Improve processes in Your Management System to improve service delivery. Reduce waste and make the work flow better
We have a structured approach to process improvement that will reduce waste, make the work flow better and improve your customer satisfaction. Here are the steps:
Discovery phase - how well are things working now?
- We start with an end-to-end process flow audit looking from the outside in, from the client's (internal and external) point of view
- Identify gaps and sources of waste
- Based on the results of the audit, create a list of beneficial process improvement initiatives
- Meet with Management to determine priorities for improvement projects
- Decide on the most appropriate projects, form a team and get started
Implementation phases - make the changes that will make the work flow better
- Determine Scope of Improvement
- Get improvement plan ownership - it won't happen by itself
- State major goals and related problems
- Group problems common to each goal
- Make sure goals and problems are clear and compelling
- Set goal priorities
- Establish metrics for the goals
- Develop an Action Plan
- Identify actions using brainstorming in a process framework
- Organize the Action Plan based on goals and problems
- Add milestones for checking progress and taking corrective action
- Determine risks and create mitigation plan
- Scope the risk session
- Select a team and facilitator
- Identify risks
- Analyze risks
- Develop Plan to mitigate risks
- Develop plan for periodic risk review
- Present solutions based on needs
- Determine needs
- Show how the improvement meets the person's or group's needs (WIIFM)
- Determine and remove fears about improvement (change)
- Follow up to make sure the improvement actually helped
- Work with the willing and needy first
- Use the 'Adoption Curve'
- Overcome Resistance
- Accelerate Adoption Through Training
- Stay Focused on Goals and Problems
- Use the 'Plan' as a guide and measurement tool
- Review 'Plan' periodically
- Pace Your Implementation
- Align Behaviours of Managers
- Managers provide focus for improvement
- Keep audience focused on business goals
- Communicate to the audience of users
- Managers use new methods - walk the talk
- Incorporate user feedback
- Examine reward program
- Check Progress Toward Goals
- Measure effectiveness of improvement efforts
- Obtain user feedback
- Check Progress on Improvement Plan
- Are we meeting the milestones in the Plan?
- Adjust activities or Plan
- Check progress on Improvement Framework
- Do an Internal Audit OR
- Measure 'Actions Completed' in the Plan OR
- Perform a 'mini assessment'
- Examine effects of taking measurements