Step 4—improve the process
Produced in partnership with Beth Pipe FCIPD of OnLive Learning

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 4—improve the process
  • Making the improvement
  • Identifying training required
  • Develop and run a pilot
  • Building a business case

Step 4—improve the process

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

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

This Practice Note guides through Step 4, ie improving the problem identified in Practice Note: Step 1—identify and define the problem, measured in Practice Note: Step 2—measure the problem and analysed in Practice Note: Step 3—analyse what’s causing the problem.

The Practice Note develops the case study from earlier Practice Notes, which relates to a hypothetical legal team’s new client process.

Making the improvement

Once the issue to be tackled first has been selected which issue, begin the task of making improvement. One model for approaching this is the five 'S' model below.

The table below takes you through the process of addressing the issue of standard client letters, which identified during analysis in Step 3.

StageActionCase study example
SortIdentify necessary items and remove unnecessary ones—identify all standard letters currently sent to new clients
—review and remove any which are no longer required
Simplify/StraightenLocate the items needed and limit the amount stored—review all standard letters and make necessary improvements
—put all the standard letters into one computer file
Sweep/ShineMake sure everything is in its place—label all the new letters

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