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

Develop the Implementation Plan

• Determine Scope of Improvement
1. Get improvement plan ownership – it won’t happen by itself
2. State major goals and related problems
3. Group problems common to each goal
4. Make sure goals and problems are clear and compelling
5. Set goal priorities
6. Establish metrics for the goals
• Develop an Action Plan
1. Identify actions using brainstorming in a process framework
2. Organize the Action Plan based on goals and problems
3. Add milestones for checking progress and taking corrective action
• Determine risks and create mitigation plan
1. Scope the risk session
2. Select a team and facilitator
3. Identify risks
4. Analyze risks
5. Develop Plan to mitigate risks
6. Develop plan for periodic risk review

Implement the Plan

• Present solutions based on needs
1. Determine needs
2. Show how the improvement meets the person’s or group’s needs (WIIFM)
3. Determine and remove fears about improvement (change)
4. Follow up to make sure the improvement actually helped
• Work with the willing and needy first
1. Use the ‘Adoption Curve’
2. Overcome Resistance
3. Accelerate Adoption Through Training
• Stay Focused on Goals and Problems
1. Use the ‘Plan’ as a guide and measurement tool
2. Review ‘Plan’ periodically
3. Pace Your Implementation
• Align Behaviours of Managers
1. Managers provide focus for improvement
2. Keep audience focused on business goals
3. Communicate to the audience of users
4. Managers use new methods – walk the talk
5. Incorporate user feedback
6. Examine reward program

Check Progress

• Check Progress Toward Goals
1. Measure effectiveness of improvement efforts
2. Obtain user feedback
• Check Progress on Improvement Plan
1. Are we meeting the milestones in the Plan?
2. Adjust activities or Plan
• Check progress on Improvement Framework
1. Do an Internal Audit OR
2. Measure ‘Actions Completed’ in the Plan OR
3. Perform a ‘mini assessment’
4. Examine effects of taking measurements

Make sure your improvements ‘stick’- follow up to make sure they’re working – use appropriate measurements