The assessment process has many different variations depending on the site and the topic but all of them should have three things in common. The three are:
- a metrics or key performance indicator review
- practices and documentation review
- interaction with as many of the affected and involved individuals as possible to understand application, culture, and norms
My point is that if the three areas of focus do not match you may want to use some root cause analysis tools to find the underlying causes. Once these are found then you can explain the disconnect between the three areas. The second step is to help the site see the mismatch in metrics, practices, application and culture. I like to use our maturity matrices which you can get here to help with this element. The site has to understand that world class performance on metrics has to be supported by world class performance in business process, culture, and application. Once they are comfortable with this then they can begin to embrace the true "as is" and discover the true potential that they can capture in the gap.
Have you experience the mis-match?