How we work, phase by phase.

1. 0Free visual explorationFreeShow us one specific process and we will show you visually how it could work better.

   Let you see a possible improvement before you commit.

   Indicative duration45 to 60 minute session · Includes 1 to 2 hours of internal preparation.

   Phase 0 is not a working application, an audit or a full assessment. It is a first conceptual look at how the process could be improved.

   Activities

   • Hold a first session of 45 to 60 minutes.
   • Agree in advance on one small, clearly bounded process.
   • Listen to the client's main problem.
   • Identify the people who take part in the process.
   • Review any examples or non-sensitive information available.
   • Note, preliminarily, the waits, manual tasks, duplication or visible difficulties.
   • Prepare a conceptual representation of a possible improvement.

   Verifiable deliverables

   • A conceptual visual representation: a flow, a board or an interface, whichever fits.
   • A short summary of the problem observed.
   • A recommendation on the next step.
   • A preliminary explanation of how Agora Labs would approach the process.

   Criterion to move on

   The client decides whether to contract phase 1 for a formal assessment.

2. 1Assessment, definition and measurementWe understand the current process, frame the problem and establish how it will be measured.

   Understand the problem, confirm that it matters, set the initial scope and build a reliable baseline before deciding whether to improve, digitise, automate or combine solutions.

   Indicative duration2 to 4 weeks · Depends on the scope, the availability of information and the reliability of the data.

   Activities

   • Interview the key people within the agreed scope.
   • Map the current process.
   • Define the problem, the objective, the scope and the responsibilities.
   • Identify the needs of the client and of the users.
   • Review the availability, quality and reliability of the data.
   • Define indicators and measurement rules.
   • Establish a baseline or, where there is not enough data, a plan to collect it.
   • Identify risks, constraints, dependencies and stakeholders.
   • Determine which phases and tools the project actually needs.

   Verifiable deliverables

   • A map of the current process.
   • The problem, objective and scope, documented.
   • An indicator sheet with formula, source, frequency and owner.
   • A baseline, or a data collection plan.
   • A list of risks, constraints and assumptions.
   • A recommendation of the methodological route needed.
   • Owners and validation points, defined.

   We select the method to fit the problem

   • If there is a process that is failing or falling short, we can use DMAIC.
   • If a wholly new process or solution has to be created, or a deep redesign is needed, we can use a design-and-verify approach informed by DMADV.
   • If technology has to be built in a complex environment, we can work through Scrum or agile cycles.
   • If there is a continuous flow of requests, support or maintenance, we can use Kanban.
   • If the problem is small, bounded and open to a quick intervention, we can apply Kaizen and Lean tools.
   • In any of these cases, ISO 9001 contributes the process approach, risks, responsibilities, documented evidence, follow-up and continuous improvement.

   We do not impose a methodology. We select only the tools the work needs, based on the problem, the risk, the information available and the client's reality.

   Criterion to move on

   The client validates the problem, the scope, the indicators and the recommended route.

3. 2Analysis and quick winsWe identify the demonstrable causes of the problem and evaluate low-risk improvements.

   Identify the relevant causes and implement simple improvements that do not have to wait for development.

   Indicative duration2 to 3 weeks · Depends on the available information and on the complexity of the causes.

   Activities

   • Analyse errors, waits, rework, bottlenecks and activities that add no value.
   • Identify potential causes.
   • Validate the causes using data, observation and the evidence available.
   • Prioritise opportunities by impact, effort, risk and feasibility.
   • Try simple, safe improvements where that is possible.
   • Measure the initial effect of those trials.
   • Record the limitations of the data and of the results.

   Verifiable deliverables

   • A prioritised matrix of causes.
   • The evidence used to validate the causes.
   • A matrix of improvement opportunities.
   • A plan of quick actions.
   • A record of the trials carried out.
   • The result observed and the limits of the measurement.
   • A recommendation of which improvements should go through to design.

   Criterion to move on

   The client validates the prioritised causes and approves the improvements that will be designed.

4. 3Process and solution designWe design the future process and determine whether it actually needs technology.

   Design the future process first, then define only the technology strictly needed to support it.

   Indicative duration2 to 3 weeks · Depends on the scope of the future process and of the prototype.

