Baseline

A baseline is a defined reference used to interpret change. In service improvement it can describe the existing process before a change, or an unchanged comparison process observed alongside it. State which meaning is being used; a model baseline or a forecast baseline may serve a different purpose.

In a hypothetical invoice process, a baseline of eight minutes is interpretable only with its population, workflow version, dates, start and stop events, and included work. For 100 completed eligible cases taking 800 active minutes, the mean is 800 / 100 = 8 minutes. A manager’s unmeasured estimate is an assumption, not this measured baseline. Suppose a new invoice tool, the candidate process, is later measured with the same definition and compared with the eight-minute baseline.

If the candidate process handles easier invoices, a lower mean need not reflect a better tool. Compare case mix, staffing, workload, and measurement procedures; disclose differences that remain. A before-and-after comparison alone does not establish causation.

Do not replace the reference after seeing results merely to make the change look favorable. If the original baseline is invalid or the workflow changes, record the reason, version the definition, and re-establish a comparable reference.

References:

• GOV.UK service measurement guidance