The place to start, when managing change, is to understand the 'what and why' of current performance as a system. We call this 'starting at 'check'. When you know the 'what and why' of performance as a system, you can see two things - what is possible and what is stopping you from achieving it.

The three steps in managing change: check-plan-do.

Who should do this work? It depends on how you want to drive your change.

Useful resources

Understanding Your Organisation as a System   

The Vanguard Guide to Understanding your Organisation as a System

The Vanguard Guide to Process Mapping and Analysis