This is a subject that I have blogged on lots before as well. (Most recently here.) In Nathan's blog he outlines a simple course of action when it comes to finding improvements in delivering services:
- Use the data.
- Probe more deeply.
- Ask more questions.
- Don’t stop UNTIL you have identified a problem AND it’s causes.
- Don’t demand “improvement” until the causes are fully understood.
- THEN target the messages and improvement to the people or areas where it is needed
PS if you are into 'Assumed Incompetence' you will be also interested in 'Assumed Competence' too.... see my other blog post here.