The following action plan example focuses on fundamental Maturity Level 2 improvements first since this organization did not have good work-management practices in place. The Maturity Level 3 practices listed in Appendix A were used in later improvement cycles. An asterisk next to the priority level indicates an essential action.
Primary goal: Spend 80 percent of each month on customer-related activities.
1. Intermediate goal: The group’s function is well defined and agreed upon by all staff members (based on problem 1).
• Action: Assign responsibility and authority for defining the group’s role (someone to lead the effort).
• Action: Establish and maintain a mini-plan (who, what, when, how) for defining the ...