03Method
We look at how work actually happens.
Ops North examines the relationships between the areas that shape how an organization produces its outcomes.
Workflows•Ownership•Decisions•Information•Quality•Knowledge•Measurement•Controls•Customer Experience•Cross-functional Coordination•Capacity•Adaptability
01
Reality before documentation
Documentation is evidence of how work was designed. It isn’t automatically evidence of how work actually happens.
02
Symptoms aren’t always causes
A quality problem may originate in information flow. A staffing problem may originate in unnecessary work. A performance problem may originate in unclear decision boundaries.
03
Informal doesn’t always mean broken
Some workarounds are waste. Others are successful adaptations that the formal operating system hasn’t caught up with yet.
04
Measurement is part of the system
A dashboard can be technically accurate while still giving leadership the wrong picture.