BUILDING A PERFORMANCE IMPROVEMENT PLAN

As we identify shortfalls using the service excellence model and the assessment framework for the service engine (scoring the latter in the table of Figure 4.1) we will identify opportunities for improvement. These can be added to the diagram illustrated below (Figure 4.11) so that we can quickly put a structure around a future improvement programme. Priorities can be highlighted so that rather than a ‘cause and effect’ fishbone diagram, we can consider this to be more of an ‘improvements and outcome’ diagram.

FIGURE 4.11 The ‘improvements and outcome’ fishbone diagram