[Ailist] Opportunity for AI, Can you advise

[Simcoe, MaryAnn]

I am a new list member enthused by the spirit and potential of what I have
read of AI. 

I have a facilitation request that seems ideal for AI. But I am an AI novice
and will welcome your experienced and practical help.

The facilitation request is from a manager of Quality Assurance (monitoring)
for a customer service department (including a large call center). She wants
to revisit the entire structure and process of the quality assurance
monitoring, saying, "let's not fix it, let's build something new for the
next century"!  (There are many recurring tensions in the existing
process--the customary "problems to be fixed.") She wants to address this
now. This fall.

I have read AI theoretical underpinnings, description of the 4D's. I see
that construction of the discovery phase questions is very important, and
orientation of interviewers.  Also the provocative propositions. But what
does all this look like in motion?
I need help on structuring an AI, with some basic how-to's. I learn well
from examples and guidelines.  
Is this the kind of thing I would have found in the field book, if it were
still available?
Your advice and suggestions of resources will be most welcome.

Mary Ann Simcoe
Manager, Training & Performance Support
maryann.simcoe@dowjones.com
413.598.2548