Define the service

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Analyze
Continuous Improvement & Benchmarking

Learning Objectives

Have the skills to:
   

Understand what a service is Understand what a process is Understand the service/ process delivery model How to score and choose processes for a CIB project

Service Process Delivery model Score Choose

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Continuous Improvement & Benchmarking Define the service

Worksheet 1: service characteristics
Service Definition
Service description
General description of the service.

Service goals
What is the service meant to achieve in the long term?

Customers
Who are the customers served?

Service outputs
What is delivered by the service?

Service distribution
Describe geographical dispersion of the service, customer groups

Delivery means
Are any parts of the service outsourced?

Service standards
Are there external standards controlling service delivery?

Legislation
What laws affect the operation of the service?

Stakeholders
What other people or groups have a valid interest in the operation of the service?

Opportunities for improvement
Are there known opportunities for improvement?

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Continuous Improvement & Benchmarking Define the service

Government agencies deliver services
Department of Health
Services

A service is a group of activities carried out by: • Departments, • Divisions or • Sections which aim to satisfy a public need.

Hospital & primary health care service Family health service Disease control service Environmental health service

Community health service Medical supplies service Health promotion service

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Continuous Improvement & Benchmarking Define the service

Services are delivered through processes
A service is usually delivered through a number of different processes. A process is a series of steps that are linked together and which provide an output to a customer.
Medical Medical supplies supplies service service

Processes Order medical supplies Distribute medical supplies to Area medical stores Store medical supplies Distribute medical supplies to aid posts and health centres

Manage stocks at all stores

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Continuous Improvement & Benchmarking Define the service

Solid waste - processes
CIB project in the Philippines to improve Public complaints and Solid waste – showing how the overall service is broken down into major processes. The processes circled in red were those processes chosen for analysis.

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Continuous Improvement & Benchmarking Define the service

Services are delivered through processes
Process

Suppliers
Who supply what we use

Inputs What we use What we do

Output What we deliver

Residents / Customers
Who we serve

A process is a series of steps that are linked together and provide an output to a customer.

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Continuous Improvement & Benchmarking Define the service

Outcomes are achieved, over time

Process
What we do

Suppliers
Who supply what we use

Inputs
What we use

Outputs
What we deliver

Residents / Customers
Who we serve

Outcomes
What we achieve

Outputs, produced over time, contribute to achieving outcomes of the service. These outcomes should match the goals planned for the service.
Continuous Improvement & Benchmarking Define the service

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Example: Community Health

Process
Suppliers
Who supply what we use

Inputs
What we use

What we do

Outputs
What we deliver

Conduct health clinics

Residents / Customers
Who we serve

Outcomes
What we achieve

•Medical suppliers. •Utilities suppliers. •Publishers.

•Equipment. •Drugs. •Staff. •Water, gas, power. •Educational materials.

•Patients from •Diagnoses. rural and urban •Prescriptions. •Surgical procedures. communities. •Health advice.

•Reduced mortality. •Increased longevity.

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Continuous Improvement & Benchmarking Define the service

Example: Solid waste management

Process
What we do

Suppliers
Who supply what we use

Inputs
What we use

Outputs Collect household waste
What we deliver

Residents / Customers
Who we serve

Outcomes
What we achieve

•Vehicle suppliers. •Bin suppliers.

•Trucks. •Bins. •Staff.

•Household waste removed.

•Householders

•Reduced street litter. •Improved sanitation. •Reduced disease.

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Continuous Improvement & Benchmarking Define the service

Example: Parking management

Process
Suppliers
Who supply what we use

Inputs
What we use

What we do

Outputs
What we deliver

Provide off-street parking

Residents / Customers
Who we serve

Outcomes
What we achieve

•Landowners / building owners.

•Land / buildings •Staff

•Off-street parking spaces.

•Vehicle users. •Shop operators.

•Reduced traffic congestion. •Improved footpath access.

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Continuous Improvement & Benchmarking Define the service

Select important processes
 

The next step in your project is to select the service processes to work on. This is because only some processes in the service delivery directly contribute to the objectives of the CIB project. To select the important processes to work on, we will use the CIB Process selection worksheet.

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Continuous Improvement & Benchmarking Define the service

How to use the CIB Process selection worksheet
 

List all the processes for the service. Rate the processes for improvement opportunity:
Problems relate to the problems you are trying to solve for the service;  Resources used – how big is the process in its use of employees and money.  Impact on customers – how much the process directly affects customers.

 

Rank the processes in order of their ratings. Choose the most important processes and write a Process Definition for each.

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Continuous Improvement & Benchmarking Define the service

Continuous Improvement & Benchmarking

Worksheet 2: List all processes & their outputs; rank for improvement.
Processes Outputs Problems 9 = very serious 6 = significant 3 = small 1 = very minor Resource usage 3 = large 2 = moderate 1 = small Impact on external customer 3 = high impact 2 = medium impact 1 = low impact Total score = sum of ratings Ranking

Process Selection Worksheet
Service

List all the processes within the service. List the outputs – what each process delivers directly to its customers. Rate each process for (a) how its problems contribute to the overall service problem you are trying to solve; (b) how big it is, measured by its usage of people and money resources; and (c) how much impact the process has directly on customers. Add up the score for each process. Rank the processes in order.

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Continuous Improvement & Benchmarking Define the service

Define the processes

The next step is to fill out a Process definition worksheet for each of the processes you have chosen.

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Continuous Improvement & Benchmarking Define the service

Worksheet 3: Process definition
Continuous Improvement & Benchmarking

Process Definition worksheet
1: Define the process
Write down the Customers and Suppliers and the Inputs, Outputs and Outcomes of the Process.

Process Suppliers
Who supply what we use

What we do

Customers
Who receive our outputs

Outcomes
What we achieve

Inputs
_________________ _________________ _________________
What we use

Outputs
What we deliver

_________________ _________________ _________________

_________________ _________________ _________________

_________________ _________________ _________________

_________________ _________________ _________________

2. Note any specific issues for this process
Service standards Problems delivering outputs Problems achieving desired outcomes

Created: 29-Oct-04

Revised: 0-XXX-00

© 2004 ADB Institute

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Continuous Improvement & Benchmarking Define the service

Disclaimer

The views expressed in this Toolkit are the views of the authors and do not necessarily reflect 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 and ADBI do not guarantee the accuracy of the data included in this CD-ROM and accepts no responsibility for any consequences of their use. Terminology used may not necessarily be consistent with ADB official terms.

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Continuous Improvement & Benchmarking Define the service

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