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System Improvement


Throughout our year of #Improve2019 the discussion has been surrounding individual improvements. From how we can work on our own improvement, or support another on their own improvement journey, the year has been focused on the power of what one person can do. What if the way to improve someone is through improving a system? What if the system is broken?

I am a firm believer in the power of the individual and how each of us can control our own destiny. I am also a believer in strong support of others. Supporting others strongly means having a firm foundation with adequate resources. Resources are not only money and tangible goods. Resources are also the people in the system having adequate knowledge, strong commitment, and also their own system of support. Any system, whether it is the government, education, or a workforce system, needs the firm foundation to serve its customer base. If your foundation is crumbling, a system improvement may be necessary.

How do you improve a system?  System members need to start with the recognition nothing is perfect. System improvement starts with recognition of problems, errors, inconsistencies, or slowdowns. Recognizing a problem is always step one.  Keeping the mission, vision, and goal in mind is key during this process. What is the desired outcome? How can we improve our product, process, or procedure to get the desired goal and be consistent with our mission and vision? How will this outcome improve the experience for those we serve? How can we improve the process or experience for the members providing the service? Both perspectives are relevant when discussing system improvement.

To start improvements, conversation is necessary. Not just conversation pointing out issues, but actual communication where people speak, others listen, and as a result action is taken. Many times systems start the improvement process with conversation, but lack the follow through on actionable items. Some parties are unwilling to compromise and all progress stops.  The reason for the unwillingness to change is not communicated and the initiative dies. When people fully participate in the communication and are committed to the process, improvement continues.

Finally, system improvements requires advance planning and time. Both are needed to ensure success. Launching improvements to quickly appear to be a reactive strike or like they are to put out a fire. System improvements need to be well thought out, with an organized timeline and adequate resources. This will ultimately lead to success.

The effects of system improvement are not only for the system as a whole, but for the success of the individual members. Ultimately there is increased efficiency leading to higher satisfaction, goal achievement, and #Improve2019 for all parties involved.

~Karen J. Cirincione
Twitter: @kcirincione

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