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A never ending journey…… ….the road to improvement Rob Hill - Web Services Manager
| Date post: | 07-May-2015 |
| Category: |
Government & Nonprofit |
| Upload: | department-for-communities-and-local-government-local-digital-campaign |
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A never ending journey……
….the road to improvement
Rob Hill - Web Services Manager
Highways fault reporting
Exor
Where we were - online
Now - online
Before and now - telephone
The difference?
Pre FMSAverage 318 pcm7.5% of all reports
Post FMSAverage 1232 pcm17% of all reports
45% of highway reports are digital (web and email)
Ideal future state
The user journey
Exor
The process is the journey
Techniques
Activity sampling
Techniques
Process mapping
Techniques
Customer journey mapping
Techniques
Usability testing
Techniques
Usability testing
Continuous improvement
LEAN
AgileSprint
SIX
SIG
MA
KANBAN
5sMinimum Viable Product
Valu
e St
ream
Map
pingBacklog
Iteration
Product owner
BurndownScrumRetrospective
Timeboxing
Waterfall
Lead timeDeming cycle
Eighty-twenty rule
Kaizen
Just
-in-ti
me
Muda
Continuous improvement
Ideal future state
