Unlocking the Power of the Deming Cycle or PDCA Model for Continuous Improvement in ITIL

The Deming Cycle or Plan-Do-Check-Act (PDCA) is a four-stage model for implementing changes used in ITIL. Just as the circle has no end, the PDCA model should be continuously repeated for continuous improvement.

The PDCA model or Deming Cycle was created by William Edwards Deming, who is well known for his management philosophy that seeks high quality, increased productivity, and improved competitive position.

Thus, it is the key to any work on increasing the maturity level of any process and in the process of continuous improvement.

Therefore, this cycle is particularly applicable to the Continuous Service Improvement process.

Deming Cycle’s key stages:

1. Plan, that is, recognizing an opportunity and planning a change.
2. Do, test the change. That is, conduct a small-scale study.
3. Check, review the trial, analyze the results, and identify what you have learned.
4. Act, act on what you have learned in the study phase: if the change did not work, go back to the cycle with a different plan. If successful, incorporate what you learned from the test into broader changes. Use what you have learned to plan new improvements.

Using the Deming Cycle/PDCA as a continuous improvement model

When…

• Starting a new improvement project;
• Developing a new or improved project for a process, product, or service;
• Defining a repetitive work process;
• Planning data collection and analysis in order to verify and prioritize problems or causes;
• And when implementing any change.

Therefore, note that the PDCA model is also called the PEVA model, from the Portuguese: Plan, Execute, Verify, and Act.

However, the Deming Cycle is critical in two points for the Continuous Service Improvement phase: in the implementation of a new process and in the application of improvements in existing service and service management processes.

A safe and controllable way to increase the maturity level of a process towards its goal is to perform the cycle. And, a way to maintain the level, ensuring that what has been achieved is not lost, is to work with awareness, training, and communication means as if it were a “wedge” and support for the stability of the acquired level.