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CIB Facilitators Handbook.

CIB Facilitators Handbook.

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Published by adbwaterforall
CIB Facilitators Handbook.
CIB Facilitators Handbook.

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Published by: adbwaterforall on Jan 18, 2013
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02/10/2014

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Continuous Improvement & Benchmarking
 
Continuous Improvement andBenchmarking
Facilitator’s Handbook
 
This Handbook is to accompany the CIB Learning Toolkit CD. The Handbook, contains the same materialas the CD, except for the PowerPoint slide shows, which may be accessed from the Toolkit CD.You can access any page quickly by clicking on any line in the Contents (Control + click if your browser has started up Microsoft Word and opened the document in a new window).To return to the Contents page, press Control + Home.
124733571.doc Created: 24-Sep-07 Revised: © 2004 ADB Institute1 of 124
 
Continuous Improvement & Benchmarking
 
Contents
WELCOME ......................................................................................................................3INTRODUCTION ..............................................................................................................5FACTORS FOR SUCCESS .............................................................................................7STAKEHOLDERS' ROLES ..............................................................................................9READINESS ..................................................................................................................12PREPARE ......................................................................................................................15APPOINT THE ACCOUNTABLE OFFICER .................................................................16ORGANIZE A STEERING COMMITTEE .......................................................................19ORGANIZE A CIB WORKING GROUP .........................................................................22APPOINT THE FACILITATOR .......................................................................................25PLAN PILOT CIB IMPLEMENTATION .........................................................................28ORGANISE ....................................................................................................................38INSTITUTIONALIZE ......................................................................................................42PLAN FOR A FULL CIB IMPLEMENTATIONINSTITUTIONALIZE> ...................................................................................................43ROLE OF THE FACILITATOR ......................................................................................75ASSESSMENT ANSWERS ...........................................................................................77GLOSSARY OF TERMS - ENGLISH ...........................................................................117
124733571.doc Created: 24-Sep-07 Revised: © 2004 ADB Institute2 of 124
 
Continuous Improvement & Benchmarking
 
Welcome
Welcome to the Continuous Improvement and Benchmarking (CIB) learningtoolkit, designed to assist service delivery agencies improve and extend their services to their communities.Purpose of the toolkitThe purpose of this Learning toolkit is to make municipal service providers awareof CIB and provide them with a practical guide on how to successfully applythese techniques to improve services
1
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Who can use the toolkit
The toolkit is designed for local governments but can be applied by any level of government. You will need to make adjustments to organization, unit and positionnames to suit your own organization. The toolkit will be of most benefit toindividuals involved in teams focused on improving services. This can includemunicipal staff, managers, contractors and NGOs.
How to use the toolkit
This toolkit provides a structured, step-by-step instruction on how to improve aservice. Work through the modules in sequence, using the CD. This Toolkit isdesigned for use in learning programs assisted by a skilled Facilitator. Theprogram should be worked through in sequence, with guidance and assessmentof learning progress. This Handbook is intended for use only when a computer isnot available for use during the learning process.
Getting started
If you are new to CIB, please read the
Introduction
first. We strongly recommend youtake the Tour of the Toolkit by following the link on the Home Page or in the Introductionpage on the CD. If you have decided to proceed with CIB and want to plan a pilot
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Disclaimer 
The views expressed in this CD-ROM are the views of the authors and do not necessarilyreflect the views or policies of the Asian Development Bank (ADB) or Asian Development Bank Institute(ADBI), or their Board of Directors, or the governments they represent. ADB does not guarantee theaccuracy of the data included in this package and accepts no responsibility for any consequences of their use. Terminology used may not necessarily be consistent with ADB official terms.
124733571.doc Created: 24-Sep-07 Revised: © 2004 ADB Institute3 of 124

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