Horizon scanning

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Overview Horizon scanning is used to detect emerging threats and opportunities, and to guide decision and policy-making ahead of actual events. Horizon scanning enables you to anticipate change and, by extension, helps the organisation to be proactive rather than reactive. Also known as Competitive intelligence. Environmental scanning. Foresight process. The tool Horizon scanning involves the […]

Benchmarking

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Overview Benchmarking is the comparison of business processes and performance with those of other organisations in order to see how well you are doing in relation to others.  Also known as The tool Benchmarking may: Be used as a learning tool, and may be used to identify areas for business improvement. Help you open up […]

Benefits realisation

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Overview Benefits realisation makes sure the potential benefits of a project or programme of change are achieved. Benefits realisation helps you identify, define, measure, and monitor the improvements you make when carrying out improvement or change projects. Also known as The tool Stages of a project Questions you need to ask Benefits review plan Stages […]

Customer service health check

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Overview Various customer service resources. Also known as The tool Council’s Customer Service Toolkit http://intranet.argyll-bute.gov.uk/cstoolkit Council’s Customer Service Health Check http://intranet.argyll-bute.gov.uk/resources/customer-service-health-check [KS – link broken, couldn’t find it] Customer Service Excellence https://www.customerserviceexcellence.uk.com/ Why use it When to use it How to use it Strengths Weaknesses Similar to Use in conjunction with Complemented by Example(s) Additional […]

PDSA cycle

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Overview The Plan-Do-Study-Act (PDSA) Cycle is used to help conceptualise the process of continuous, and iterative, improvement. Also known as Deming cycle. Improvement cycle. Plan-Do-Check-Act (PDCA) cycle. The tool The model ensures impacts of incremental improvement actions are monitored, measured, learned from, and responded to in appropriate ways. The four stages of the cycle are […]

PESTELI

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Overview This is one of a range of similar acronyms designed to structure thinking around specific headings. PESTELI is a mnemonic that is designed to help you understand the environment in which you operate. Also known as PEST (Political, Economic, Social, Technology) PESTLE (Political, Economic, Social, Technology, Legal (or Legislative), Environment) SLEPT (Social, Legal (or […]

SWOT

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Overview SWOT is a mnemonic to help you structure your thoughts as you evaluate the strengths and weaknesses of a product or service you provide, or that you may wish to provide in the future. SWOT analysis is one of the simplest forms of self-assessment. Also known as The tool SWOT stands for: Strengths Weaknesses […]