Ce diaporama a bien été signalé.
Nous utilisons votre profil LinkedIn et vos données d’activité pour vous proposer des publicités personnalisées et pertinentes. Vous pouvez changer vos préférences de publicités à tout moment.
A never ending journey……
….the road to improvement
Rob Hill - Web Services Manager
Highways fault reporting
Exor
Where we were - online
Now - online
Before and now - telephone
The difference?
Pre FMS
Average 318 pcm
7.5% of all reports
Post FMS
Average 1232 pcm
17% of all reports
45% of highway re...
Ideal future state
The user journey
Exor
The process is the journey
Techniques
Activity sampling
Techniques
Process mapping
Techniques
Customer journey mapping
Techniques
Usability testing
Techniques
Usability testing
Continuous improvement
LEAN
Agile
Sprint
SIXSIGMA
KANBAN
5s
Minimum Viable Product
ValueStreamMapping
Backlog
Iteration
Pr...
Continuous improvement
Ideal future state
Oxford County Council: The road to improvement | Rob Hill | July 2014
Oxford County Council: The road to improvement | Rob Hill | July 2014
Oxford County Council: The road to improvement | Rob Hill | July 2014
Prochain SlideShare
Chargement dans…5
×

Oxford County Council: The road to improvement | Rob Hill | July 2014

559 vues

Publié le

Presentation by Rob Hill about improving the website at Oxford County Council. Presented at Really Useful Day Oxford on 23 July 2014.

  • Soyez le premier à commenter

  • Soyez le premier à aimer ceci

Oxford County Council: The road to improvement | Rob Hill | July 2014

  1. 1. A never ending journey…… ….the road to improvement Rob Hill - Web Services Manager
  2. 2. Highways fault reporting Exor
  3. 3. Where we were - online
  4. 4. Now - online
  5. 5. Before and now - telephone
  6. 6. The difference? Pre FMS Average 318 pcm 7.5% of all reports Post FMS Average 1232 pcm 17% of all reports 45% of highway reports are digital (web and email)
  7. 7. Ideal future state
  8. 8. The user journey Exor
  9. 9. The process is the journey
  10. 10. Techniques Activity sampling
  11. 11. Techniques Process mapping
  12. 12. Techniques Customer journey mapping
  13. 13. Techniques Usability testing
  14. 14. Techniques Usability testing
  15. 15. Continuous improvement LEAN Agile Sprint SIXSIGMA KANBAN 5s Minimum Viable Product ValueStreamMapping Backlog Iteration Productowner BurndownScrumRetrospective Timeboxing Waterfall Lead time Deming cycle Eighty-twenty rule Kaizen Just-in-time Muda
  16. 16. Continuous improvement
  17. 17. Ideal future state

×