Baselines

An important beginning point for highlighting improvement is to establish baseline s as markers or starting points for later comparison. Baselines are also used to establish an initial data point to determine if a service or process needs to be improved. As a result, it is important that baselines are documented, recognized and accepted throughout the organization. Baselines must be established at each level: strategic goals and objective s, tactical process maturity, and operational metrics and KPIs.

If a baseline is not initially established the first measurement efforts will become the baseline. That is why it is essential to collect data at the outset, even if the integrity of the data is in question. It is better to have data to question than to have no data at all. Figure 3.2 defines the improvement model.

Figure 3.2 Continual Service Improvement model

Дата добавления: 2015-10-02