Continuous Improvement

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What it is

Continuous Improvement, or CSI, is the counterpart to the Risk Register for capturing and driving improvement work. You keep registers (per customer or internal) and prioritise items on an Effort and Benefit two by two quadrant, so the ideas worth doing first are obvious.

Turn the tool on at Helpdesk, Settings, Tools, then open Helpdesk, Governance, Continuous Improvement.

Registers and the quadrant

Choose a register, then place each item on the Effort and Benefit quadrant:

  • Quick win: low effort, high benefit. Do these first.
  • Major project: high effort, high benefit. Plan these properly.
  • Fill-in: low effort, low benefit. Pick these up in spare time.
  • Thankless: high effort, low benefit. Usually avoid these.

Managing an item

  1. Add an item with a title and description, and position it by setting its effort and its benefit.
  2. Assign an owner and one or more assignees so responsibility is clear.
  3. Track progress as a percentage, with an optional target date.
  4. Move the item through its lifecycle as the work proceeds.
  5. Link related change requests, so an improvement ties back to the changes that actually deliver it.

Every item has the same Details, Notes and History drawer as a risk: edit in place, keep dated notes, and see a full field level audit trail.

Review meetings

The Reviews tab works like the Risk Register's. Schedule a review with a chair, attendees, an agenda and the items to cover, record a decision and update each item's progress and status during the meeting, then choose Mark held to write the updates back (captured in History) and stamp the register. A Teams or Outlook invitation can be sent with the review.

Connectivity map

The Connectivity tab draws an interactive dependency graph of items and the services, assets, tickets, problems and changes they link to, coloured by quadrant. Drag nodes, zoom and pan, hover for details, and use edit mode to add or remove links directly on the map.