Dec 13 2023

Decision-making model for continuous improvement

An effective decision model is key to identifying, evaluating and implementing improvement proposals in a structured way. In this article, we describe a decision model that helps organisations manage continuous improvement in a systematic way.

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Why a decision-making model?

A decision model is necessary to create a consistent and effective approach to managing improvement proposals. It helps the organisation to prioritise and make informed decisions about which proposals should be implemented and how they affect different aspects of the business.

Steps in the decision-making process

Achieving continuous improvement requires a structured decision-making process. Below are the steps in the decision-making model:

1. Make suggestions based on observation

Suggestions for improvement can come from various sources, including employees, customers or internal audits. The first step is to collect and document these suggestions.

2. Suggestions to improve what has been observed

After collecting the suggestions, the next step is to formulate clear improvement proposals based on the observed problems or inefficiencies.

3. Positive and negative impacts and possible risks if the proposal is implemented

To make an informed decision, the organisation must analyse the consequences of implementing the proposal. This includes identifying positive outcomes, potential negative effects and possible risks.

4. How the proposal positively affects the customer experience

It is important to evaluate how implementing the proposal will improve the customer experience. This may include faster service, higher quality or increased accessibility.

5. How the proposal negatively impacts the customer experience

Similarly, the organisation must consider whether the proposal may have a negative impact on the customer experience. This could mean longer waiting times or reduced availability of certain services.

6. How the proposal has a positive impact on the organisation

A positive impact on the organisation is an important factor. This may include increased efficiency, reduced costs or improved product quality.

7. How the proposal negatively impacts the business

As with the customer's experience, the organisation must consider the potential negative consequences of the proposal.

Read more about implementing activities...

By following this decision model, organisations can make informed choices about implementing improvement proposals. It helps to ensure that changes are made in a structured and effective way and that the organisation can maintain and improve its competitiveness in the market.


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