Guiding Principle 1: Focus on Value

Question 1

Definition: Focus on Value

Answer 1

Everything the Organization does should link back directly or indirectly to value itself, its customers, and other stakeholders.

It can achieve this by understanding:
Who is the service consumer (whose perspective matters)?
What are the consumer’s perspectives of value?
How to improve the customer’s experience?

Question 2

Application: Focus on Value

Answer 2

Know how service consumers use each service

Encourage a focus on value among all staff

Focus on value during normal operational activity as well as during improvement initiatives

Include a focus on value in every step of any improvement initiative