Systems and Processes

Continuous Improvement and Consistency of Systems and Processes

Developing a Disruptive System of consistent and continuous improvement. There are many benefits to an organization and its customers when there is a focus on continuously improving. The benefits are:

• Higher customer satisfaction

• Higher employee satisfaction

• Lower costs and increased revenue

• Increased organizational capacity and growth

• Less waste

• Better problem solving skills

• More standard processes with more consistent outcomes

The principles behind quality and continuous improvement include:

• Focusing on the customer and what they value

• Focusing on making a process more efficient and with less waste

• Decision making based on data

• Leadership, vision, and unity of purpose

• A system-wide cultural attitude of striving to continuously improve

• Respect and engagement of the people who do the work

Develop a Organizational Culture for Continuous Improvement and Consistency of Systems and Processes by encouraging staff to:

• Be imaginative and open to new ideas and new learning

• Be accepting of change and seek to understand one's role in any change initiative

• Question Constructively: ask what’s working, what’s not working, what could be better?

• Question why: ask open-ended questions to prompt thinking and dig deeper into problems or issues. Use the Toyota 5 Why method.

• Be part of an improvement effort

• Develop self and encourage others to do the same

• Focus on improving process, not people

• Engage in team and provide peer-to-peer support

• Model the behavior you seek or expect in others

• Hold yourself accountable

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