Step 2—measure the problem
Produced in partnership with Beth Pipe FCIPD of OnLive Learning
Step 2—measure the problem

The following Local Government practice note produced in partnership with Beth Pipe FCIPD of OnLive Learning provides comprehensive and up to date legal information covering:

  • Step 2—measure the problem
  • Key terms
  • Mapping the process
  • Identifying roles within the process
  • Understanding the process from the client’s perspective
  • Quick and easy data collection
  • Creating graphs and charts

There are five key steps to improving efficiency:

  1. Identify (define) what process needs improving

  2. Measure the problem

  3. Analyse the information

  4. Improve the process

  5. Control, ie embed the new process so it becomes business as usual (BAU)

Management consultants often refer to this is as the DMAIC framework.

This Practice Note goes through Step 2, ie measuring the problem or inefficiency identified in Step 1. See Practice Note: Define Step 1—identify and define the problem.

All areas of waste and inefficiency have a cost to the department. Some have a direct cost such as surplus equipment, whereas other costs are associated with wasted time (opportunity cost) and materials.

The most common problem with Step 2 is knowing what to measure. The tools below will help establish which part of the processes to focus on and what measurements need to be taken. Use some or all of the following tools:

  1. mapping the process—see below

  2. identifying roles within the process—see Precedent: Identifying who does what in a process (RACI framework)—blank

  3. understanding the process from the client’s perspective—see Precedent: Improving efficiency—Voice of the Client (VOC)—blank

  4. collecting data and measurements using a simple check sheet—see Precedent: Simple check sheet

  5. creating graphs and charts

Practice Note: Define Step 1—identify and define the problem worked through a case study for a hypothetical legal team. The case study concluded that the hypothetical team should improve its new

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