The three classes of diagnostic processes and tools NIP have identified and encapsulated in our web-based, configurable Assessment Framework are:
- Portfolio tools: who should we be engaging and monitoring? How should we deploy our relationship management resources?
- Capability/Capacity tools: how capable and how “risky” are they? Do they have the capacity to deliver?
- Performance Measurement tools: how well are the relationships performing? Where are the areas for improvement?
There are common stages to most diagnostic processes, all of which are encapsulated and run in NIP’s Assessment Framework. Using an automated framework minimises workshop waste, and maximises (internal or external) consultant contribution.
Each class of diagnostic may be configured according to the requirements and intentions of the specific application situation:
- What is being measured?: fixed/benchmarking, variable/situation-specific or both?
- Who measures whom?: self, other or mutual?
- Direction of the measurements?: one-way or two-way?
- How to introduce?: start small and then spread and scale, overview first and then detail, etc?
In each of the three diagnostic classes, the same template or structure of parameters may be used where this is desirable – even when the circumstances are quite different in each (to allow for e.g. consistency and benchmarking) – and the Relationship Measurement Matrix (RMM) and Trust Index are fine examples.
Be aware!: effective diagnostic tools and processes surface a multiplicity of issues which require action management and lead to deeper engagement.