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M3 Framework Introduction M3 Framework Overview M3 Phase 0 - Assessment M3 Phase 1 - Readiness M3 Phase 2 - Selection M3 Phase 3 - Engagement M3 Phase 4 - Migration M3 Phase 5 - Operations M3 Resources
M3 Playbook > Phase 5: Operations
5.7 Conduct Continuous Process Improvement
5.6 Decommission Legacy Systems
5.8 Manage Contact Center
Image Map Phase 0: Assessment Phase 1: Readiness Phase 2: Customer Readiness Phase 3: Engagement Phase 4: Migration Phase 5: Operations
Objective: Monitor operational performance to identify and implement process improvement opportunities.

Phase 5 GuidanceLegend - Customer, Provider, Shared
1. Monitor performance of the new system and processes (S)
2. Identify areas for process improvement (S)
3. Validate As-Is and document Target State Process Flows and update Standard Operating Procedures (SOPs) (S)
4. Communicate changes to stakeholders and train end users as necessary (S)

• Target State Process Flows
• SOPs
• Operations and Maintenance (O&M) Service Level Agreements (SLAs)

• Process Flows
• SOPs
• O&M SLAs
• O&M Team (C, P)

Best Practice
• Define key performance metrics to monitor operations and identify improvement opportunities
• Define meeting cadence and mechanism for performance reviews, including customer satisfaction surveys
• Leverage the Performance Principles and Practices (P3) Playbook and Goal Playbook for guidance on continuous process improvement