   Activities

   • Design the future process.
   • Remove unnecessary steps and simplify the flow.
   • Define roles, rules, controls and exceptions.
   • Determine whether the improvement needs technology at all.
   • Evaluate existing tools before building custom software.
   • Prepare flows, wireframes or prototypes where relevant.
   • Validate the design with users and owners.
   • Define the minimum scope required.
   • Prioritise the requirements.
   • Define acceptance criteria.

   Verifiable deliverables

   • A map of the future process.
   • A matrix of roles and responsibilities.
   • Rules, controls and exceptions, documented.
   • A validated prototype, where relevant.
   • A prioritised backlog, where relevant.
   • The scope of the minimum viable product.
   • Acceptance criteria.
   • A documented decision: improve the process only, use an existing tool, or build a solution.

   Criterion to move on

   The client approves the future process and, where relevant, the prototype and the scope of the solution.

5. 4Incremental buildWhen the technology is justified, we build and validate the solution in small cycles.

   Build and validate the agreed solution progressively, keeping control over scope, quality and priorities.

   Indicative duration4 to 8 weeks · Range for a typical initial scope; the actual duration depends on the complexity.

   This phase happens only when the assessment shows that technology development is needed.

   Activities

   • Organise the work into short cycles.
   • Build the highest-value functionality first.
   • Run a demonstration at the end of each cycle.
   • Carry out functional testing.
   • Validate the acceptance criteria.
   • Record incidents, decisions and changes of scope.
   • Keep the backlog updated and prioritised.
   • Keep the progress of the project visible.
   • Apply scope control so unapproved functionality does not get built.

   Verifiable deliverables

   • Functional increments, demonstrated.
   • A record of demonstrations and approvals.
   • Evidence of testing.
   • An updated backlog.
   • A record of incidents and decisions.
   • A minimum viable product meeting the agreed criteria.
   • Essential technical documentation.
   • A list of pending or future functionality.

   Criterion to move on

   The minimum viable product meets the agreed criteria and is approved for a controlled pilot.

6. 5Pilot and adjustmentsWe test the improvement under real conditions before extending it.

   Test the improved process and the solution in a controlled environment before wider use.

   Indicative duration3 to 4 weeks · Depends on the pilot group and on the adjustments that come up.

   Activities

   • Define the area, the group, the period and the scope of the pilot.
   • Prepare the people taking part.
   • Run the solution or the process in a controlled environment.
   • Record errors, incidents and feedback.
   • Measure the agreed indicators.
   • Compare the results against the baseline where there is enough information.
   • Fix defects.
   • Prioritise any further changes.
   • Evaluate adoption, ease of use and adherence to the process.

   Verifiable deliverables

   • The pilot plan.
   • A record of participants and training.
   • An incident log.
   • The results of the indicators.
   • A comparison against the baseline, where that is methodologically sound.
   • A list of adjustments made.
   • A list of adjustments still pending.
   • A documented recommendation: extend, repeat, adjust or stop.

   Criterion to move on

   The client approves the handover, asks for another round of testing, or defines the further adjustments.

7. 6Control and handoverWe leave owners, controls and documentation in place to sustain the improvement.

   Stabilize the improvement, support adoption and transfer to you the ability to run the new process.

   Indicative duration2 to 4 weeks · Depends on the number of users and on the controls required.

   Activities

   • Define the owners of the process, the data and the solution.
   • Establish controls and follow-up indicators.
   • Document the process and its rules.
   • Train users and owners.
   • Hand over the agreed access and documentation.
   • Define what to do when an indicator drifts.
   • Record future improvement opportunities.
   • Check that the agreed deliverables are complete.
   • Formalise the handover to the client.

   Verifiable deliverables

   • A control plan.
   • An indicator dashboard or report, where relevant.
   • An operating procedure or user guide.
   • Training material.
   • A training record.
   • A responsibilities matrix.
   • A plan for reacting to deviations.
   • A backlog of future improvements.
   • A handover and acceptance record.

   Criterion to move on

   The client receives the documentation, assigns owners and formally accepts the operation of the process or solution.

These answers describe our general approach to the work. Any further questions can be raised during the exploration session.

1. 01

   Request the session

   Write to us with the basic information about the process you want to improve. Agora Labs reviews every request before scheduling the session.

2. 02

   Free visual exploration

   A 45 to 60 minute session and a conceptual mockup of one or two screens, at no cost.

3. 03

   Decide whether to continue

   If the problem turns out to matter, the next step is phase 1, which is paid professional work.