Lean Six Sigma for the Office, 2nd Edition

6

Process Improvement

Overview

Process improvement continues to evolve. It is integral to the operational strategy of every organization that needs to increase productivity and competitiveness. As an organization’s processes become more virtualized, automation and digitization become increasingly crucial for operational efficiency and enhanced customer experience. The cost of service processes is now most of the world’s gross domestic production (GDP). The virtualization being driven by the transition to services increases process complexity because data moves through many software systems and across global teams, each doing part of the end-to-end work. Complicating the design and operation of services systems is demand varied by customer, ...