Phase III: Action & Follow-up

Using the information and results from Phase 1 and Phase 2, the unit can now determine whether or not their processes and services are performing as effectively and efficiently as the unit expected. In the third phase, the functional unit can decide what areas are in need of improvement, determine how processes or services should be modified, or conclude that the processes and services are operating as expected.

I. Action

Specify what action will be taken to improve unit processes and procedures. Based on the interpretation, the unit should answer the following questions:

  • What can be improved?
  • What processes or services are operating as expected?
  • How should these changes be made?

The assessment process should foster action. Focus on one or two action items each year and decide who will be responsible for follow-up. As you implement your action plans, keep written records of activities (e.g. meeting minutes) related to the action as documentation of the process. Certain action items may be long term and results can be reported in subsequent years.

II. Follow-Up

Follow-up refers to the unit plan for determining whether or not the action steps successfully improved unit operations. This section of the Assessment and Action Plan documents the impact of previous assessment cycles.

From this follow-up, a unit can determine the impact of operational changes, create action plans for maintaining efficiency, and establish new criteria for further improvement.

Improving Unit Assessment Processes

After completing Phase 3, staff should be provided an opportunity to recommend improvements to the unit’s assessment processes.

Possible recommendations could include:

  • Identifying the need for more, or different, measures for specific objectives.
  • Determining the need to streamline the process of collecting information.
  • Identifying additional staff members who should be involved in assessment activities.

These recommendations should be included at the end of the Assessment and Action Plan.