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M3 Playbook > Phase 5: Operations > 5.7 Conduct Continuous Process Improvement

5.7 Conduct Continuous Process Improvement

Process and Service Delivery

Task Activities

  1. Shared

    Monitor performance of the new system and processes

  2. Shared

    Identify areas for process improvement

  3. Shared

    Validate As-Is and document Target State Process Flows and update Standard Operating Procedures (SOPs)

  4. Shared

    Communicate changes to stakeholders and train end users as necessary

5.7 Best Practices

  • Define key performance metrics to monitor operations and identify improvement opportunities
  • Define meeting cadence and mechanism for performance reviews, including customer satisfaction surveys
  • Use SOPs to continue monitoring process flows in order to identify potential opportunities for process enhancement, updating SOPs on a regular basis
  • Leverage the Performance Management Guidebook for guidance on continuous performance management and improvement

Stakeholders

Customer

  • Change Management Lead
  • Communications Lead
  • O&M Team
  • Training Lead

Provider

  • Change Management Lead
  • Communications Lead
  • O&M Team
  • Training Lead

Inputs

  • Target State Process Flows
  • Standard Operating Procedures
  • Service Level Agreements (SLAs)
  • Lessons Learned Report

Outputs

  • Target State Process Flows
  • Standard Operating Procedures
  • Service Level Agreements (SLAs)
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