Continual Improvement Management
Drive new levels of service efficiency by automatically initiating and tracking service improvements across the enterprise. Take continual improvement from theory to reality with a structured framework that brings together people, processes, and data in one place to achieve service excellence in any process. Extend improvements to service desk agents with the Coaching plugin that delivers real‑time coaching at critical moments in their tasks.
Receive process improvement ideas from any application or employee. A context‑rich workbench then prioritizes and ranks initiatives. Service owners can configure KPIs and dashboards to measure effort, outcomes, time‑to‑completion, and milestones in relation to overall business goals.
Prioritize and Rank Improvement Opportunities based on Effort and Outcome with the Continual Improvement Workbench
Prioritize and Rank Improvement Opportunities based on Effort and Outcome with the Continual Improvement Workbench
Out-of-the-box Integrations
Managers can create improvement opportunities right within the applications they use on a daily basis. Out‑of‑the‑box integrations automatically convert opportunities to a record within the Continual Improvement Management application.
For instance, if the service desk manager notices consistent SLA breaches on incidents, they can instantly create an improvement initiative right from the Incident Management application. This creates an opportunity record in the Continual Improvement Management application along with associated metrics, setting the baseline for the Improvement Manager to review/approve and trigger the downstream activities for improvement.
Out‑of‑the‑box integrations are available for Survey and Assessments, Performance Analytics, Idea/Demand/Project/Stories, GRC, Audit compliance, Benchmarks, etc.
View Improvements in relation to Business Goals from the Value Realization Dashboard
View Improvements in relation to Business Goals from the Value Realization Dashboard
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