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.