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Moment of Truth Analysis
What is it?
Moment of Truth Analysis is a technique that helps you graphically map out
all of the contacts, or "moments of truth," that a user has with the organization,
and analyze the type and quality of these contacts.
Who uses it?
The managers and the team members, with the participation of other staff.
Why use it?
Moment of Truth Analysis will help you systematically analyze all contacts
that a user has with your organization. In this way, you can find processes
and procedures that need improvement.
How to use it:
- Invite all clinicians and support staff to help determine the specific situation
you will analyze. Involvement of staff may reduce tension that can arise during this
activity. You may also want to include users in this process. Examples of
specific situations are: a female user comes in for birth control or a mother comes in with her sick child for care.
- Together, create a list or diagram
(flowchart) of the contacts that users
have with the organization. For example, what contact do users have before
they come to the organization? When they first walk in the door? Who do they
see next? And so on.
- Using the True Cases Map (see illustration below), fill in the information
you have gathered from your list or diagram.
Example of True Cases Map:
User Contacts
with
Organization | Current Situation | Desired
Situation |
| sees outside of health center | peeling paint | professional-
looking
facility |
| enters reception area | acceptable | acceptable |
| speaks with receptionist | busy, unfriendly | friendly,
welcoming |
| waits for nurse | often a
long wait | a brief wait |
| visits with nurse | nurse is
often busy and tired | helpful and
friendly visit |
- Analyze the current situation and determine what the desired
situation is. If you have users working with you, ask them what they would
like, or ask yourself: "If I were the user, what would I like?"
Example:
Here is an example of a
Moment of truth analysis.
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Case Study
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