Guide
OPERATE_IMPROVE
Checklist: 0 of 5 completed
OPERATE & IMPROVE | IDENTIFY → ANALYZE → IMPLEMENT → REVIEW
Capture lessons learned, identify improvement opportunities, implement corrective actions and confirm that expected benefits are achieved.
INPUT: Performance evidence, feedback and lessons learned
PRIMARY OUTPUT: Improved Process / Solution
EXPECTED OUTCOME: Continuous improvement actions implemented and measurable value delivered
1. IDENTIFY
What should be improved?
Collect feedback, lessons learned and performance data to identify improvement opportunities.
2. ANALYZE
Why is improvement needed?
Understand root causes and assess improvement options.
3. IMPLEMENT
Have the improvement actions been executed?
Implement approved actions and update processes, tools or ways of working.
4. REVIEW
Did the improvements deliver the expected results?
Verify outcomes and confirm benefits realization.
OUTPUT
Improvement Opportunities
LINKED TOOL / EVIDENCE
Feedback / KPI Evidence / Lessons Learned
Paste SharePoint / Teams link here
OUTPUT
Improvement Plan
LINKED TOOL / EVIDENCE
Root Cause Analysis / Improvement Assessment
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OUTPUT
Implemented Improvements
LINKED TOOL / EVIDENCE
Action Tracker / Change Record / Updated Documentation
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OUTPUT
Verified Benefits
LINKED TOOL / EVIDENCE
Benefits Review / KPI Dashboard / Review Evidence
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IMPROVEMENT GATE
Have the improvements been successfully implemented and verified?
EXIT CRITERIA
GATE DECISION
Decision
GO → 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
HOW TO USE: keep detailed feedback, KPI, root cause, change and action evidence in the existing tools. Record the conclusion here and add the relevant links. Do not duplicate entire reports.
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