Define the Service

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Continuous Improvement & Benchmarking

Define the service

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2 Continuous Improvement & BenchmarkingDefine the service

Learning Objectives

Have the skills to:

Understand what a service is

Understand what a process is

Understand the service/process delivery model

How to score and chooseprocesses for a CIB project

ServiceProcessDelivery

model

ScoreChoose




Worksheet 1: service characteristics

Service Definition

Service description

General description of the service.

Service goals

What is the service meant to achieve in the long term?

Customers

Who are the customers served?

Service outputs

What is delivered by the service?

Service distribution

Describe geographical dispersion of the service, customer groups

Delivery means

Are any parts of the service outsourced?

Service standards

Are there external standards

controlling service delivery?

Legislation

What laws affect the operation

of the service?

Stakeholders

What other people or groups have a valid interest in the operation of the service?

Opportunities forimprovement

Are there known opportunities for improvement?




Government agencies deliver services

Department of Health

Hospital &

primary health

care service

Community

health

service

Disease

control service

Services

Medical

supplies

service

Environmental

health service

Health

promotion

service

Family health

service

A service is agroup of activitiescarried out by:• Departments,• Divisions or • Sections

which aim to satisfy a public need .




Services are delivered through processes

A service is usuallydelivered througha number of

differentprocesses.

A process is aseries of stepsthat are linkedtogether andwhich provide anoutput to acustomer.

Medical

supplies

service

Medical

supplies

service

Order medical supplies Store medical supplies

Distribute medical

supplies to Areamedical stores

Distribute medical

supplies to aid postsand health centres

Manage stocks at all

stores

Processes

Medical

supplies

service

Medical

supplies

service

Order medical supplies Store medical supplies

Distribute medical

supplies to Areamedical stores

Distribute medical

supplies to aid postsand health centres

Manage stocks at all

stores

Processes




Solid waste - processes

CIB project in the

Philippines to

improve Public

complaints and Solid

waste – showing

how the overall

service is broken

down into major

processes. The

processes circled inred were those

processes chosen

for analysis.




Services are delivered through processes

Suppliers Output Residents /Customers

Inputs

What we do

What w e use

Who supply what we use

What we deliver Who we serve

Process

A process is a series of stepsthat are linked together and

provide an output to acustomer.




Outcomes are achieved, over time

Suppliers Outputs Residents /Customers

Inputs

What we do

What we use



Process

Outcomes

What we achieve

Outputs, produced over time,contribute to achieving

outcomes of the service.

These outcomes should matchthe goals planned for the

service.




Example: CommunityHealth

ProcessWhat we do

Conduct health

clinics

SuppliersOutputs

Residents /Customers

Inputs

What we use



Outcomes

What we achieve

•Equipment.

•Drugs.

•Staff.

•Water, gas, power.

•Educational

materials.

•Diagnoses.

•Prescriptions.

•Surgical procedures.

•Health advice.

•Medical

suppliers.

•Utilities

suppliers.

•Publishers.

•Patients from

rural and urban

communities.

•Reduced

mortality.

•Increased

longevity.




Example: Solid wastemanagement

ProcessWhat we do

Collect house-

hold waste

SuppliersOutputs


Inputs

What we use



Outcomes

What we achieve

•Trucks.

•Bins.

•Staff.

•Vehicle

suppliers.

•

Binsuppliers.

•Household

waste

removed.

•Householders •Reduced

street litter.

•Improved

sanitation.•Reduced

disease.




Example: Parkingmanagement

ProcessWhat we do

Provide off-street

parking

SuppliersOutputs


Inputs

What we use



Outcomes

What we achieve

•Land /

buildings

•Staff

•Landowners

/ building

owners.

•Off-street

parking

spaces.

•Vehicle users.

•Shop

operators.

•Reduced

traffic

congestion.

•Improvedfootpath

access.




Select important processes

The next step in your project is to select the

service processes to work on.

This is because only some processes in the

service delivery directly contribute to theobjectives of the CIB project.

To select the important processes to work on,

we will use the CIB Process selectionworksheet.




How to use the CIB Processselection worksheet

List all the processes for the service.

Rate the processes for improvement opportunity: Problems relate to the problems you are trying to solve for

the service;

Resources used – how big is the process in its use of employees and money.

Impact on customers – how much the process directlyaffects customers.

Rank the processes in order of their ratings.

Choose the most important processes and write aProcess Definition for each.




Worksheet 2: List all processes & their outputs; rank for improvement.

Process Selection Worksheet

Service Processes Outputs

Problems9 = very serious6 = significant

3 = small1 = very minor

Resourceusage

3 = large2 = moderate

1 = small

Impact onexternal customer

3 = high impact2 = medium impact

1 = low impact

Totalscore

= sum of ratings

Ranking

List all the processes within the service. List the outputs – what each process delivers directly to its customers. Rate each process for (a) howits problems contribute to the overall service problem you are trying to solve; (b) how big it is, measured by its usage of people and moneyresources; and (c) how much impact the process has directly on customers. Add up the score for each process. Rank the processes in order.




Define the processes

The next step is to fill out a Process definition

worksheet for each of the processes you have

chosen.




Worksheet 3: Process definition

Process Definition worksheet

1: Define the process

Write down the Customers and Suppliers and the Inputs, Outputs and Outcomes of the Process.

Suppliers

o supply what we use

_______________

_______________

_______________

Inputs

What we use

_________________

_________________

_________________

Process

What we do

Outputs

What we deliver

_________________

_________________

_________________

Customers

Who receive our outputs

_________________

_________________

_________________

Outcomes

What we achieve

_________________

_________________

_________________

2. Note any specific issues for this process

Service standards Problems delivering outputs Problems achieving desired outcomes




Disclaimer

The views expressed in this Toolkit are the views of the authors and do not necessarily reflect the views or policies of the Asian Development Bank (ADB) or Asian Development Bank Institute (ADBI), or their Board of Directors, or the governments they represent. ADB and ADBI do not guarantee the accuracy of the data included in this CD-ROM and accepts no responsibility for

any consequences of their use. Terminology used may not necessarily be consistent with ADB official terms.

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Define the Service