Clarifying problems and opportunities 37 Identifying problems and opportunities There are many ways to identify current problems and opportunities. Start by listening to suggestions, being alert to what is happening in the organisation, and being willing to change. It is often a vague idea that starts a project rolling. Sources of ideas include: · Operational management ­ what issues and problems are arising? What do we do well we should do more of? · Performance metrics ­ what are the areas of underperformance, what are the trends? (Trends are always more informative than single pieces of data.) · Interviews ­ managers, staff, customers, focus groups, etc. What ideas and concerns do they have? · Observation ­ keeping eyes and ears open around the organisation. What