Service Improvement Process C SIService Improvement D efine C SI initiative & R O I/VO I C SILeads Review Executive C onfirm CSI Priorities D efine C SI initiative & R O I/VO I CSI Opportunity Identified D ashboards R efreshed C SIService R eporting D eliver Strategic C SI initiative D eliverC SI initiative C SIInitiative Delivered Service Disciplines & Lines C SIService M easurement& R eporting Confirm Delivery Approach R eview & Approval Strategic C S I Initiative Delivered M onitor Strategic C SI initiative CSI Opportunity Identified Closure certificate signed off Benefits realised Closure certificate signed off Benefits realised CSI Service M easures Service Strategy
1. Service Improvement Process CSIDefine CSI
DeliverClosureStrategic CSI CSI ServiceCSI LeadsBenefits
Opportunityinitiative & Strategic CSI
certificateInitiativeImprovementReviewrealisedIdentified ROI /
VOIinitiative signed offDelivered Monitor Strategic
CSIinitiativeCSI Service CSI ServiceCSI Measurement &
ReportingService Reporting Measures ExecutiveDashboards Confirm
CSIReview &Service RefreshedPrioritiesApprovalStrategy Service
CSI Define CSIConfirmClosureDisciplines &Deliver CSIBenefits
CSI Initiative Opportunity initiative &DeliverycertificateLines
initiativerealisedDeliveredIdentifiedROI / VOI Approach signed
off
2. Our demonstrated improvementapproach
1IdentifyStrategicAPPROACHDirection 7 Implement2improvement Define
whatto measure Agree stakeholders Define what you should
measure6Present the 3 Define what you can measureGather the
informationdata Gather the Data Process the data5 4
IMPROVEMENTAnalyse theinformationProcess the data Analyse the Data
Business Impact: Present and use the information Cost, Quality
& Delivery improvements Implement corrective action Improvement
Objectives (CSF): Produce and publish Service Embed in Account
Dashboard Improvement outcome Risks Processes has been updated and
Baseline / Evidence communicated to relevant Measure stakeholders
Target Closure certificate signed off Closure criteria Review
benefits realised
3. CSI initiatives progress and realisebenefits, which are
reported indashboards1IdentifyStrategicDirection72Implement
DefineImprovement Dashboardimprovement what to Moved from basic SIP
reporting measure Into combined operating modelenabling CSI
Leadership to...63Present the Gather the Account
Dashboardinformationdata In place since July 2010 2011 Development
of Dashboardincluded Process performance5 4Analyse the
metricsProcess theinformation data
4. Ultimately theres a virtuousCSI spiral17 26 31 5 47
2Strategic CSI Facilitate6 3 15 4 7 2 Tactical Service or Process
Lead 6 3 5 4Operational Teams Lead
5. Embedding a culture of CSI A Maturity model baseline CSI
ethos maturity model Nov 2010was completed in Nov 2010 Service
Lines & ServiceDisciplines surveyed hadlittle evidence of a
CSIculture (with the exceptionof Service Operations)
6. Embedding a culture of CSI (contd.)Actions taken to enforce
and monitor CSI principles Set up a CSI leads organisation Define
clear & consistent Terms of Reference Provide Lean & Six
Sigma expertise & training Provide Measurement and Reporting
expertise Set targets for Process Improvement Implement metrics
that track performance against target Rollout the 7-step process
Identify and facilitate improvement initiatives Monthly meetings
established with CSI Leads & CSI sponsor Monthly Communications
put in place through account channels Schedule a follow up survey
to review effectiveness of actions (Nov 11)
7. e.g. Practical Service Improvement Establish a reliable
method 7 W and 8th waste decreased Apply lean
solutionsDesignIntegrate Pre-prod Delivery Pure Delay Non Value Add
Effort Value Add Effort Cost Decreased Revenue & Profit
Increased