July 2006 A process takes an input from a customer (or supplier) and produces an output for a customer
Input Process Output
Inputs from customers can be Outputs can be services, e.g.
service requests, complaints a repaired pavement, or or requests for information information, e.g. library opening times Inputs from suppliers include planning applications where the customer is the decision maker, e.g. PAC
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If improvement is restricted to just the process this does not deliver sustained improvement
Input Process Output
Changing the process can
deliver improvements but is limited in scope to the organisation’s perspective, e.g. it does not take account of the customers’ views
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Giving feedback on the inputs enables the suppliers to improve their quality (as we judge it)
Input Process Output
Give feedback on the inputs
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Requesting feedback on the outputs allows us to continually meet customer needs
Input Process Output
Give feedback Request feedback
on the inputs on the outputs
Use the feedback to
improve the outputs
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Identifying ways to reduce the inputs where these add little value, e.g. enquiries, reduces costs
Input Process Output
Give feedback Request feedback
on the inputs on the outputs
Identify ways to Use the feedback to
reduce the inputs improve the outputs
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These three additional processes ensure that we continually maintain quality and minimise costs
Input Process Output
Give feedback Request feedback
on the inputs on the outputs
Identify ways to Use the feedback to
reduce the inputs improve the outputs
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This is how it could work with Members’ Enquiries
• Let members know when their enquires are unclear or
ambiguous • Include a feedback slip on response letters and/or run periodic workshops with members to establish what improvements need to be made to our responses and then include these improvements in a revised Members Enquiries process • Analyse members enquiries to see if some can be removed by making more (or better) information available to members via reports and/or the internet
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This is how it could work with Planning Applications
• The validations process already gives applicants
feedback when applications are incomplete etc. • The new pre-applications process will give improved feedback to applicants prior to the submission of the formal application • Refer to the presiding officer’s notes and/or run periodic workshops with members to establish what improvements need to be made to our reports and then include these improvements in the updated Planning Applications process • Analyse customer enquiries to see if some can be removed by making more (or better) information available via leaflets and/or the internet 9 Continuous Process Improvement - 24 June 2009