Conclude for stakeholders whether the findings support the need for process changes or improvements, or if process analysis support is needed to identify root causes of a particular problem.  

Point out, also, where results reveal areas that aren’t process-activity or workflow-related, yet may warrant improvements or changes. Recommend what must be changed, improved, or further analyzed.

Explain why and indicate what impacts will be realized if actions are taken; as well as the consequences of taking no action.

Describe what kind of listening the case manager used. What type of questioning did she use? Explain whether this type of questioning was effective or not.