What is the complexity level of this project? (And why?) What is the value of using a performance improvement project first in preference to spending capital on a lobby revamp? The project involved tracking scorecard metrics at the steering group level and not at the individual process. What implications (pros/cons) might this have on individual staff members in those areas? The program tackled projects in a certain order based on the findings from initial project discovery work. What might be factors that would impact the order of attack? The team chose to start with a blank page when designing the future state process versus small tweaks to the existing process. What factors might drive this kind approach being considered necessary? Setting performance goals was done before much of the current state understanding was in place. Why was this important? Based on the project results What would key communication points have been to the ED staff and the rest of the organization