Purpose: To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services. It uses models and techniques to support improvement aligned with strategy.
Exam Details: Everyone's responsibility. Requires commitment. Benefits from small dedicated team. Decisions based on accurate, analyzed data. Select few key methods. Often involves creating business cases. Uses CIR to track ideas. Uses 7-step Model (see 3.4). Involved in implementing problem resolutions.
Practical Implementation:
Challenges: Getting buy-in for improvement, prioritizing improvement initiatives, securing resources, measuring the impact of improvements, embedding improvement into the culture.
CSFs: Leadership commitment, a clear vision for improvement, a structured approach (like the 7-step model), involvement from all levels, data-driven decision making, celebrating successes.
Your Role: Continual improvement is everyone's responsibility. Look for opportunities to improve your own work, suggest improvements to processes or services, and participate in improvement initiatives. Use data to support your ideas.