Table A1 Diagnosis steps and techniques... | Emerald Publishing

Table A1

Diagnosis steps and techniques

Steps	Techniques	Objective
Initial screening	Observation	To attain a general overview of the organisation's processes and services
Initial screening	Interview	To define intervention objectives
Back-office analysis	Systematic diagram	To understand how the organisation interacts with other organisations
	Organisational structure	To understand the hierarchical model chosen in order to organise the staff
	CANVAS business model	To understand the business model
	Business process model and notation	To understand the business process
	E3Value	To understand the exchange of value among actors involved in service delivery
	SBP	To visualise the relationships between different service components
Front office analysis	Interview	To analyse the organisation's internal functioning/service quality
	Survey	To measure customer satisfaction
	Customer journey map	To understand customer experiences toward a service
Initial evaluation	Customer journey map	To measure and evaluate the initial state of the organisation processes and services
Improvements selection	Focus group/meeting	Get the improvements list to innovate

Steps	Techniques	Objective
Initial screening	Observation	To attain a general overview of the organisation's processes and services
Initial screening	Interview	To define intervention objectives
Back-office analysis	Systematic diagram	To understand how the organisation interacts with other organisations
	Organisational structure	To understand the hierarchical model chosen in order to organise the staff
	CANVAS business model	To understand the business model
	Business process model and notation	To understand the business process
	E3Value	To understand the exchange of value among actors involved in service delivery
	SBP	To visualise the relationships between different service components
Front office analysis	Interview	To analyse the organisation's internal functioning/service quality
	Survey	To measure customer satisfaction
	Customer journey map	To understand customer experiences toward a service
Initial evaluation	Customer journey map	To measure and evaluate the initial state of the organisation processes and services
Improvements selection	Focus group/meeting	Get the improvements list to innovate