The 7-step improvement process involves: (1) defining metrics to measure, (2) determining what can actually be measured, (3) gathering data, (4) processing the data, (5) analyzing the results, (6) presenting the information, and (7) implementing corrective actions. The goal is to continuously monitor performance, identify issues, and make improvements through this cycle of measuring, analyzing, presenting, and taking action.

1. The 7-Step Improvement Process
Explain seven step
improvement process.
Mustufa Sir

2. Step One – Define what you should measure
• Compile a list of what you
should measure.
• This will often be driven by
business requirements.
• Don’t try to cover every
single eventuality or
possible metric in the world.
• Make it simple. The number
of what you should measure
can grow quite rapidly.
Mustufa Sir

3. Step Two – Define what you can measure
• Every organization may find
that they have limitations on
what can actually be
measured.
• If you cannot measure
something then it should not
appear in an SLA.
• Start by listing the tools you
currently have in place.
• These tools will include
service management tools,
monitoring tools, reporting
tools, investigation tools and
others.
Mustufa Sir

4. Step Three – Gathering the data
• Gathering data requires having some
form of monitoring in place.
• Monitoring could be executed using
technology such as application, system
and component monitoring tools or even
be a manual process for certain tasks.
• It is important to remember that there
are three types of metrics that an
organization will need to collect to
support CSI activities as well as other
process activities. The types of metrics
are:
– Technology metrics
– Process metrics
– Service metrics
Mustufa Sir

5. Step Four – Processing the data
• Convert the data in the
required format and for the
required audience.
• Report-generating technologies
are typically used at this stage
as various amounts of data are
condensed into information for
use in the analysis activity.
• The data is also typically put
into a format that provides an
end-to-end perspective on the
overall performance of a
service.
• Process the data into
information and use this
information to develop insight
into the performance of the
service and/or processes. Mustufa Sir

6. Step Five – Analysing the data
• Once the data is
processed into
information, you can then
analyse the results.
• Data analysis transforms
the information into
knowledge of the events
that are affecting the
organization.
• More skill and experience
is required to perform
data analysis than data
gathering and processing.Mustufa Sir

7. Step Six – Presenting and using the information
• The sixth step is to take
our knowledge and
present it, that is, turn it
into wisdom by utilizing
reports, monitors, action
plans, reviews, evaluations
and opportunities.
• Format this data into
knowledge that all levels
can appreciate and gain
insight into their needs
and expectations.
Mustufa Sir

8. Step Seven – Implementing corrective action
• Use the knowledge
gained to optimize,
improve and correct
services.
• Managers need to
identify issues and
present solutions.
• Explain how the
corrective actions to be
taken will improve the
service.
Mustufa Sir

9. •Step Five – Analysing
the data
•Step Six – Presenting
and using the
information
•Step Seven –
Implementing
corrective action
•Step Three – Gathering
the data
•Step Four – Processing
the data
•Step One – Define what
you should measure
•Step Two – Define what
you can measure
Plan Do
CheckAct
Mustufa Sir

10. Reference:
Mustufa Sir

11. Thank you…
All the best
Mustufa Sir