6. Continual Improvement

Question 1

What is the purpose of Continual Improvement?

Answer 1

To align the organization’s practices and services with the changing business needs through the ongoing identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products and services.

Question 2

List the steps in the Continual Improvement Model

Answer 2

1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Take action.
6. Did we get there?
7. How do we keep the momentum going?

Question 3

Define the step What is the Vision?

Answer 3

States that each improvement initiative should support the organization’s goals and objectives.

Question 4

Define the step Where are we now?

Answer 4

States that you need to know your starting point to properly plan your journey.

Question 5

Define the step Where do we want to be?

Answer 5

States that you must know the scope and nature of the distance to be travelled from the starting point to the achievement of the initial vision. During this stage performance metrics, KPIs and CSFs, are agreed upon.

Question 6

Define the step How do we get there?

Answer 6

States that to create your plan, you may first need to run tests to determine the best path to success. Check progress after each iteration of your plan.

Question 7

Define the step Take Action

Answer 7

The process of measuring progress toward the vision and managing risk during those changes. This also includes ensuring visibility of the initiative is spread through the organization.

Question 8

Define the step Did we get there?

Answer 8

Checking the “new normal” against the original baseline.

Question 9

Define the step How do we keep the momentum going?

Answer 9

Attempting to continue the improvement gains across the organization.