Type of work: Registered intellectual work.
The idea
Not every observation is an isolated problem. Sometimes one case is a window through which we can see a challenge facing a larger group. This method supports the move from listening to verification, then to detecting repetition, analysing impact and framing the problem in a form that can be discussed.
The stages
- Listen.
- Verify.
- Detect recurrence.
- Identify affected groups.
- Frame the problem clearly.
- Develop alternatives.
- Present the idea to the appropriate specialist or authority.
- Follow up the outcome.
- Learn from the experience.
What does it not do?
The method gives its user no authority to make decisions on behalf of any entity. It is a way to improve the quality of understanding and issue framing.
Knowledge value
When every complaint is treated as a separate incident, we may address only the symptoms. When we look for the pattern, we may discover an opportunity for broader improvement.
A core principle
One person’s voice may reveal a collective need, when we know how to listen beyond the individual case.