Continual Improvement

9 articles on Continual Improvement, newest first.

• 7 October 2026Members

  Team Leader Responsibilities

• 3 October 2026Members

  The ‘Shift Left’ Practice

• 26 September 2026Members

  Keep it Simple and Practical

• 19 September 2026Members

  Using Kotter's Eight Steps to Drive a Service Management Transformation

  How Kotter's eight-step change model guides a successful service management transformation, drawn from The Journey to Service Excellence.

• 11 September 2026Members

  Incident Prevention Versus Incident Fix

  Why proactive operation is harder than it sounds, the four barriers that hold teams back, and how to make the shift from fixing to preventing.

• 1 September 2026Members

  Shaping Your Service Management Transformation Programme

  How to shape a service management transformation programme: objectives, governance and the five phases, based on The Journey to Service Excellence.

• 28 August 2026Members

  Value Streams and the Consumer Journey

  Why value streams are the key to service excellence: the happy path, mapping failure points and protecting the consumer experience.

• 25 August 2026Members

  Continual Service Improvement: More Than Improving Services

  What continual service improvement really means, the CSI model, who should lead it, where to start and how to run a CSI register.

• 22 August 2026Members

  Adopting a New Process, Step by Step

  A step by step guide to adopting a service management process: commitment, ownership, policy, RACI, KPIs, deployment and optimisation.