The management of the customer service unit decided to initiate the project after a very successful process improvement project. During the previous project, process issues were identified and selected improvement ideas were implemented within the company.
Problem summary
The absence of a continuous improvement and development framework.
Target state
Defining a continuous improvement model to support development.
Results
A tailored continuous improvement process for the company along with a preliminary plan for its implementation.
A continuous improvement model was created to support the new and improved process
Following the conclusion of the previous process improvement project, the framework for continuous improvement could be outlined to support operations. By defining a clear method for advancing improvement ideas through continuous improvement, we can ensure the ongoing development of processes and operations.
The requirement specifications for the continuous improvement model were defined during one workshop day
The continuous improvement model was defined through a workshop. To kick off the workshop, participants were introduced to the topic of continuous improvement through a concise theoretical package. Comprehending the themes, models and terminology associated with continuous improvement aids individuals in better understanding its significance, thus fostering greater commitment to the newly defined model.
Many continuous improvement models share similarities when compared, but none are directly applicable to a company’s needs without customization to fit its operational context. The definition of the company’s continuous improvement model began by reviewing Flovio’s model, which can be broken down into six parts:
- Plan
- Analyze
- Improve
- Validate
- Publish
- Implementation
The initial outline of the company’s continuous improvement model began with the general model as the basis. Initially, a process description was created, outlining how the company’s continuous improvement should operate. To ensure the model’s functionality post-deployment, both general and stage-specific responsibilities had to be defined.
During the workshop, the necessary metrics for continuous improvement were also defined to ensure that continuous improvement yields the desired results in the future. As the workshop was finishing up, we also set forth measures that were needed to bring the model to life. From these, we crafted a dynamic deployment plan by assigning roles and establishing a timeline.
The key benefits of the continuous improvement project for the client include:
- Increased understanding of continuous improvement
- A tailored continuous improvement model for the company:
- A continuous improvement process description including responsibilities, tailored to the company’s operational environment
- Stage-specific descriptions of the model’s content along with specifications of the templates required for each stage
- Metrics defined for monitoring operations
- Initial deployment plan for the implementation of the continuous improvement model
