▪ Analyze. Use the data on measures

▪ Analyze. Use the data on measures to perform process analysis to determine where improvements are necessary. A careful analysis of the process and its performance on the selected metrics should uncover disconnects, or gaps, between actual and desired performance. Illogical, missing, or extraneous steps can cause performance gaps. They can also be caused by metrics that reinforce the silo mentality of individual departments when the process spans across several departments. The analyst or design team should dig deep to find the root causes of performance gaps. For instance, techniques for analyzing wait times and delays can provide important information (see Supplement B, “Waiting Lines” and MyOMLab Supplement E, “Simulation”). Whether or not major redesign is necessary, establish procedures to make the desired outcome routine.