Module 5

Question 1

6 Value Chain Activites

Answer 1

PIEDODTBS

• Plan
• Improve
• Engage
• Design/Transition
• Obtain/build
• Deliver/Support

Question 2

Common SVC values

Answer 2

• all interactions with parties external to SVC are through ‘engage’
• All new resources are obtained through ‘obtain/build’
• All planning performed through ‘plan’
• All improvement performed through ‘improve’

Question 3

Plan SVC activity

Answer 3

• Ensure SHARED UNDERSTANDING for all four dimensions and all products and services throughout org.

Question 4

Improve SVC activity

Answer 4

• Ensure CONTINUAL IMPROVEMENT across all value chain activities and the four dimensions

Question 5

Engage SVC Activity

Answer 5

• Provide good UNDERSTANDING of stakeholder NEEDS, transparency, continual engagement, good relationships with all stakeholders

Question 6

Design and Transition SVC activity

Answer 6

• Ensure products and services CONTINUALLY MEET stakeholder EXPECTATIONS for quality, costs, and time to market

Question 7

Obtain/Build SVC activity

Answer 7

• Ensure service components are AVAILABLE when/where needed, and that they meet specifications

Question 8

Deliver and support SVC activity

Answer 8

• Ensure services are delivered/supported according to specs and expectations

Question 9

Steps in Continual Improvement

Answer 9

• What is the vision?
• Where are we now?
• Where do we want to be?
• How do we get there?
• Take action.
• Did we get there?
• How do we keep the momentum going?

Question 10

What CI step uses KPI and CSF. What priniciple is used to develop KPIs and CSFs?

Answer 10

1. Where do we want to be?
2. Key Performance Indicator/ Critical Success Factor
3. SMART

• specific
• measurable
• achievable
• relevant
• time-bound

Question 11

Two key focus areas in ‘What is the vision?’

Answer 11

• Vision and Objectives communicated effectively
• High level vision for planned improvements

Question 12

Key element in Where are we now?

Answer 12

Current State Assessment

• including organization’s culture
• should be done through objective measeument as much as possible

Question 13

Key parts of ‘Where do we want to be?’

Answer 13

• Gap analysis
• Should define one or more prioritized actions
• Establish CSFs and KPIs

Question 14

Key parts of ‘How do we get there?’

Answer 14

• Develop plan
• carry out work in series of iterations

Question 15

Key parts of Take Action

Answer 15

• implement smaller iterations
• focus on measuring progress
• ensure visibility and awareness of the initiative to all stakeholders

Question 16

Key parts of ‘Did we get there?’

Answer 16

• Progress and Value must be checked after each iteration
• Develop lessons learned

Question 17

Key parts of ‘How do we keep the momentum going?’

Answer 17

• Shift focus to marketing success and reinforcing new methods.
• Ensure any progress made will not be lost
• Build support for future improvements.