Guiding Principles

Question 1

A ________ is a recommendation that guides an organization in all circumstances.

Answer 1

Guiding Principle

Question 2

What are the Seven Guiding Principles

Answer 2

Focus on Value, Start where you are, Progress Iteratively w/ Feedback, Collaborate and Promote Visibility, Think and Work Holistically, Keep it Simple and Practical, Optimize and Automate.

Question 3

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

Answer 3

Focus on Value

Question 4

When engaging in any improvement initiative, do not start over without first considering what is already available to be leveraged.

Answer 4

Start Where You Are

Question 5

Know how consumers use each service and encourage a focus on value among all staff.

Answer 5

Focus on Value

Question 6

Decisions on how to proceed should be based on accurate info obtained through direct observation supported by appropriate and effective measurement

Answer 6

Start Where You Are

Question 7

Measurement should be used to support the analysis of what has been observed rather than to replace it. Over-reliance on data analytics and reporting can introduce biases and risks in decision-making.

Answer 7

Start Where You Are

Question 8

“When a measure becomes a target, it ceases to be a good measure”

Answer 8

Start Where You Are

Question 9

Working in a time-boxed, iterative manner w/ feedback loops embedded into the process allows for greater flexibility, faster responses to customer and business needs, the ability to discover and respond to failure earlier, and an overall improvement in quality.

Answer 9

Progress Iteratively w/ Feedback

Question 10

When initiatives involve the right people in the correct roles, efforts benefit from better buy-in, more relevance, and increased likelihood of long-term success

Answer 10

Collaborate & Promote Visibility

Question 11

A _______ is a situation where part of the output of an activity is used for new input.

Answer 11

Feedback Loop

Question 12

People and perspectives for successful collaboration can be found in all ____________

Answer 12

stakeholder groups

Question 13

There may be an impression that the work is not a priority. Improvement work may take a lower priority over other tasks with daily urgency.

Answer 13

Without Transparency

Question 14

_________ of work leads to poor decision-making. It is important to understand the flow of work, identify bottlenecks and excess capacity, and uncover waste.

Answer 14

Insufficient Visibility

Question 15

An _____ approach to service management that requires an understanding of how all the parts of an organization work together in an integrated way.

Answer 15

Holistic

Question 16

Addressing all four dimensions. Understanding the full-service value chain.

Answer 16

Think and Work Holistically

Question 17

Outcome based thinking should be used to produce practical solutions which deliver valuable outcomes while using the minimum number of steps needed.

Answer 17

Keep it Simple & Practical

Question 18

________ means to make something as effective and useful as makes sense.

Answer 18

Optimization

Question 19

_______ is the use of technology to perform a step or series of steps correctly and consistently w/ limited or no human intervention.

Answer 19

Automation