Module 4 Lecture 2: Improvement Management

Improvement management

Improvement management is focused on quickly capturing, monitoring and fixing day-to-day failings within the system. Well run, such a system not only fixes problems quickly and effectively but is seen to be doing so, and enjoys a strong feedback loop to further service design. It is very important that mistakes are not replicated, lessons are learned once, and effective means exist to pass-on the learnings to the next project. Historically improvement management has focused on tactical, well-executed activities but this session will also demonstrate the importance of improvements in strategic thinking.

Learning objectives

  • Ensure that failures or sub-standard performance is quickly and effectively dealt with
  • Describe processes that systemically engage all those engaged with the delivery of the workplace solution into a virtuous circle of improvement and innovation
  • Ensure that lessons are learned and lead to permanent elimination of those same failings