4Designing the Future State

Once the mapping team has gained a deep understanding about the current state, it’s time to begin designing the future state. If team members have had an evening to mull over the current state findings, it’s likely that they will begin the future state design day filled with both enthusiasm and trepidation. The clean slate and hope-for-a-better-tomorrow that the future state design phase brings can be invigorating, particularly if the current state is rife with problems and opportunities for improvement. After all, designing the ability to operate with fewer customer complaints, less firefighting, and reduced interdepartmental tension brings tremendous hope to leaders and their staffs who may be feeling the pressure ...

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