Functions and Processes in Continual Service Improvement Part 1

CSI improvement process

• The CSI improvement process or 7-step improvement process describe how to measure and report
• Improvement take place according to P-D-C-A cycle
• The CSI plan phase results in a Service Improvement Plan (SIP)

Activities, methods and techniques

• CSI will measure and process these measurements in a continual improvement process
• This will take place in seven step from measurement to improvement

Seven step from measurement to improvement

1. What should you measure? - What would be the ideal situation? This must follow from the vision and precede the assessment of the current situation
2. What can you measure? - This step follows from phase III of the CSI model: Where do we want to be? By researching what the organization can measure, it will discover new business requirements and new IT options. By using gap analysis CSI can find areas for improvement and plan these
3. Gather data (measure) - In order to verify whether the organization has reached its goal, it must perform measurements. The measurement must follow from its vision, mission, goals and objectives
4. Process data - The processing of data is also necessary for monitoring purposes. This must happen according to CSFs and KPIs determined
5. Analyze data - Discrepancies, trends and possible explanations are prepared for presentation to the business. This is also an important part of phase V of the CSI model
6. Present and use information - This is where the stakeholder is informed whether his goals have been achieved
7. Implementation corrective action - Create improvements, establish a new baseline and start the cycle from the top

• The cycle is preceded and closed by identification of vision and goals (identify).This is where the vision, strategy, tactical and operational goals are charted
• This step returns in phase I of the CSI model: determine the vision

Connection between CSI Model and CSI Improvement Process


Activities, methods and techniques

• If no baseline has yet been determined, that measurement must take place first. The first measuring results will be the baseline
• Every level should be charted in this process: strategic goals and objectives, tactical process maturity and operational metrics and KPIs
• In this way, a knowledge spiral develops: the information from step 6 in the operational level is input for step 3 (gather data) of the tactical level, and information from the tactical level will provide data to the strategic level

Knowledge Spiral


Activities, methods and techniques

• Never allow “measuring” to become a goal unto itself. Before a manager decides what he will be measuring and for how long, he should contemplate why he should measure and how he will put the results to use
• This depends on the goal of the manager. The four most common reasons to measure are:
• Validate – to test prior decisions
• Direct – set direction to activities in order to reach goals
• Justify – support for the necessity of a certain action
• Intervene – determine a point at which corrective actions or changes in the process are required

Source: OGC