Continuous Improvement & Benchmarking
Questions for investigating service processes
How to use this list
1.Read this list before you begin your investigations.2.Decide which questions in this list need to be answered, and who you should ask.
What Acts, Regulations and official policies and procedures govern this service?
(Ask to view copies.)
What is the division of responsibilities between your organization and others withresponsibilities in this area (what are National / Provincial / Municipal / District / local levelgovernment roles)?
(Prepare by reviewing any official documents on division of responsibilities between thevarious levels of government.)
Are any changes to the organization structure planned or likely soon?
(This question is important because there is no point in doing a detailed analysis and improvement project on something that is soon to be changed through another reform.)
Are there any aid projects affecting this service or process?
What are we trying to achieve in this service or process?
(Use this question only if you do not already know – it should have been established in theservice definition – check the Outcomes.)
What might happen if this service was closed down?
(The response will tell you how important the person thinks the service is – how critical it is for the achievement of important objectives.)
Are you achieving what you planned for the service or process ? If not, what has caused thegap? What actions are planned to reduce the gap?
Planning and Budgeting
Is there a good planning process that forecasts users’ demand for the service and budgets theresources needed?
Who pays for the service? (What is the division of funding between various levels of government, are there any fee-for-service payments by the users of the service, is therefunding by aid donors etc.?)
Are the budget amounts (including any from donors) adequate for meeting service demand? If not, how much is the shortfall?
124053825.doc Created: 30-Oct-04 Revised: 14-Mar-05 © 2004 ADB Institute3 of 13