This study explores how improvement knowledge and structured work methods contribute to organisational development, with a focus on employee experiences. An improvement initiative was implemented, introducing a systematic method. The aim of the study was to examine how employees experienced this improvement effort.

Using models such as Nolan’s Improvement Model, PDSA cycle, the Ishikawa diagram, and the 5P model, alongside tools like the value compass and measurement strategies, the initiative was evaluated through semi-structured focus group interviews. Thematic analysis revealed that the structured method improved work processes, ensured quality, and led to more consistent documentation practices.

To analyse the effects of the change initiative across several relevant dimensions, quality measurement techniques and control charts (SPC) were used. The control charts provided insights into variation in the data over time, supporting the interpretation of outcomes and sustainability of the improvement.

The study concludes that applying structured improvement methods can lead to more unified and legally compliant ways of working, ultimately benefiting both employees and service quality.