{"id":987518735,"date":"2024-05-30T11:11:54","date_gmt":"2024-05-30T10:11:54","guid":{"rendered":"https:\/\/pmchampions.com\/?p=987518735"},"modified":"2024-06-11T13:19:58","modified_gmt":"2024-06-11T12:19:58","slug":"senior-pm-sharing-his-experience-on-how-to-do-continuous-improvement","status":"publish","type":"post","link":"https:\/\/pmchampions.com\/en\/senior-pm-sharing-his-experience-on-how-to-do-continuous-improvement\/","title":{"rendered":"Senior PM sharing his experience on how to do continuous improvement"},"content":{"rendered":"\n[et_pb_section fb_built=”1″ _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][pac_divi_table_of_contents title=”Summary” collapse_when_sticky=”on” opened_icon=”:||divi||400″ closed_icon=”;||divi||400″ included_headings=”off|on|on|on|off|off” exclude_headings_by_class=”on” show_keyword_highlight=”on” show_keyword_highlight_placeholder=”Mots Cl\u00e9s …” level_markers_1=”icons” icon_marker_1=”=||divi||400″ level_markers_2=”icons” level_markers_3=”icons” icon_marker_3=”E||divi||400″ level_markers_4=”icons” icon_marker_4=”5||divi||400″ title_container_bg_color=”#1a9e21″ body_area_height=”650px” body_area_scroll_color=”#000000″ body_area_text_link_underline=”#000000″ body_area_text_link_padding=”10px|0px|0px|0px|false|false” _builder_version=”4.23.1″ _module_preset=”default” title_font_font=”Quicksand||||||||” heading_all_font=”|600|||||||” heading_all_font_size=”18px” marker_all_font=”|600|||||||” motion_trigger_start=”top” heading_all_font_size_tablet=”15px” heading_all_font_size_phone=”15px” heading_all_font_size_last_edited=”on|phone” border_radii=”on|10px|10px|10px|10px” border_color_all=”RGBA(255,255,255,0)” border_radii_title_container=”off|10px|10px|0px|0px” border_radii_body_area=”off|0px|0px|10px|10px” border_width_all_body_area=”3px” border_color_all_body_area=”RGBA(255,255,255,0)” box_shadow_style=”preset2″ global_colors_info=”{}” theme_builder_area=”post_content”][\/pac_divi_table_of_contents][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.23.1″ _module_preset=”default” background_color=”#f0f3f6″ custom_padding=”0px||0px|||” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][dipl_separator seprator_thickness=”1px” separator_color=”rgba(0,0,0,0.54)” _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][\/dipl_separator][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_4,3_4″ _builder_version=”4.23.1″ _module_preset=”default” custom_margin=”||40px||false|false” link_option_url=”https:\/\/pmchampions.com\/en\/how-to-apply-contract-effectively-to-agile-project\/” link_option_url_new_window=”on” border_radii=”on|0.25rem|0.25rem|0.25rem|0.25rem” border_width_all=”1px” border_color_all=”#dee2e6″ box_shadow_style=”preset3″ box_shadow_vertical=”5px” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”1_4″ _builder_version=”4.22.0″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_image src=”https:\/\/pmchampions.com\/wp-content\/uploads\/2023\/09\/Agile-Contract-en.png” title_text=”Contractualisation” _builder_version=”4.22.0″ _module_preset=”default” width=”100%” width_tablet=”100%” width_phone=”100%” width_last_edited=”on|tablet” max_width=”100%” custom_margin=”-11px||-11px||false|false” custom_padding=”|10px||10px|false|false” border_radii=”on|5px|5px|5px|5px” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_image][\/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.22.0″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.23.1″ _module_preset=”default” text_font=”Quicksand||||||||” text_text_color=”#619ccd” text_font_size=”26px” text_line_height=”1em” custom_margin=”|||-40px|false|false” custom_margin_tablet=”|15px||15px|false|false” custom_margin_phone=”|15px||15px|false|false” custom_margin_last_edited=”on|tablet” text_font_size_tablet=”20px” text_font_size_phone=”20px” text_font_size_last_edited=”on|phone” global_colors_info=”{}” theme_builder_area=”post_content”]
Agility:<\/strong><\/span><\/h6>\n

Discover our articles on agility<\/a><\/span><\/strong><\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.23.1″ _module_preset=”default” custom_padding=”0px||0px|||” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row _builder_version=”4.23.1″ _module_preset=”default” custom_padding=”||0px|||” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.23.1″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text module_class=”blue-list list_space” _builder_version=”4.25.0″ _module_preset=”default” custom_padding=”||5px|||” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” sticky_enabled=”0″]

Hi,<\/p>\n

I’m Afaf, a project manager with more than 10 years of expertise. I am working as a service manager on an international e-commerce project. Through this article, I will expose the main points\/issues encountered in the project and how we were implementing continuous improvement to enhance the prformance of the CDS (Customer Delivery Center).<\/p>\n

Why Continuous Improvement<\/h2>\n

During my time on the service center project, I noticed a few key areas where we could do better. Although our team was doing well in handling daily operations and keeping the customer happy, we weren\u2019t really measuring their satisfaction<\/a>.<\/strong><\/u><\/p>\n

\"\"<\/p>\n

A big problem was our Customer Delivery Service (CDS) didn\u2019t have a good system for getting and using feedback<\/u>. Customers only gave feedback once a year, which wasn\u2019t enough. They felt like we were just doing our jobs instead of<\/u> being proactive<\/u> or offering new ideas. When they suggested improvements, we made changes, but they weren\u2019t happy about having to point these things out. They felt it wasn\u2019t their job to tell us what to fix.<\/p>\n

 <\/p>\n

I remember one instance when we got an alert from a steering committee<\/a><\/strong> or an email about a customer who had been frustrated for months over an issue<\/u>, and our team had no idea<\/u>. Another time, a developer came up with a great idea to improve the customer\u2019s product. He mentioned it in a daily meeting<\/strong><\/a>, but nothing happened afterward.<\/u><\/p>\n

 <\/p>\n

Looking back, I saw why we were falling short. We didn\u2019t give customers regular opportunities to provide feedback<\/u>. When we did, we didn\u2019t make it easy for them, to be completely honest. We also didn\u2019t have a clear plan for continuous improvement<\/u>, and there wasn\u2019t an easy way for anyone to suggest ideas. Plus, we didn\u2019t have a system to turn those suggestions into real changes.<\/p>\n

 <\/p>\n

This project made it clear where we needed to improve. We needed to get regular, honest feedback from customers and have a clear process for making improvements.<\/p>\n

Here is the way we moved in order to get things done correctly :<\/p>[\/et_pb_text][et_pb_text module_class=”blue-list list_space” _builder_version=”4.25.0″ _module_preset=”default” custom_padding=”||5px|||” global_colors_info=”{}” theme_builder_area=”post_content”]

Define The Improvement Strategy<\/strong><\/h2>\n

Our improvement strategy is centered around two main areas:<\/p>\n

Performance Improvement<\/strong><\/h3>\n