The document outlines a service improvement process that involves identifying opportunities for strategic continuous service improvement (CSI) initiatives, defining the initiatives and expected return on investment, delivering the initiatives, and realizing benefits. It also involves measuring and reporting on CSI service measures and priorities through executive dashboards. The process aims to embed a culture of CSI through actions like training, defining roles and responsibilities, implementing metrics and targets, and conducting surveys to monitor effectiveness over time. The goal is to realize cost, quality, and delivery improvements through a virtuous cycle of tactical, strategic, and operational CSI efforts.

1. Service Improvement Process
CSI Define CSI Deliver Closure Strategic CSI
CSI Service CSI Leads Benefits
Opportunity initiative & Strategic CSI certificate Initiative
Improvement Review realised
Identified ROI / VOI initiative signed off Delivered
Monitor
Strategic CSI
initiative
CSI Service CSI Service CSI
Measurement & Reporting Service
Reporting Measures
Executive Dashboards Confirm CSI Review & Service
Refreshed Priorities Approval Strategy
Service CSI Define CSI Confirm Closure
Disciplines & Deliver CSI Benefits CSI Initiative
Opportunity initiative & Delivery certificate
Lines initiative realised Delivered
Identified ROI / VOI Approach signed off

2. Our demonstrated improvement
approach
1
Identify
Strategic
APPROACH Direction
7 Implement 2
improvement Define what
to measure • Agree stakeholders
• Define what you should measure
6
Present the 3
• Define what you can measure
Gather the
•
information
data
Gather the Data
• Process the data
5 4
IMPROVEMENT
Analyse the
information
Process the
data • Analyse the Data
• Business Impact: • Present and use the information
– Cost, Quality & Delivery improvements • Implement corrective action
• Improvement Objectives (CSF): • Produce and publish Service
– Embed in Account Dashboard Improvement outcome
• Risks • Processes has been updated and
• Baseline / Evidence communicated to relevant
• Measure stakeholders
• Target • Closure certificate signed off
• Closure criteria • Review benefits realised

3. CSI initiatives progress and realise
benefits, which are reported in
dashboards 1
Identify
Strategic
Direction
7 2
Implement Define
Improvement Dashboard improvement what to
– Moved from basic SIP reporting
measure
– Into combined operating model
enabling CSI Leadership to...
6 3
Present the
Gather the
Account Dashboard
information
data
– In place since July 2010
– 2011 Development of Dashboard
included Process performance
5 4
Analyse the metrics
Process the
information data

4. Ultimately there’s a virtuous
CSI spiral
1
7 2
6 3
1 5 4
7 2
Strategic – CSI Facilitate
6 3
1
5 4
7 2
Tactical – Service or Process Lead
6 3
5 4
Operational – Teams Lead

5. Embedding a culture of CSI
• A Maturity model baseline CSI ethos maturity model – Nov 2010
was completed in Nov 2010
• Service Lines & Service
Disciplines surveyed had
little evidence of a CSI
culture (with the exception
of Service Operations)

6. Embedding a culture of CSI (contd.)
Actions taken to enforce and monitor CSI principles
– Set up a CSI leads organisation
– Define clear & consistent Terms of Reference
– Provide Lean & Six Sigma expertise & training
– Provide Measurement and Reporting expertise
– Set targets for Process Improvement
– Implement metrics that track performance against target
– Rollout the 7-step process
– Identify and facilitate improvement initiatives
– Monthly meetings established with CSI Leads & CSI sponsor
– Monthly Communications put in place through account channels
– Schedule a follow up survey to review effectiveness of actions (Nov 11)

7. e.g. Practical Service Improvement
• Establish a reliable method
• 7 W and 8th waste decreased
• Apply lean solutions
Design Integrate Pre-prod Delivery
Pure Delay
Non Value Add Effort
Value Add Effort
Cost Decreased Revenue & Profit Increased