According to Osborn, two principles and four rules should be borne in mind when brainstorming. Principles Defer judgment. […]

Business Model Canvas

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Overview Business Model Canvas is a way to visualise your business. You can use this to map, discuss, design, and invent new business models. Also known as The tool The tool can be used to describe, design, and develop a service. The canvas breaks the business down into chucks that help you to visualise the […]

Cause and Effect analysis

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Overview Cause and effect analysis is a discovery tool used to identify possible causes of a problem so they can be removed, ensuring the problem won’t happen again. Also known as Root cause analysis The tool Information is gathered in a group setting or workshop. Members of the group should be recruited so that multiple […]

PDSA cycle

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Overview The Plan-Do-Study-Act (PDSA) Cycle is used to help conceptualise the process of continuous, and iterative, improvement. Also known as Deming cycle. Improvement cycle. Plan-Do-Check-Act (PDCA) cycle. The tool The model ensures impacts of incremental improvement actions are monitored, measured, learned from, and responded to in appropriate ways. The four stages of the cycle are […]

Love and hate letters

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Overview Writing a mock letter to a service provider gives people an opportunity to draw upon the emotions they experience when interacting with that service for real. Also known as The tool By asking participants to write their experiences down as either praise or complaint, you can gather insights into what aspects of a service […]

Observations

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Overview Information is gathered about people’s behaviour through watching how they navigate through a process / service journey, highlighting any areas where they experience difficulties. Observation can provide new insights, additional to those related during workshop discussions. Also known as The tool Observation may be: Participatory In participatory observation you interact with the user as […]