Identify / Establish the constraint and its evidence
Begin with the intended outcome and the critical customer moment. Review evidence and the baseline, listen to the team, and look for information that could challenge the diagnosis. Distinguish capability needs, operational faults, and gaps in execution controls.
Connect / Bring the owners of the solution together
Connect frontline, upstream, downstream, approval, and data roles. Clarify responsibilities, decision rights, handovers, and support. Design with the people doing the work, within the sector’s requirements and customer journey.
Propose / Design a bounded, measurable pilot
Choose the appropriate response: learning, empowerment, repair, or an execution control. Specify the pilot boundary, owner, work aid, leading measure, outcome measure, review date, and rule for continuing, refining, or stopping.
Agile / Learn before scaling
Run a small, safe pilot suited to the work. Review implementation, friction, and evidence, then refine and test again. Cycle length and boundaries follow the sector. Adaptability does not remove safeguards or justify moving the success criteria to hide a disappointing result.
Examine contribution before claiming impact
Read application and outcomes together. Record concurrent changes in demand, resources, systems, and seasonality. Use comparisons or phased implementation where feasible. State what the evidence supports and where it cannot isolate the intervention’s contribution.