| What are we trying to improve and why? (problem, issues and the root cause) | |
| What demands on our services can we change or better manage? | Demand analysis |
| Can we organise our workplace to help us work more efficiently? | 5S |
| Are our processes working as best they can do deliver value to our customer? | Process mapping, Value stream mapping |
| Are we missing opportunities for improvement by walking right past them? | Waste wheel |
| Are we seeing what our customers see, and when we solve problems, are they solved? | PDSA, Customer Journey Mapping |
| Where are we now? (current state) | |
| 5Whys, Process mapping, Waste wheel, Value stream mapping, Measuring for improvement, PDSA, A3 | |
| Where do we want to be? (future state) | |
| Process mapping, PDSA, Value stream mapping, A3 | |
| How do we know that a change is an improvement? (measure it) | |
| Measuring for improvement, PDSA | |
| How do you take people with you? | |
| Stakeholder analysis | |
| How successful were we at achieving our aim and what can we learn? (learning) | |
| After action review | |