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Focus on value
Everything the organization does must link directly or indirectly to value for customers, users, and other stakeholders.
Core action: Understand who the customer is and what they actually consider valuable before starting any work.
Start where you are
Do not scrap everything to start from scratch without considering what is already available to be leveraged.
Core action: Measure and observe current services, processes, and tools directly to see what can be reused, updated, or improved.
Progress iteratively with feedback
Resist the temptation to do everything at once; organize work into smaller, manageable sections that can be executed and completed in a timely manner.
Core action: Use feedback loops before, during, and after each iteration to ensure the work stays aligned with needs.
Collaborate and promote visibility
Working together across organizational boundaries produces results that have greater buy-in, more relevance, and higher chances of long-term success.
Core action: Break down team silos, share data openly, and make work visible (e.g., using Kanban boards or dashboards).
Think and work holistically
No service, practice, department, or supplier stands alone.
Core action: Treat service delivery as an integrated whole, ensuring that modifying one component does not unintentionally disrupt another part of the system.
Keep it simple and practical
Use the minimum number of steps to accomplish an objective.
Core action: If a process, metric, or procedure fails to produce a useful outcome or deliver value, eliminate it.
Optimize and automate
Maximize the effectiveness of human and technical resources.
Core action: Streamline and optimize the workflow first, then use technology to automate repetitive, manual tasks.