- IT managers must work hard to maintain and improve service quality or risk performance deterioration over time.
- Leadership may feel lost about what to do next and which initiatives have higher priority for improvement.
- The backlog of improvement initiatives makes the work even harder. Managers should involve the right people in the process and build a team that is responsible to monitor, measure, prioritize, implement, and test improvements.
Our Advice
Critical Insight
- Without continual improvement, sustained service quality will be temporary. Organizations need to put in place an ongoing process to detect potential services, enhance their procedures, and sustain their performance, whatever the process maturity is.
Impact and Result
- Set strategic vision for the continual improvement program.
- Build a team to set regulations, processes, and audits for the program.
- Set measurable targets for the program.
- Identify and prioritize improvement initiatives.
- Measure and monitor progress to ensure initiatives achieve the desired outcome.
- Apply lessons learned to the next initiatives.