One powerful tool for solving service problems through collaboration and consensus is called the affinity process. This four-step model starts with clearly identifying the problem, rather than just the symptoms. Then we look for root causes so that we can focus on the underlying issues that create process and organizational barriers. Before jumping into action, we capture input from a variety of perspectives to identify all the possible solutions. Next, we look for ways to build consensus on the best possible solutions and present our case with convincing evidence. Completion of this session will empower participants to: Examine what service problems need to be addressed, Learn a four-step model to clearly identify the problem, & Use a system to involve other when looking at ways to overcome obstacles to service
