Continuous Improvement & Benchmarking
Define the service – Guide
Use the Service Definition and Process Selection worksheet to work through thesequestions.
1.Define the service
Fill in the first page.
General description of theservice.
What is the service meant toachieve in the long term?
Who are the customers served?
What is delivered by theservice?
Describe geographical dispersionof the service, customer groups
Are any parts of the serviceoutsourced?
Are there external standardscontrolling service delivery?
What laws affect the operationof the service?
What other people or groupshave a valid interest in theoperation of the service?
Opportunities for improvement
Are there known opportunitiesfor improvement?
Describe the service.
What are the boundaries? What activities are included in theservice?
What are your goals for the service?
is the service meant to achieve in the longterm?
Is there a strategic plan or an operational plan stating service goals?
Who are the customers of the service?
What groups do customers fall into? Are theyall served equally?
What are the outputs of the service?
What does the service directly deliver to itscustomers?
Describe geographical dispersion of the service, and whether there are any other variations, for example between customer groups.
Are any parts of the service outsourced to private providers or to other levels of government?
What are the service standards?
Are there standards controlling service delivery? Arethey consistent across customer groups are do they vary, for example according towhether residents are in the urban or rural areas?
124019502.doc Created: 27-Oct-04 Revised: 14-Mar-05 © 2004 ADB Institute1 of 7