PDCA steps

Transforming Service-Based Businesses through the PDCA Process (“Do” Phase): Part 2

In last week’s blog, I shared with you the first phase of the PDCA process, PLAN, which covers steps 1 through 4. We now arrive at the “Do” phase, a pivotal step in the PDCA (Plan-Do-Check-Act) cycle. This phase encompasses the development of countermeasures and the creation of training modules, crucial components that set the stage for successful implementation. Let’s delve into the intricacies of this phase, step by step.

Step 5: Development Countermeasures

As we step into the “Do” phase, our focus shifts to countermeasure development. Armed with a well-defined scope for the impending go-live and after identifying countermeasures, now is the time to divide and conquer. For instance, if there are 40 countermeasures in total, they are distributed among team members. You go write the call script, test the template, program your automation, or do whatever team members need to do to develop the countermeasure. 

At step five, there is no discussion. There is no going backward, like deciding to add or include another problem or countermeasure. There is also no going forward. It’s not the implementation of a countermeasure; it’s the development of it.

Our aim is to achieve an 80% completion rate within 30 days. The 80% is essentially leaving room for unexpected circumstances, while the 30-day lead time is to help people take action. These parameters make the development successful. And by the end of those 30 days, we’ll be able to confirm the go-live date. Keep in mind, though, that if we move the tentative go-live date at this stage, it is not considered a failure. If we have to change the go-live date, it’s considered a learning lesson.

It’s an opportunity for learning and adaptation, reflecting a dynamic approach to process improvement. Adjustments, if needed, are viewed as integral to the process, ensuring that the final implementation is well-aligned with the current circumstances and goals.

Step 6: Training Development and Execution

As we progress within the “Do” phase, we move on to step six, where we start to develop a training plan in the Master Worksheet (downloadable for free here). It’s the tool we use in all of our clients. We only use one master file for all of the steps to keep the process as simple as possible. 

The training plan sets the stage for step six—executing training sessions. These training sessions, conducted prior to the go-live date, are an essential element in preparing teams for the impending changes. This training timeline is set within a two-week window.

Following each training session, resources are promptly shared through follow-up emails. These resources include presentation decks, call recordings, and other pertinent materials tailored to the specific audience. This post-training support ensures that teams have access to essential references as they prepare for the transition.

Big Milestone Unlocked: Date of Go-Live

After we get through step six comes the significant milestone: go live. It’s a celebratory declaration that signifies a shift from the old way of doing business to the new, working towards an ideal state. This exciting transition empowers us to achieve our goals. It’s not just a change; it’s a proclamation. It’s also a cultural strategy to help delineate between before and after.

Stay tuned next week, where we’ll explore the final stages of the PDCA process and its significance in transforming service-based businesses for optimal success.

Want to be a pro at process improvement? Our podcast features insights from industry leaders.  Subscribe now and start listening! You can find it at hilarycorna.com/podcast/.

In your service,

Hilary Corna

Hilary Corna

Bestselling Author, Keynote Speaker, Podcast Host, Founder of the Human Way ™...

Hilary’s favorite title is HUMAN.


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