DraftInternalISO 9001

SW-QMS-FRM-008

Service Improvement Plan Template

Version

1.0

Owner

Quality Lead

Effective Date

TBD

Review Date

TBD

Service Improvement Plan Template

Instructions

This form is used to document planned improvements to services, processes, or operations. Service improvement plans translate identified opportunities into concrete actions with assigned ownership, resources, and measurable outcomes.

When to Use:

Following customer feedback or satisfaction surveys
After service reviews identifying improvement opportunities
When quality metrics fall below target
In response to internal audit findings
As part of management review action items
Based on staff suggestions or lessons learned

Improvement Sources:

Customer complaints or feedback
Service review meetings
Quality metrics and KPIs
Internal audit findings
Management review decisions
Process inefficiencies
Competitive analysis
Technology advancements
Staff suggestions

How to Complete:

Assign unique Improvement ID
Clearly define the current state and target state
Identify specific, measurable improvement actions
Assign clear ownership and resources
Set realistic timelines
Define success metrics
Review progress regularly (monthly minimum)
Update status as actions are completed
Measure and verify improvement achieved

Responsible: Service Delivery Manager, Quality Lead, or Process Owner

Service Improvement Plan

Improvement Information

Field	Details
Improvement ID*	SIP-YYYY-NNN (e.g., SIP-2024-001)
Plan Created Date*	[Date]
Plan Owner*	[Name and Role]
Service/Process Area*	[Name of service or process being improved]
Improvement Type	[ ] Process Improvement [ ] Service Enhancement [ ] Technology Upgrade [ ] Training/Competence [ ] Documentation [ ] Customer Experience [ ] Cost Reduction [ ] Quality Enhancement [ ] Other: _______
Priority	[ ] High (significant impact/urgency) [ ] Medium (moderate impact) [ ] Low (nice to have)
Status	[ ] Planning [ ] In Progress [ ] Completed [ ] On Hold [ ] Cancelled

Improvement Source

How was this opportunity identified?

Source Document/Reference: _______________________

Date Identified: _______________________

Identified By: _______________________

1. Current State Analysis

1.1 Current Performance

What is the current situation/problem?

Why is this a problem? What is the impact?

Impact on Customers: _______________________________________
Impact on Service Quality: _______________________________________
Impact on Operations: _______________________________________
Impact on Costs: _______________________________________
Impact on Staff: _______________________________________

1.2 Current Metrics (Baseline)

Metric	Current Value	Measurement Period	Source

Example Metrics:

Customer satisfaction score
Process cycle time
Error/defect rate
Cost per transaction
Response/resolution time
System availability
Staff effort/hours

1.3 Root Cause (if applicable)

What is causing the current performance gap?

Root Cause Category:

2. Target State and Objectives

2.1 Improvement Objective

What do we want to achieve? (Specific, measurable objective)

2.2 Target Performance

Metric	Target Value	Target Achievement Date	How Measured

Expected Improvement (quantified):

Metric 1: From _____ to _____ (___% improvement)
Metric 2: From _____ to _____ (___% improvement)
Metric 3: From _____ to _____ (___% improvement)

2.3 Success Criteria

How will we know the improvement has been successful?

Acceptance Criteria (must all be met):

Target metrics achieved
Customer satisfaction improved
No negative side effects introduced
Solution sustainable long-term
Cost-benefit target met
Other: _______________________

3. Improvement Actions

3.1 Planned Actions

#	Action Description	Owner	Start Date	Due Date	Dependencies	Status	Completion Date
1						[ ] Not Started [ ] In Progress [ ] Complete
2						[ ] Not Started [ ] In Progress [ ] Complete
3						[ ] Not Started [ ] In Progress [ ] Complete
4						[ ] Not Started [ ] In Progress [ ] Complete
5						[ ] Not Started [ ] In Progress [ ] Complete
6						[ ] Not Started [ ] In Progress [ ] Complete

3.2 Action Details

(Provide additional detail for complex actions)

Action #1: [Action Name]

Detailed Description:

Approach/Method:

Deliverables:

Key Milestones:

Milestone	Target Date	Status
		[ ] Not Started [ ] Complete
		[ ] Not Started [ ] Complete

Risks/Challenges:

Mitigation:

(Repeat for other major actions as needed)

4. Resources and Budget

4.1 Resource Requirements

People/Roles Needed:

Role	Name (if assigned)	Time Allocation	Duration
		___ hours/week	___ weeks
		___ hours/week	___ weeks
		___ hours/week	___ weeks

External Resources (if needed):

Consultant/contractor: _______________________
Vendor/supplier: _______________________
Training provider: _______________________
Other: _______________________

4.2 Budget

Cost Category	Estimated Cost (SEK)	Actual Cost (SEK)	Notes
Staff time (internal)
External services
Software/licenses
Hardware/equipment
Training
Travel/meetings
Other
Total

Budget Approval:

No budget required (uses existing resources)
Within owner's approval authority
Requires management approval (if >______ SEK)

Approved By: _______________________ Date: _______

4.3 Cost-Benefit Analysis

Implementation Costs: _______ SEK

Expected Benefits:

Benefit Type	Annual Value (SEK)	Assumptions
Cost savings
Revenue increase
Time savings
Quality improvement
Risk reduction
Total

Payback Period: _______ months

ROI: _______ % over _______ years

Non-Financial Benefits:

5. Implementation Plan

5.1 Timeline

Overall Timeline:

Start Date: _______________________
Target Completion Date: _______________________
Actual Completion Date: _______________________
Duration: _______ weeks/months

Project Phases:

