Day 1: Measuring Performance and Improving Service

Administrative Service Quality

• Clear standards for service quality
• Response time to request priority
• First-attempt execution accuracy level
• User feedback for improving quality

Administrative Performance Indicators

• Completion performance against defined standard
• Open requests outside target timeframe
• Performance trend across reporting periods
• Indicators reflecting quality of execution

Leading Administrative Operations

• Leading performance through service indicators
• Clear accountability for operational results
• Clear operating priorities for teams
• Balanced distribution of workload levels

Day 2: Simplifying Procedures and Workflow

Managing Administrative Workflow

• Value map revealing administrative waste
• Workflow performance measured through time
• Structured handoff between process stages
• Unnecessary steps removed from workflow

Analyzing Process Bottlenecks

• Bottlenecks evidenced by performance data
• Delay causes suitable for intervention
• Repetition adding effort without value
• Simplification opportunities reducing total time

Defining Administrative Problems

• Symptom separated from problem
• Clear boundaries for problem scope
• Impact that can be measured
• Clear and analyzable problem statement

Day 3: Sustaining Improvement and Managing Change

Continuous Administrative Improvement

• Improvements anchored to baseline performance
• Improvement impact reflected in indicators
• Operational issues needing systematic resolution
• Initial solution tested before scaling

Tracking Improvement Actions

• Evidence confirming formal action closure
• Open actions maintained with status
• Completion percentage tracked per action
• Barriers requiring management support promptly

Managing Administrative Change

• Adoption plan for new improvements
• Resistance emerging within administrative operations
• Communication explaining new working method
• Monitoring adoption after implementation

• Workshop selecting quality speed and efficiency indicators
• Current-versus-target performance gap analysis
• Exercise converting measurement results into improvements
• Improvement impact review and practice standardization