Planning a service improvement
This page provides a checklist of questions you may want
to address when planning a service improvement.
Define the service improvement
State the improvement
- What is the action and the end result?
- Why are we doing this?
- When do we need this to be done?
- How much will/can this cost?
Develop objectives
- At the end of the service improvement, what results will
we have?
- What value will be gained?
- What constraints do we face?
- What requirements must be met?
Break down the improvement into sub-projects
- What must be delivered or accomplished?
- What must we do to met this objective?
- How will we do that?
Identify resource requirements
- What knowledge and skills are needed?
- What equipment, facilities, supplies and material are
needed?
- What special or unusual resources are needed?
- How much? What cost?
Planning Phase
Assign responsibility
- Who has resources for each element?
- Who has knowledge or information?
- Whose commitment do we need?
Sequence timetable
- In what order must elements be complete?
Schedule
- How long will each element take to complete?
- When in calendar time, will each element start and end?
Schedule resources
- For each element, what could go wrong?
- How can we make this likely cause less likely?
- What will we do if the potential problem happens anyway?
Implementation Phase
Start to implement
- How will the project team know to start?
- How will the team work together?
- How will everyone know what is expected?
Monitor project
- How is project progressing against:
- Objectives? Milestones? Schedule? Budget?
Modify project
- What do we need to do to:
- Maintain/return to schedule?
- Meet objectives?
- Respond to threats and opportunities?
Evaluate
- Who will be involved in the closeout? When? Where?
- How did project do against: Objectives? Plan?
- What was learned?
- What will be done differently next time?
- What will trigger the contingent action?
