Key inputs

Contracted SLAs / KPIs Company objectives and targets

Key outputs

Key inputs
First priority improvement heading Action plan for improvement Problem and desired state descriptions

Key outputs

1 Agree reporting and develop performance scorecard

Joint understanding of SLAs / KPIs Agreed scorecard

4 Gather data and develop understanding

Data and facts describing current situation

Key inputs
Current performance data Value analysis and SMART targets

Key outputs

Key inputs
Data and facts describing current situation

Key outputs

2 Understand where you are now and where you want to be

Flowcharts, process and value maps for your business relating to how you do things now and what good looks like in the future.

5 Establish root cause

Root causes for differences between problem and desired states

Key inputs
Now and future state flow charts / process models

Key outputs

Key inputs
Root causes for differences between problem and desired states

Key outputs

3 Decide on specifics and plan your approach

Prioritised set of improvement headings. Action plan for highest priority

6 Generate ideas and choose

Agreed detailed plan for getting from problem state to desired state.

Key inputs
Agreed detailed plan for getting from problem state to desired state.

Key outputs

7 Trial the new idea

Facts and data on trial. Stakeholder feedback

Key inputs
Facts and data on trial.
Stakeholder feedback

Key outputs

8 Review success and capture learning

Agreement or otherwise to implement / roll out all or part of the new process Capture data and learning from trial.

Key inputs
Agreement for roll out Key learning for implementation

Key outputs

9 Implementation plan / roll out

A delivered improvement plan An improved process fully implemented

Key inputs
A delivered improvement plan An improved process fully implemented

Key outputs

10 Demonstrate results

Improved performance against high level KPIs. Continuously closing gap between current and future states