Phase V: Improvements

Develop implementation plan

• Train implementation team
• Outline the actions needed to be taken to effectively implement the recommendations
• Determine what resources will be needed and how long it will take to implement the plan
• Identify support needed from the Office of Quality Initiatives, and outline roles and responsibilities
• Present implementation plan to Organizational Excellence Steering Committee for approval to move forward
• Reward the Benchmarking Team
• Transfer responsibility for implementation of the recommendations to implementation team

Implement the changes

• Communicate with the employees and the customers who will be affected by the changes made to the process and/or policy that was benchmarked
• Educate and/or train employees and customers on how to use and manage the changes
• Implement the changes

Measure the impact and report the results

• Monitor and measure impact of changes to the performance of the process and/or policy
• Review periodically how employees and customers are adapting to the changes made to the process and/or policy that was benchmarked
• Report to Organizational Excellence Steering Committee semi-yearly
• Convey results to benchmarking team periodically
• Report back trending results 6-12 months after completion