An improvement statement is defined as: “A written statement describing the work, the customer, the requirement and a statement for improvement.” The statement provides a focal point for group efforts. This definition covers the following key points:
- The statement is written and visible at meetings.
- No causes, solutions, or effects are implied in the statement.
- A desired state for improvement is identified.
- Identify the work activity being preformed.
- Identify the customer or user of the work activity.
- Identify the valid requirement for that work activity.
- Identify the desired state for improvement.
- Write the improvement statement.
Hints and Cautions
- An improvement statement does not have to be a complete sentence. However, each of the elements listed must be clearly identified. Don’t waste time arguing over words and sentence structure.
- A desired state could be to meet a requirement that is being missed or meet a requirement with less resources.
An Improvement Statement focuses the group on its goal and creates a common understanding among the group members.
Work Answer Customer questions by phone
Customer Electricity Customer
Requirement Average wait time less than 3 minutes
Improvement Reduce average wait time to 3 minutes or less
Or a statement could look like the following:
“Our goal is to reduce the average time a Customer must wait before he/she is helped below the 3 minute requirement.”