Process Improvement

What is Process Improvement?

Process improvement, or continuous improvement, is a systematic approach to eliminate waste and make incremental and breakthrough improvements in processes. It results in faster, better, more efficient and effective ways of delivering products, services and support to end users.

Organizations examine processes to create efficiencies that optimize customer value and experience. This speeds up delivery and reduces quality risks, improving customer satisfaction.

Process Improvement IS Process Improvement IS NOT
An ongoing, evolving way of doing business A one-time event
A perpetual effort to improve the quality of products, services and processes A focus on "who" is doing processes but on "how and why" processes are performed
A methodology to identify and end activities that add cost but not value, improving the flow of work processes A personal, judgmental approach

Triggers for Process Improvement

State agencies can benefit from applying process improvement aims, approaches, training and resources when they experience: 

  • Unmet customer expectations 
  • Survey results showing dissatisfaction with output and service expectations
  • Long waits by employees and customers for approvals, products, information and services
  • Backlog of work
  • Work lost between department silos
  • Staff changes and absorption of additional work, causing overtime and requests for additional resources

Most Common Benefits

  • Higher customer satisfaction
  • Greater process transparency
  • Improved quality and reduced rework
  • Increased efficiency and decreased costs