The purpose of this toolkit is to provide you with the methodology and tools to help you to make improvements to services and processes in a systematic manner. It supports you in managing day-to-day operations and identifying improvements.

These tools will also help you overcome the natural resistance there is to any change. They will help you find the best solutions and communicate the benefits of change in a way that is real for your people.

The key things to ensure are that you:

• Tackle real problems i.e. be sure the system’s truly broken, rather than act on a ‘gut feel’ that there may be an issue
• Cover communication from the beginning
• Avoid an ‘over-managed’ red-tape approach which will quickly become a bureaucratic nightmare
• Similarly, avoid an ‘under-managed’, chaotic, fire-fighting approach
• Show no bias i.e. it’s only those who shout loudest who get the solution they want
• Implement solutions on a ‘correct solution first time' basis
• Are not fooled into cutting corners today and making improvements tomorrow - it always ends up costing more and taking more time

Toolkit methodology