Process Improvement

* Introduction

Information and Technology Services (ITS) is on a path toward becoming a service-driven organization. This delivery model recognizes that what we deliver to our customers is not a physical asset but rather the combined behaviors, skills, processes, management systems, and technologies we use to deliver value to a customer however the customer defines value.

Since value is defined by customers, it is crucial that ITS keeps its customers as the central focus in all aspects of service delivery. This ensures a higher likelihood that services are accurately aligned to customers’ needs and expectations so they experience value at the point of consumption. The effectiveness of the myriad processes employed in providing any service can have a positive or negative, direct or indirect impact on that customer experience. Therefore, it is prudent for ITS to follow a disciplined approach to process improvement management as a business tactic for responding effectively and rapidly to customers to ensure their best possible experience.

* Document Scope

This is a guideline and companion document to the ITS Process Improvement Methodology. It discusses processes and explains the importance of process improvement. It introduces you to the stages, phases, and activities of the methodology and some of the Lean process improvement concepts around which they are designed. You will find information about supporting materials and tools, as well as information for obtaining PSM Process Improvement Services support.

You may wish to actively refer to this document and other provided materials when reviewing the methodology. However, do not mistake its contents (or that of any related ITS-authored materials) as comprehensive treatment of the subject of process improvement or the Lean approach. References to related information and appropriate professional development resources are provided at the end for your additional study.

Process improvement is one part of the...