Picture this: A patient walks into the doctor’s office and says “doc, every time I raise my arm it hurts”. Of course you know the punch line. But can you see the analogy? Fill in the blank: Every time we _____, our customers/services/users hurt (how?) To identify and improve pain areas, you must analyze the overall performance and capabilities of your services, processes, people, partners and underpinning technology. Do you know how they support desired business outcomes and where they fall short? The first step is to identify the “as-is” state in order to document current performance and justify the need for improvement. Part of this step will involve determining what needs to be measured and who is going to collect, process, analyze and synthesize the data into useable information. Key stakeholders will need to be identified and engaged in order to understand the intensity of their pain, the residual impact and their input into possible opportuniti