Overview of Continuous Improvement and Benchmarking Techniques

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Overview of Continuous Improvement and
Benchmarking Techniques
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Objectives

• Learn about Continuous Improvement and
  Benchmarking (CIB) techniques
• Understand the CIB process
• Learn about Services
• Learn about Capacity to improve
• Learn about Barriers to improvement

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Changing Needs

• Rapid growth in population
• Demand for industry and employment
• Demand for transport and infrastructure
• Growth in consumer technology and fashion
• Increasing focus on the environment and
  sustainability
• Increasing focus on social welfare
• Increasing focus on equality and poverty reduction

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Continuous Improvement and Benchmarking (CIB)?

• CIB has been successfully used in the private and
  public sectors
• Continuous improvement - creating a self
  sustaining change culture through internal teams
  that solve problems
• Benchmarking - seeking best practice through
  comparisons of performance, processes and
  policies

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Continuous Improvement

• A process that involves everyone in the
  organization making a habit of always finding
  better ways of doing things
• Making it a habit, means that it must become a
  part of the normal way people do things
• It never reaches an end, there is always
  something that can be improved

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Benchmarking

• Search for industry best practices that will lead
  to superior performance
• Compares how you do something with how others do
  it, and identifies performance gaps for
  improvement

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Why CIB?

• Achieve greater success in understanding and
  meeting customer needs
• Achieve a deeper understanding of key performance
  measures
• Achieve greater awareness of industry best
  practices and desire to achieve or surpass them
• Achieve improved efficiency, effectiveness, and
  economy

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Overview of the CIB Process
Implement change
Implement
Establish Causes
Develop Solutions
Innovate
Establish Partners
Analyse Difference
Identify Best Practice
Benchmark
Form Teams
Define Processes
Measure Processes
Fix the Obvious
Analyze
Commitment
Resources
Coordination / Facilitation
Skills
Communications
Attitude
Organize
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Analyze
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Focus on a Service

• Service must be comprehendible
• Under control of one manager
• Single or few outputs
• Few number of separate processes
• Clear customer target
• High priority for improvement
• Can be dealt with inside 3 months

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Deploy an Improvement Team

• Skilled team members
• Clear focus and agenda
• Clear schedule of tasks
• Adequately funded and supported
• Motivated and determined to succeed
• Recognised and rewarded for their efforts
• Not in charge of on-going service delivery

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Measure current Performance

• Better understand process weaknesses
• Identify outputs that are faulty or poor quality
• Identify poor access
• Identify slow response or no response
• Understand the customers perception and level of
  satisfaction

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Consult with the Community

• Issues driving their satisfaction
• Their priorities for improvement
• Their barriers to change
• Their capacity to change and pay for a service
• Their acceptance of shared responsibility
• Their preparedness for compliance

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Benchmark with Others

• Learn, share and compare
• What policies are in force
• How a process is delivered
• What facilities are used
• How the community is educated
• How policies are enforced
• What a service costs to deliver
• What level of performance is achieved

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Implement Solutions

• Policy rules by which we act
• Processes the method by which we deliver a
  service
• Facilities the tools by which we deliver the
  service
• Training the way we educate the community to
  use the service
• Enforcement the way we ensure policies are
  complied with
• Management review and assessment

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Pipeline of services

• All services listed and fully described
• All services scored in terms of customer
  satisfaction and social impact
• Services ranked and prioritised for improvement
• Priority setting with commencement date and
  responsibility
• Deliberate budget funding for service improvement
  or change
• A management process that pushes the pipeline
  forward

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Multifaceted approach

• Community
• Customer
• Supplier
• Service manager
• Service provider staff
• NGOs
• Senior management team
• Mayor and council
• Industry
• Media
• Finance

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Analyze
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Benchmark
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Innovate
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Innovate
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Group Learning Activity

• Assess services of your Transport / Public Works
  Ministry
• Assess your capacity to improve
• Assess barriers you may have
• Present top 3 services requiring improvement
• Present top 3 capacity gaps and how you would
  resolve them
• Present top 3 barriers and how you would overcome
  them

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