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Continuous Process Improvement

Matthew Rees
Business Transformation Manager

July 2006
A process takes an input from a customer (or
supplier) and produces an output for a customer

Input Process Output

Inputs from customers can be Outputs can be services, e.g.


service requests, complaints a repaired pavement, or
or requests for information information, e.g. library
opening times
Inputs from suppliers include
planning applications where
the customer is the decision
maker, e.g. PAC

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If improvement is restricted to just the process this
does not deliver sustained improvement

Input Process Output

Changing the process can


deliver improvements but is
limited in scope to the
organisation’s perspective,
e.g. it does not take account
of the customers’ views

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Giving feedback on the inputs enables the
suppliers to improve their quality (as we judge it)

Input Process Output

Give feedback
on the inputs

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Requesting feedback on the outputs allows us to
continually meet customer needs

Input Process Output

Give feedback Request feedback


on the inputs on the outputs

Use the feedback to


improve the outputs

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Identifying ways to reduce the inputs where these
add little value, e.g. enquiries, reduces costs

Input Process Output

Give feedback Request feedback


on the inputs on the outputs

Identify ways to Use the feedback to


reduce the inputs improve the outputs

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These three additional processes ensure that we
continually maintain quality and minimise costs

Input Process Output

Give feedback Request feedback


on the inputs on the outputs

Identify ways to Use the feedback to


reduce the inputs improve the outputs

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This is how it could work with Members’ Enquiries

• Let members know when their enquires are unclear or


ambiguous
• Include a feedback slip on response letters and/or run
periodic workshops with members to establish what
improvements need to be made to our responses and
then include these improvements in a revised
Members Enquiries process
• Analyse members enquiries to see if some can be
removed by making more (or better) information
available to members via reports and/or the internet

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This is how it could work with Planning
Applications

• The validations process already gives applicants


feedback when applications are incomplete etc.
• The new pre-applications process will give improved
feedback to applicants prior to the submission of the
formal application
• Refer to the presiding officer’s notes and/or run
periodic workshops with members to establish what
improvements need to be made to our reports and
then include these improvements in the updated
Planning Applications process
• Analyse customer enquiries to see if some can be
removed by making more (or better) information
available via leaflets and/or the internet
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