18. Continuingperformanceimprovement
customerserviceonteam/performerlevel
•Measurements current situation
•Management: desired situation
•Performance gap
•Root cause analyses (performance barriers)
• Action plan (solutions)
•In small teams implementation action plans
• Support management and external coach
• Learning on the job
• Additional skills
Financial
Objectives
Internal
Processes
Change &
Growth
Voice of the
Customer
Vision
&
Strategy
Business Results
Continuingperformanceimprovement
customerserviceonteam/performerlevel
• Additional skills
•Evaluation
• Measurements - best and bad practices
• Gap closed?
• Additional actions required
• Recommendations
•Additional actions taken
•From project to routine