Guide
OPERATE_IMPROVE
Checklist: 0 of 11 completed
INPUT: Performance evidence, feedback and lessons learned
PRIMARY OUTPUT: Improved Process / Solution
EXPECTED OUTCOME: Continuous improvement actions implemented and measurable value delivered
| Step | Description | Output | Linked tool / Evidence |
|---|---|---|---|
| Output 1IDENTIFY | Use feedback, lessons and performance data to identify improvements. Checklist | Improvement Opportunities | Feedback / KPI Evidence / Lessons Learned |
| Output 2ANALYZE | Find root causes and assess improvement options. Checklist | Improvement Plan | Root Cause Analysis / Improvement Assessment |
| Output 3IMPLEMENT | Implement approved actions; update processes and tools. Checklist | Implemented Improvements | Action Tracker / Change Record / Updated Documentation |
| Output 4REVIEW | Measure outcomes and verify benefits. Checklist | Verified Benefits | Benefits Review / KPI Dashboard / Review Evidence |
SUCCESS METRICS
• Service availability achieved
• Critical incidents within target
• Stakeholder satisfaction maintained
• Business outcomes achieved
• Improvement benefits sustained
SERVICE RHYTHM
Monthly service review: service levels / KPIs, incident and problem trends, supplier performance, user feedback, benefits and improvement backlog.
Owner: IT / Service Owner | Output: agreed priorities, actions and improvement decisions
FINAL STEP · PHASE CLOSURE
IMPROVEMENT GATE
0 / 6 gate criteria completed
Have the improvements been successfully implemented and verified?
EXIT CRITERIA
GATE DECISION
DecisionGO → EMBED IMPROVEMENT
GO → EMBED IMPROVEMENT
Improvement successfully implemented and embedded in the current way of working.
HOLD → Additional Actions Required
Further improvements or monitoring are required.
REJECT → REASSESS
Expected results were not achieved. Re-evaluate the approach.
IMPROVEMENT NOTES
• Improvement implemented
• Measured result / KPI impact
• Benefits confirmed
• Residual issues
• New standard or updated way of working
• Additional actions and owners