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Making Process Improvement Work for Service Organizations: A Concise Action Guide by Mary E. Sakry, Neil S. Potter

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B. Action Plan Example

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).

Priority: 1*

Action: Establish and maintain a mini-plan (who, what, when, how) for defining the ...

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