Module 2 Flashcards
*What are the 7 guiding principles? [2.b]
Focus on value, start where you are, progress iteratively with feedback, collaborate & promote visibility, think & work holistically, keep it simple & practical, optimise & automate
*Describe Focus on Value [2.b.i]
All activities conducted by the organisation should link back, directly or indirectly, to value for itself, its customers & other stakeholders. Includes services
*What are the steps involved in focus on value? [2.b.i]
Identify & understand consumer, understand consumer’s perspective of value (cost, timescale, quality & complexity), map value to intended outcomes which change over time & understand customer & user experience
*What is customer experience? [2.b.i]
Sum of the functional & emotional interactions with a service & the service provider as perceived by the consumer
*What is user experience? [2.b.i]
People interacting with a service & the experience received from that interaction
*How can we apply focus on value? [2.b.i]
Know how service consumers use each service, encourage this principle among all staff, implement during normal operational activity as well as improvement initiatives & include it in every step of improvement initiatives
*Describe Start Where you Are [2.b.ii]
Don’t start from scratch & build something new without considering what’s available to be leveraged. Likely to be plenty in current services, processes, programmes, projects & people to create a desired outcome
*What are the steps involved in start where you are? [2.b.ii]
Directly observe & measure existing services & methods to understand the current state & what can be re-used, have someone with little/no prior knowledge observe - they can see things those with preconceptions may miss, beware of inaccurate/biased reports by getting source data, don’t be afraid to ask stupid questions when observing activity & base decisions on accurate info
*What should you be aware of when measuring in start where you are? [2.b.ii]
Use measurement to enable, rather than replace analysis of the observed. Over-reliance on analytics/reporting injects bias & risk into decision-making. Direct observation is preferred. Measuring can affect results & make them inaccurate, metrics should be meaningful & directly related to direct outcomes
*How can we apply start where you are? [2.b.ii]
Look at what exists as objectively as possible, when an example of successful practices/services is found, consider how it can be expanded or replicated, apply risk management skills & recognise that sometimes nothing can be reused
*Describe Progress Iteratively with Feedback [2.b.iii]
Don’t attempt to do everything at once. Organise work not smaller, manageable sections that can be executed & completed in a timely manner. Use a feedback loop
*What is a feedback loop? [2.b.iii]
A technique whereby outputs of 1 part of a system are used as inputs to the same part of the system
*How can feedback loops be used? [2.b.iii]
Continually reevaluate initiatives & their component iterations to reflect changes in circumstances, seeking & using feedback before, throughout & after each iteration. Help participants know where work comes from, outputs go & how actions affect outcomes
*What is the role of feedback? [2.b.iii]
Seek & use feedback before, during & after each iteration to ensure actions are focused & appropriate. Actively collect & process feedback along the value chain to function well. Use good feedback mechanisms to facilitate an understanding of key subjective & objective data on the environment an organisation works in. Gather & analyse feedback & identify improvements, risk & issues
*What does well-constructed feedback mechanisms facilitate an understanding of? [2.b.iii]
End-user & customer perception of value created, efficiency & effectiveness of value chain activities, effectiveness of service governance & management controls, interface between an organisation, its partners & supplier network & demand for products & services
