4: Large NHS Hospital Trust

Despite detailed ticket analysis clearly identifying the need for AP across all teams, due to the size of the organisation and the tool in use not supporting standard AP, basic AP was introduced only to the extent of two key new statuses, to facilitate ticketed communication and team collaboration.

Focus Framework-aligned Operating Procedure manual was introduced for front-line teams.

Confirmed from subsequent research, Contribution Recognition is even more compelling than Activity Prioritisation.

Larger organisations usually have a spectrum of non-standard statuses that have been added to their service tool ad-hoc over the years. The Focus Framework status-set can't simply be dropped in as it can in smaller organisations. Moving to Consistent Status Management (CSM) as the foundation for how teams work must be coordinated as a formally sponsored project involving Organisational Change Management.

The more compelling nature of standard AP (sAP) - it simplicity with far greater benefits - makes the CSM decision easier, but not many tools support sAP.

PPP Plus - the middle ground between basic AP and sAP that also produces Pinpoint Expectations Management and ITSM Flow Metrics - is supported in many tools but could not be introduced in the client's environment.

It was this realisation that led to pushing ahead with producing the Focus Framework's publicly released information (culminating in its One-Pager and AP Brief storybooks), bringing the methodology and standard into formal light and so positioning Opimise to be retained for Flow Management implementation specifically, to lessen the need for, and burden on, team and service managers.