The service improvement register (sometimes called continual service improvement, or CSI) tracks every improvement you agree with a supplier: ideas from service reviews, incidents, your team or the supplier itself, followed through to delivery and a checked benefit. It also tracks whether a supplier is keeping its contractual promise to propose improvements.
Where to find it
- Service improvement in the Lifecycle menu: every improvement across all suppliers.
- On a supplier: Performance and relationship tab, section Continuous improvement.
The Service improvement module must be on (see Modules and forms).
Log an improvement
- Click Log an improvement (on the page or the supplier).
- Choose the supplier and say What will improve?, with any details.
- Choose where the idea came from and the main benefit (lists below).
- Enter the Estimated value a year if there is one, or describe the expected benefit.
- Set Our owner, the Supplier lead, a Target date and the Status.
- Attach evidence if you have it, and save.
| List | Options |
|---|---|
| Where the idea came from | Service review or QBR · Supplier proposal · Incident or problem · Our team · Benchmark or market test · User feedback |
| Main benefit | Cost saving · Better service · Lower risk · Time or effort saved · Sustainability |
| Status | Idea · Agreed · In progress · Delivered · Benefit verified · Not taken forward |
Idea, Agreed and In progress count as open. When you move an item to Delivered or Benefit verified, two more fields appear: Benefit actually achieved a year and How it was checked. Every change of status, date or benefit is kept in the item's history.
The Service improvement page
| Tile | Where the figure comes from |
|---|---|
| Open improvements | Items at Idea, Agreed or In progress, with the number past their target date. |
| Estimated value in progress | Sum of "Estimated value a year" for open items, where a value is given. |
| Benefits verified, 12 months | Sum of "Benefit actually achieved a year" for items at Benefit verified that were completed in the last 365 days. |
| Suppliers behind their commitment | Live suppliers proposing fewer improvements than their contract requires. |
Use the tabs In progress, Overdue, Delivered (Delivered and Benefit verified) and All. The table shows the improvement, supplier, benefit and value, owners, due date and status. Open items past their target date are marked "Overdue" and appear in Needs attention.
Estimated versus verified benefit
The estimate is what you expect when you agree the improvement. The verified benefit is what was actually achieved, entered once it's delivered. Only verified benefits count in the "Benefits verified" tile, so you report what really happened rather than what was hoped for.
Add a benefit to the savings register
When an item is at Benefit verified with an achieved value above zero, and the Governance framework module is on, an Add to the savings register button appears.
The item then shows "In the savings register" so it can't be added twice. See Savings.
Supplier improvement commitments
If a contract requires the supplier to propose a number of improvements a year, enter it on the supplier as Supplier must propose this many improvements a year. The chip shows "Supplier ideas N of T this year", counting items with the source "Supplier proposal" raised in the last 365 days.
A live supplier whose contract started more than 180 days ago and is below its target appears in Needs attention as "behind on improvement ideas", with a prompt to raise it at the next review.
Reports and packs
- The Service improvements report lists the register.
- The supplier's QBR pack includes the number logged and delivered and up to 8 items.
Which plan includes it
Included from the Professional plan, with reviews and governance.
Improvements from supplier reviews
In a review cycle's results, Create an action next to a low score logs an improvement on that supplier, with the source "Service review or QBR", linked to the question and its scorecard measure. Its owner is the supplier's owner and it's due in 30 days. Asking twice for the same question opens the one already logged.
Internal improvements
Some improvements are about how your own organisation works, not one supplier: paying invoices faster, or raising purchase orders earlier. These internal improvements are listed under your organisation's name. Add one from How suppliers see us, or click Log an improvement and choose "your organisation: how we work" instead of a supplier. They follow the same statuses and dates, but have no supplier lead and can't be added to the savings register. They show when no area filter is set.