guiding principles, value chain, and continual improvement Flashcards
What value chain activity ensures products and services continually meet stakeholder expectations for quality, costs, and time to market?
Design and transition
What value chain activity ensures services are delivered and supported according to agreed specifications and stakeholders’ expectations?
Deliver and support
What value chain activity provides a good understanding of stakeholder needs, transparency, continual engagement, and good relationships with all stake holders?
Engage
What value chain activity ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management?
Improve
What value chain activity ensures service components are available when and where they are needed, and that they meet agreed specifications?
Obtain/build
What value chain activity ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across an organization?
Plan
Which guiding principle states that all activities should link back to value for its customers, for its stakeholders, and for the organization itself?
Focus on value
Which guiding principle states that you should consider what is already available instead of starting from scratch?
Start where you are
Which guiding principle states that you should break down the work into components that can be executed iteratively to accomplish the objective?
Progress iteratively and with feedback
Which guiding principle states that efforts benefit from better buy-in, better information is available for decision making creative solutions, enthusiastic contributions, and important perspectives can be obtained from unexpected sources, and that inclusion is generally a better policy than exclusion?
Collaborate and promote visibility
Which guiding principle states that no service, practice process, department, or supplier stands alone?
Think and work holistically
Which guiding principle states that you should use the minimum number of steps necessary to accomplish an objective?
Keep it simple and practical
Which guiding principle states that organizations should streamline activities and automate work, so that minimal human intervention is required
Optimize and automate
Which step of the continual improvement model discusses business vision, mission, goals, and objectives?
What is the vision
Which step of the continual improvement model do you perform baseline assessments?
Where are we now
Which step of the continual improvement model defines measurable targets?
Where do we want to be
Which step of the continual improvement model do you define the improvement plan?
How do we get there
Which step of the continual improvement model do you execute improvement actions?
Take action
Which step of the continual improvement model do you evaluate metrics and KPIs?
Did we get there
What is the last step of the continual improvement model?
How do we keep the momentum going
