Introduction to Service Transformation
The Stepchange programme has been successfully delivered in NHS Trusts
and Local Authorities enabling them to meet the challenges faced by many Public Sector
organisations in improving service delivery, whilst making efficiency savings.
This one day course is designed to introduce the tools and techniques
for successful service redesign and provide attendees with a basic toolkit for setting up
and managing a service transformation programme.
The course covers the 6 steps in the programme, introducing the key tools and techniques
that are vital in ensuring a successful outcome to a service improvement programme.
Course Content
Preparation
Planning is essential to a successful service review. The course covers establishment of the Process Review Initiation Document (PRID), planning and how to get “buy in” from stakeholders.
AS IS Capture
How to set up, manage and facilitate successful interviews and workshops. Information capture and interview techniques. Process mapping using iGrafx Flowcharter.
Analysis tools and techniques
Introduction to analysis tools and techniques such as Process Modelling using iGrafx Flowcharter 2007 and Simulation using iGrafx Process 2007. The Process Capacity Reconciliation.
Developing options for redesigning services
Analysis of service processes and identification of opportunities for practical improvements using the Policy, Process, Technology & Training (P2T2) classification. How to spot opportunities for quick wins, “TO BE” process design and kick starting Continuous Improvement Programme. Building a business case and presentation of proposals.
Planning implementation and change management
Structuring a change management programme and getting “buy in” for change.
Service review and continuous improvement
Establishment of a review programme and monitoring of process KPI’s.