How do you prioritize areas for improvement in your business?

Please do not underestimate the importance of goal setting and clarification of values when it comes to improving your processes. A vital component of both, and one that can become undervalued, is listening to the voice of the customer/client (internal and external). While customer input can't guide you every step of the way, the voices of those you serve can help guide you when you are stuck, when you need validation of concerns, or even when you need help deciding on value-centric goals and targets.

Prioritizing areas for improvement in your business starts by identifying your goals and values. Clearly define what you want to achieve and align those objectives with your core values. Then, assess your current operations to pinpoint areas that align with your goals and where improvements will have the most significant impact. Regularly review performance metrics and customer feedback to guide your priorities. Remember that improvement is an ongoing process, and a well-defined vision helps you make informed decisions on where to focus your efforts for long-term success.

The critical 1st step is to discover and understand what your ultimate customers Want Vs. Need. Through the simple "Voice of Customer" tool to capture the definition of Value from your customers' point of view - NOT YOU... Through received feedback to understand what is important to your customers, and how those have been/could be measured.

Benchmarking can be a great way to assess performance; but should be done with caution. Often, the needs of organizations vary significantly and there is not always a universal metric or standard. Example: Let's say Organization A serves 2,500 clients annually, and they believe attendance rates are tied to performance. So, they looked to a similar organization 2 hours away, Organization B, to compare attendance. They discovered Organization B has a 10% better attendance rate. However, Org A is on the outskirts of the city, and Org B is located downtown and has a much better public transportation system making traveling to appointments easier. Benchmark, but remember the unique factors and makeup of your organization to appropriately assess.

You need to understand the difference between Outcome measures Vs. Process measures, and how those related and impacted your customers. Then systemically assess your current processes and actual performance outcomes through proper data analysis and scientific problem-solving tools. Please remember the importance of the value of being right Vs. Cost of being wrong - Choose your focus areas wisely.

Matrix plots have helped me immensely. I recently used a Matrix plot that subsequently resulted in identifying a "quick win" (low cost/high impact). This was fundamental to the success of our project.

Certainly agree that utilizing the PICK Matrix is an effective way to help you prioritise the improvement opportunities and activities. However, if time permits(and if you have sufficient data and understanding), you can also add the Pareto (80/20 rule) to your data set to help you zoom in the focus 1st.

Based on my experience, I would double down on the importance of being flexible and willing to and adapt when it comes to the implementation of your improvement plan. Remember, we live in a world where change is the only constant and processes require continuous improvement. Build processes to adapt, and more importantly, be the team who is willing to adapt.

In my experience (if it is permitted in the business you are operating in), it is better to provide some basic training to those who will be involved in your improvement plan and activities. A simple tool named RASCI (Responsible/Accountable/Support/Consulted/Informed) should be utilized to help people understand their parts in this continuous improvement journey. Improvement needs the input and commitment from all within the business, not just YOU...

As someone who lives in the world of process improvement, I recognize the amount of tools and methodologies can feel overwhelming. How do you pick the right one? I've learned to remind myself that there is no perfect playbook for process improvement. Processes are like fingerprints. Some look a lot alike, but there is always a unique characteristic in there somewhere. Obtain an understanding of your process in its current state, assess your performance, and lean into methodologies such as Six Sigma, and tools such as dot matrixes or fishbone diagrams. Always check back in on step 1 and ask yourself "Does this align with our goals and values?". Then, go improve.

With the 18 years(still ongoing) improvement journey and experiences through multiple roles and businesses across industries covering Manufacturing, start-ups, Pharmaceuticals, Restaurants & Services, Consulting, and Government Organizations - there is one thing in common that I have learned and thought would be worth to share --- Most of people/businesses spent 80% of effort and time to improve the WRONG thing Efficiently, where spent less than 5% to Think Holistically/Systemically, and Ask the Right Question 1st - What is the Right thing to improve? Remember to listen and understand your Customer 1st, and then the improvement...