Do you have a department, service or team where something just isn’t quite clicking? Seen an increase in complaints or a drop in performance? How do you get to the bottom of a problem area?
We’re often asked to conduct reviews of service areas in trouble, whether it’s to tackle performance, culture, or support in ways to find savings. A core part of this work for us is good old fashioned process mapping.
Over time, processes will continually evolve due to several reasons including new technology, changes in staff or customer. When completing a service review, it is important to think about our three tips:
- Get Staff Onboard It is important to explain to staff why this service review is necessary. A lot of us don’t like change and service reviews can often cause anxiety amongst staff. Being open and transparent with staff will make them understand why this is important and increase engagement.
- Identify Strengths and Weaknesses Regular team service reviews allow team members to reflect on their individual and collective strengths and weaknesses. This self-assessment enables the team to leverage its strengths for maximum impact while proactively addressing areas that may need improvement. Understanding the team's capabilities is essential for optimizing performance.
- Encouraging Continuous Learning Internal service reviews provide a valuable opportunity for team members to share their experiences, successes, and lessons learned. This sharing of knowledge fosters a culture of continuous learning within the team. By learning from both successes and challenges, team members can collectively grow and adapt to evolving work environments.
To conclude, at Trueman Change we understand and champion the importance of service reviews. It is important to make sure staff are fully aware that they are one of the reasons why a service review works.
