1. WHAT: A tool to help you plan how your organization will perform tomorrow. It builds on your organizational diagnosis by taking the leverage points for perfor- mance improvement and turning them into actions that will lead to better results.

2. WHY: Each result or output is caused by a uniquely balanced network of mission, strategy, paradigms, processes, and culture. Modify the elements’ configuration and you will impact the results. The Design process allows you the opportunity to “fit” these elements together optimally.

3. HOW: The Design process begins with the “Customer and Other Stakeholder Needs” box, then moves clockwise in five steps:

  • Step 1. Design the mission, vision, and values to be congruent with (1) customer and other stakeholder needs and (2) principles of effectiveness.
  • Step 2. Design the strategy to be congruent with the mission, vision, values, and customer and other stakeholder needs.
  • Step 3. Design the core processes and support systems and structure to be congruent with the new mission and strategy. This gives structural integrity to the system.
  • Step 4, Predict the positive and negative impacts the new processes will have on the organization’s culture.
  • Step 5. Predict the results that will be produced by this new culture. If the predicted results still fall short of stake- holder needs, then revisit steps 1, 2, and 3, and adjust the design as necessary.
  • Steps 4 and 5 are merely predictions, of course; but going through the Diagnose process will help you predict future dynamics with great accuracy.

This is real, continuous improvement: the Diagnose cycle leading to the Design cycle—diagnosing again, designing again, and so forth.