M3 Playbook > Phase 5: Operations > 5.7 Conduct Continuous Process Improvement
5.6 Decommission Legacy Systems
5.8 Manage Integrated Contact Center
5.7 : Conduct Continuous Process Improvement
Process and Service Delivery
Objective
Monitor operational performance to identify and implement process improvement opportunities.
View Lessons LearnedRecommended Best Practices
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Shared
Monitor performance of the new system and processes
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Shared
Identify areas for process improvement
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Shared
Validate As-Is and document Target State Process Flows and update Standard Operating Procedures (SOPs)
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Shared
Communicate changes to stakeholders and train end users as necessary
5.7 Lessons Learned
- Define key performance metrics to monitor operations and identify improvement opportunities
- Define meeting cadence and mechanism for performance reviews, including customer satisfaction surveys
- Use SOPs to continue monitoring process flows in order to identify potential opportunities for process enhancement, updating SOPs on a regular basis
- Leverage the Performance Management Guidebook for guidance on continuous performance management and improvement
Stakeholders
Recommended stakeholders, inputs, & outputs may vary by implementation; however, agencies that contributed to this Playbook reported these factors as increasing the likelihood of success.Customer
- Change Management Lead
- Communications Lead
- O&M Team
- Training Lead
Provider
- Change Management Lead
- Communications Lead
- O&M Team
- Training Lead
Inputs
- Target State Process Flows
- Standard Operating Procedures
- Service Level Agreements (SLAs)
- Lessons Learned Report
Outputs
- Target State Process Flows
- Standard Operating Procedures
- Service Level Agreements (SLAs)
