The Leicester Approach

The Leicester Approach to Continuous Improvement is underpinned by five guiding principles. Whether you are working with the Continuous Improvement Team or making changes without support it will be useful to keep these in mind.

Guiding Principles

- Put the student/customer at the centre, understand what matters to them and act on that;
- Focus on the flow of the process;
- Identifying and removing unnecessary work;
- Using measures to help understand and improve performance;
- Involving leaders in the work, to see it, understand it and remove barriers.


There are four broad steps in the Leicester approach.

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  • Putting the customer (student, staff or stakeholder) at the centre and define the purpose of the process from their point of view;
  • Analyse demand data by finding out what is typically asked by the customer and how often;
  • Identify measures to help understand how well the process meets the purpose;
  • Follow the flow of the work and make it visible by identifying value work and any unnecessary work;
  • Provide convincing evidence for the need for change by analysing and drawing together everything you have learned.


  • Establish operating principles to underpin the new process;
  • Design an improved flow using the principles and build in measures to help you understand if it works;
  • Experiment or try out the new process on a small scale and measure.


  • Make the improvement work day to day


  • Review the new process continually to make sure it is working by embedding measures into the process


Find out how we can help you to improve your processes.

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Student Lifecycle - Project 'Go Live' Support

Information and contact details for all staff affected by changes being implemented to:

  • Attendance Management
  • Mitigating Circumstances
  • Course Transfers