1. 1. Service Improvement Process CSIDefine CSI DeliverClosureStrategic CSI CSI ServiceCSI LeadsBenefits Opportunityinitiative & Strategic CSI certificateInitiativeImprovementReviewrealisedIdentified ROI / VOIinitiative signed offDelivered Monitor Strategic CSIinitiativeCSI Service CSI ServiceCSI Measurement & ReportingService Reporting Measures ExecutiveDashboards Confirm CSIReview &Service RefreshedPrioritiesApprovalStrategy Service CSI Define CSIConfirmClosureDisciplines &Deliver CSIBenefits CSI Initiative Opportunity initiative &DeliverycertificateLines initiativerealisedDeliveredIdentifiedROI / VOI Approach signed off
2. 2. Our demonstrated improvementapproach 1IdentifyStrategicAPPROACHDirection 7 Implement2improvement Define whatto measure Agree stakeholders Define what you should measure6Present the 3 Define what you can measureGather the informationdata Gather the Data Process the data5 4 IMPROVEMENTAnalyse theinformationProcess 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. 3. CSI initiatives progress and realisebenefits, which are reported indashboards1IdentifyStrategicDirection72Implement DefineImprovement Dashboardimprovement what to Moved from basic SIP reporting measure Into combined operating modelenabling CSI Leadership to...63Present the Gather the Account Dashboardinformationdata In place since July 2010 2011 Development of Dashboardincluded Process performance5 4Analyse the metricsProcess theinformation data
4. 4. Ultimately theres a virtuousCSI spiral17 26 31 5 47 2Strategic CSI Facilitate6 3 15 4 7 2 Tactical Service or Process Lead 6 3 5 4Operational Teams Lead
5. 5. Embedding a culture of CSI A Maturity model baseline CSI ethos maturity model Nov 2010was completed in Nov 2010 Service Lines & ServiceDisciplines surveyed hadlittle evidence of a CSIculture (with the exceptionof Service Operations)
6. 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. 7. e.g. Practical Service Improvement Establish a reliable method 7 W and 8th waste decreased Apply lean solutionsDesignIntegrate Pre-prod Delivery Pure Delay Non Value Add Effort Value Add Effort Cost Decreased Revenue & Profit Increased