Phase	Description	Start Date	End Date	Status
Planning				[ ] Complete [ ] In Progress [ ] Not Started
Design				[ ] Complete [ ] In Progress [ ] Not Started
Implementation				[ ] Complete [ ] In Progress [ ] Not Started
Testing/Validation				[ ] Complete [ ] In Progress [ ] Not Started
Deployment				[ ] Complete [ ] In Progress [ ] Not Started
Monitoring				[ ] Complete [ ] In Progress [ ] Not Started

5.2 Dependencies and Risks

Dependencies:

Dependency	Type	Required By	Status	Risk
	[ ] Internal [ ] External [ ] Customer		[ ] On Track [ ] At Risk [ ] Blocked	[ ] High [ ] Med [ ] Low
	[ ] Internal [ ] External [ ] Customer		[ ] On Track [ ] At Risk [ ] Blocked	[ ] High [ ] Med [ ] Low

Risks:

Risk	Likelihood	Impact	Mitigation	Owner
	[ ] High [ ] Med [ ] Low	[ ] High [ ] Med [ ] Low
	[ ] High [ ] Med [ ] Low	[ ] High [ ] Med [ ] Low

5.3 Communication Plan

Stakeholders to Inform:

Stakeholder Group	Communication Method	Frequency	Responsible
Affected staff
Management
Customers (if applicable)
Support team
Other: _______

Key Messages:

Why we're making this improvement
What will change
When it will happen
How it affects them
Who to contact with questions

6. Testing and Validation

6.1 Testing Plan

How will we validate the improvement before full deployment?

Pilot with small group/limited scope
Parallel run (old and new process)
User acceptance testing
Performance testing
Other: _______________________

Pilot/Test Scope:

Test Period: From _______ to _______

Test Participants:

6.2 Validation Criteria

What must be validated before full deployment?

Validation Check	Target/Criteria	Result	Pass/Fail
Functionality works as intended			[ ] Pass [ ] Fail
Performance meets target			[ ] Pass [ ] Fail
No negative side effects			[ ] Pass [ ] Fail
User acceptance			[ ] Pass [ ] Fail
Documentation complete			[ ] Pass [ ] Fail

Validation Completed By: _______________________ Date: _______

Approved for Deployment: [ ] Yes [ ] No [ ] Conditional

7. Deployment and Go-Live

7.1 Deployment Plan

Deployment Approach:

Big bang (all at once)
Phased rollout (staged approach)
Rolling deployment (gradual)

Deployment Date: _______________________

Deployment Steps:

Step	Description	Owner	Scheduled Time	Status
1				[ ] Complete
2				[ ] Complete
3				[ ] Complete
4				[ ] Complete

Rollback Plan (if deployment fails):

7.2 Training and Documentation

Training Required:

Yes - see details below
No

Audience	Training Type	Duration	Delivery Date	Trainer

Documentation Updates Required:

Documentation Updated: [ ] Yes [ ] No - Updated By: _______ Date: _______

8. Monitoring and Measurement

8.1 Monitoring Plan

Monitoring Period: _______ weeks/months after deployment

Monitoring Frequency:

First week: [ ] Daily [ ] Every other day [ ] Weekly
First month: [ ] Weekly [ ] Bi-weekly
Ongoing: [ ] Monthly [ ] Quarterly

8.2 Performance Tracking

Metrics to Track:

Metric	Baseline	Target	Measurement Frequency	Owner

Data Collection Method:

8.3 Results and Outcomes

(To be completed after implementation and monitoring period)

Metric	Baseline	Target	Actual Result	Variance	Success?
					[ ] Yes [ ] No
					[ ] Yes [ ] No
					[ ] Yes [ ] No

Overall Improvement Achieved: _____ %

Success Criteria Met: [ ] All [ ] Partial [ ] None

8.4 Customer Impact

Customer Feedback on Improvement:

Customer Satisfaction Change:

Before: _____ / 5
After: _____ / 5
Change: _____ ([ ] Improved [ ] No Change [ ] Declined)

9. Lessons Learned and Next Steps

9.1 What Went Well

9.2 What Could Be Improved

9.3 Recommendations for Future Improvements

9.4 Further Actions

Additional improvements identified:

Improvement Opportunity	Priority	Planned Action
	[ ] High [ ] Med [ ] Low	[ ] New SIP to be created [ ] Add to backlog [ ] No action
	[ ] High [ ] Med [ ] Low	[ ] New SIP to be created [ ] Add to backlog [ ] No action

10. Sign-off and Closure

10.1 Completion Confirmation

All actions completed: [ ] Yes [ ] No

Success criteria met: [ ] Yes [ ] Partially [ ] No

Benefits realized: [ ] As expected [ ] Better than expected [ ] Less than expected

Improvement sustained: [ ] Yes [ ] Monitoring ongoing [ ] No

10.2 Approvals

Role	Name	Signature	Date
Plan Owner
Service Delivery Manager
Quality Lead
Sponsor (if applicable)

10.3 Final Status

Plan Status: [ ] Successfully Completed [ ] Partially Completed [ ] Not Successful [ ] Cancelled

Reason if not fully successful:

Final Closure Date: _______________________

Document Control

Plan Created By: _______________________

Plan Last Updated: _______________________ on [Date]

Review Frequency: [ ] Weekly [ ] Bi-weekly [ ] Monthly (during implementation)

Next Review Date: _______________________

Storage Location: [Quality folder/SharePoint location]

Related Documents:

Source document: _______________________
Corrective action (if applicable): _______________________
Management review minutes: _______________________

Retention: Retain for 3 years after completion

Progress Log

(Use this section to record significant updates, decisions, or changes during implementation)

Date	Update/Decision	Recorded By

This form supports Swedwise's Quality Management System (ISO 9001) by providing a structured approach to continuous improvement, ensuring improvements are planned, implemented, measured, and sustained systematically.