Map the process

  • Understand patient, staff, doctor, referrer and supplier needs
  • Understand inherent risks

Identify unproductive effort

  • Duplication
  • Delays, Cancellations
  • Errors: actual and potential

Set performance benchmarks

  • Duration of tasks
  • Cost per case
  • Case duration accuracy


  • Discover relationships
  • Assess resources
  • Validate documentation

Analyse results

  • Discover the few common vital factors

Choose improvement project

  • Must matter – time, money, latent errors

Project governance

Interim analyses

  • Test assumptions
  • Deal with problems

Monitor and Maintain

  • Test assumptions
  • Ensure internal staff equipped