Continual Improvement Flashcards
The purpose of the ______ ______ ______ is to align the organization’s practices and services with changing business needs through the ongoing identification and improvements of services, service components, practices or any element involved in the efficient and effective management of products and services.
Continual Improvement Practice
Step 1: Of the continual improvement model:
What is the ______?
Each improvement initiative should support the organization’s goals and objectives. The first step of the continual improvement model is to define the ______ of the initiative. This provides context for all subsequent decisions and links individual actions to the organization’s ______ for the future.
Vision
Step 2 of the continual improvement model
Where ___ ___ ___
The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the impact of the initiative. An improvement can be thought of as a journey from Point A to Point B, and this step clearly defines what Point A looks like. A journey cannot be mapped out if the starting point is not known.
Where are we now
Step 3: Where ___ ___ ___ ___ ___
Just as the previous step (Step 2) describes Point A on the improvement journey, Step 3 outlines what Point B, the target state for the next step of the journey, should look like. A journey cannot be mapped out if the destination is not clear.
Where do we want to be
Step 4: ____ ____ ____ ____ ____
The plan for Step 4 can be a straightforward and direct route to completing a single simple improvement, or it may be more involved. The most effective approach to executing the improvement may not be clear, and it will sometimes be necessary to design experiments that will test which options have the most potential.
Even if the path to follow is clear, it may be most effective to carry out the work in a series of iterations, each of which will move the improvement forward part of the way. With each iteration, there is an opportunity to check progress, re-evaluate the approach, and change direction if appropriate.
How do we get there
Step 5: ______ ______
In Step 5 the plan for the improvement is acted upon. This could involve a traditional waterfall-style approach, but it could be more appropriate to follow an Agile approach by experimenting, iterating, changing directions, or even going back to previous steps.
Take Action
Step 6: ______ ______ ______ ______
Too often, once an improvement plan is set in motion, it is assumed that the expected benefits have been achieved, and that attention can be redirected to the next initiative. In reality, the path to improvement is filled with various obstacles, so success must be validated.
Did we get there
Step 7: ______ __ __ ____ _____ ______ ____
If the improvement has delivered the expected value, the focus of the initiative should shift to marketing these successes and reinforcing any new methods introduced. This is to ensure that the progress made will not be lost and to build support and momentum for the next improvements.
How do we keep the momentum going
The steps of the continual improvement model linked to the most relevant ITIL guiding principles:
Step 1: What is the vision? List the guiding principles for this step.
F
C
T
- Focus on value
- Collaborate and promote visibility
- Think and work holistically
The steps of the continual improvement model linked to the most relevant ITIL guiding principles
Step 2: Where are we now?
S
C
- Start where you are
- Collaborate and promote visability
The steps of the continual improvement model linked to the most relevant ITIL guiding principles
Step 3: Where do we want to be?
P
T
K
O
- Progress iteratively with feedback
- Think and work holistically
- Keep it simple and practical
- Optomize and Automate
The steps of the continual improvement model linked to the most relevant ITIL guiding principles
Step 4: How do we get there?
P
C
T
K
- Progress iteritively with feedback
- Collaborate and promote visibility
- Think and work holistically
- Keep it simple and practical
The steps of the continual improvement model linked to the most relevant ITIL guiding principles
Step 5: Take action
F
P
C
- Focus on value
- Progress itiritively with feedback
- Collaborate and promote visability
The steps of the continual improvement model linked to the most relevant ITIL guiding principles
Step 6: Did we get there?
F
C
T
- Focus on value
- Collaborate and promote visibility
- Think and work holistically
The steps of the continual improvement model linked to the most relevant ITIL guiding principles
Step 7: How do we keep the momentum going?
F
C
T
O
- Focus on value
- Collaborate and promote visibility
- Think and work holistically
- Optimize and automate
