Service Improvement
CONTENTS
2. Process management Framework enabling Continuous Improvement
2.1. Summary of Steps Involved in Process Definition and Management.
3. Select a Process for improvement
3.1. Useful sources of information.
4. Map the Process
4.1. Understanding the Process.
4.2. Relationship between the MACRO and MICRO flowcharts.
5. Defining the Process
5.1. Identifying and Negotiating Customer Requirements.
5.2. GUIDELINES FOR SELECTING SERVICE INDICATORS.
5.3. Selecting Operational Indicators and Controls.
5.4. Finalising Specifications and Targets.
5.5. Tracking Performance Using Trend Charts.
5.6. Populating the Service Management System.
6. Implement the Process
6.1. Establishing the scope of implementation work required.
6.2. Constructing the Implementation Plan.
6.3. Managing the Implementation Plan.
7. Run & Verify the Process
7.1. Interpreting Trend Charts.
7.2. Using the Service Management System.
7.3. Process Stability.
7.4. Process Capability.
8. Move Into Continual Improvement
8.1. Identifying and Prioritising Opportunities For improvement.
8.2. How Structured Problem Solving can be used to make improvements.
8.3. Integrating Improvements with Working Practices.
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