You should now have quite a lot of information. The group should agree the themes and similar suggestions should be grouped. (e.g. telephones too busy, long wait for telephone answer and too many phone calls would be grouped)

The team can now be split into groups – try and ensure that there is a good mix of disciplines in each group. You should allocate 2 or 3 of the steps to each group and they are tasked with:-

  • Looking at the issues in more detail  20593948
  • What are the consequences?
  • Providing suggestions/solutions/actions (all suggestions welcomed)
  • Feedback to the team

These groups should be given at least half an hour or even 45 minutes.