The Deming Cycle

The Deming Cycle was introduced in Chapter 3. Below we expand the methods and techniques involved.

Figure 5.6 Deming Cycle – adapted for CSI

• Planning for CSI (Plan) – the planning process should address the following items:
• Scope of CSI
• Establishing goals for improvement including gap analysis, definition of action steps to close any gaps and establishing and implementing measures to assure that the gaps have been closed and benefits achieved
• Objective s and requirement s for CSI
• Interfaces between CSI and the rest of the service lifecycle
• Process activities to be developed
• Framework of management role s and responsibilities
• Tools as appropriate to support the processes
• Methods and techniques to measure, assess, analyse and report on the quality, effectiveness and efficiency of service s and service management processes.
• Implement CSI (Do) – implementing CSI includes the following:
• Funding and budget s required to support CSI
• Documenting roles and responsibilities
• Allocation of roles and responsibilities to work on CSI initiatives
• Documenting and maintaining CSI policies, plan s and procedure s
• Communicating and training on documented policies, plans and procedures
• Ensuring monitoring, analysis, trend evaluating and reporting tools are in place
• Integrating with Service Strategy, Service Design, Service Transition and Service Operation.
• Monitor, measure and review CSI activities (Check)

The objective of this stage is to monitor, measure and review that the CSI objectives and plans are being achieved. As with other processes, this includes reporting against plans, documentation review, conducting process assessment s and audit s. The key is to identify and recommend CSI process improvement opportunities.

• Continual improvement (Act)

This stage requires implementing the actual CSI enhancements. For example, this could involve updating CSI policies, procedures, roles and responsibilities.

Дата добавления: 2015-10-02