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Continual Improvement


How to calculate
How to use it
Improvement in Service Quality
Service reports, quality metrics
Percentage increase in quality metrics over time
Measure how service quality evolves as a result of continual improvement efforts
Reduction in Incidents
Incident logs
Percentage reduction in incident reports
Assess effectiveness of improvements in reducing operational issues
Increase in Customer Satisfaction
Customer satisfaction surveys
Change in customer satisfaction scores
Gauge improvements in customer perceptions and satisfaction with IT services
Cost Savings from Improvements
Financial reports
Cost reductions achieved through improvements
Evaluate financial benefits derived from continual improvement activities
Cycle Time Reduction
Process metrics, performance reviews
Reduction in time taken to complete processes
Assess efficiency improvements in process execution
Improvement Initiative Success Rate
Improvement logs
(Successful improvement initiatives / Total initiatives) * 100
Measure the success rate of planned improvement initiatives
Uptime Increase
Performance metrics
Increase in system or service uptime percentage
Monitor improvements in service or system availability
ROI from Improvement Projects
Financial analysis
Return on investment for improvement projects
Evaluate financial returns on investments in continual improvement projects
Employee Engagement in Improvement Activities
HR reports, project logs
Percentage of employees participating in improvement initiatives
Assess the level of employee involvement in improvement efforts
Reduction in Waste
Resource usage reports, waste audits
Reduction in resources wasted
Measure the effectiveness of process improvements in reducing waste
Improvement in Process Compliance
Compliance audits
Increase in compliance with defined processes
Gauge how process adherence improves following enhancement initiatives
Number of Improvement Ideas Generated
Suggestion box entries, meeting records
Total number of improvement ideas submitted
Track the volume and potential of ideas generated for continual improvement
Lead Time Reduction
Service delivery reports
Reduction in lead time for service delivery
Assess how improvements impact the speed of service delivery
Reduction in Error Rates
Quality control records
Percentage decrease in errors or defects
Evaluate the decrease in errors as a result of quality improvement measures
Frequency of Improvement Reviews
Review schedules
Number of times improvement activities are reviewed per year
Monitor the regularity of reviews to ensure continuous improvement cycle
Adoption Rate of New Processes
Process monitoring reports
Speed and extent to which new processes are adopted
Measure how quickly and effectively new or improved processes are adopted within the organization
Effectiveness of Training Programs
Training effectiveness assessments
Improvement in performance post-training
Evaluate how training programs contribute to improved skills and competencies related to improvements
Stakeholder Satisfaction with Improvements
Stakeholder surveys
Stakeholder satisfaction ratings regarding recent changes
Gauge the satisfaction of stakeholders with the outcomes of improvement activities
Time to Realize Improvements
Project logs, benefit realization reports
Average time taken from idea generation to realizing benefits
Assess the speed of implementing improvements and achieving benefits
Percentage of Automated Improvements
Automation reports
Proportion of improvements achieved through automation
Evaluate the role of automation in driving improvements and reducing manual efforts
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