Making Process Improvement Work for Service Organizations: A Concise Action Guide

3. Checking Progress

“You can design a measurement system for any conclusion you wish to draw.”

—Gerald Weinberg [Weinberg97]

This chapter discusses how to track the progress of your improvement program and take corrective action. Tracking progress lets you know how well your improvement program is going, provides visibility to detect problems early, and gives you data to make your future plans more effective. Corrective action consists of midcourse changes based on results and lessons learned from the planning and implementation phases. Corrective actions include revising an action plan to achieve an unattained goal, revising the planning approach used during the planning phase, changing how new skills are developed and deployed during the implementation ...