IVI Framework Viewer

Representative POMs are described for Continuous Improvement at each level of maturity.

2Basic

• Practice

  Establish a process for customers to suggest service improvements.

  Outcomes

  • Customers have a channel to suggest service improvements.
  • Improvements are typically event-triggered via requests to the service desk.

  Metric

  # of customer suggestions for improvement.

3Intermediate

• Practice

  Base all service improvement decisions on an effective feedback process, thus ensuring that there is a knowledge capturing process to identify service requirements.

  Outcome

  Service development benefits from user feedback in relation to prioritizing improvement activities based upon the business criticality of services.

  Metrics

  • # of customer suggestions for improvement.
  • % of suggestions for improvement that are implemented by development.

4Advanced

• Practices

  • Establish a regular, collaborative feedback process (i.e. customers to service operation and service development; service operation to service development).
  • Measure service variances using agreed Key Performance Indicators (KPIs).

  Outcomes

  • Customer feedback is captured.
  • Service predictability is increased and KPIs are used to guide improvement activity.

  Metrics

  • # of customer suggestions for improvement.
  • % of suggestions for improvement that are implemented by development.
  • % of deviation between actual and predicted service performance.

5Optimized

• Practice

  Establish a proactive service improvement process, that is pre-emptive and based on service measurement.

  Outcomes

  • Service predictability is optimal.
  • Proactive service monitoring guides improvement activity even before customer requests arise.

  Metrics

  • # of customer suggestions for improvement.
  • % of suggestions for improvement that are implemented by development.
  • % of deviation between actual and predicted service performance.