Step 1: Current State Assessment – People, Process and Technology
Step 2: Gather Strengths, Weaknesses, Opportunities and Threats (SWOT)
Step 3: Gap Analysis – Comparing with Target State/Aspirations
Step 4: Recommendation and Next Steps
Step 5: Continual Service Improvement Roadmap
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Example: Step 1 – Current State SWOT Analysis
Analyse the current state – SWOT, include all the data in the category below. This will help to compare the target state outcomes.
Example: Step 2 – Target State
Obtain the target state outcomes and aspirations from the organisation/department that you are analysing. Divide them in to people, process and technology groups.
Example: Step 3 – Gap Analysis
Complete the gap analysis by comparing the current and target states. Include the gaps in people, process and technology groups.
Example: Step 4 – Recommendation and Next steps
Based on gap analysis, create recommendations based on business benefits vs the ease of execution. The size of the bubble below indicates effort/cost to complete.
Example: Step 5 – Continual Service Improvement Roadmap
Once the recommendations established, based on gold, silver and bronze initiatives, the roadmap can be established similar to below. Ideally gold initiatives should be implemented first, then silver and finally bronze to help the organisational priorities.
Summary
This is one of the options and approach, if you follow the steps above and making sure you capture all findings from current state and gap analysis from an organisation/department, then this approach to establish a continual service improvement roadmap will work. It is important to capture all data to backup your analysis. Hope this helps.
