Chapter 1
Overview of Process Improvement and the 3Ms
Outcomes Are the Result of Processes
If better outcomes are desired, improve the processes. Sounds simple, so why do we sometimes struggle in achieving better outcomes? This is a “how-to book.” You will discover how to improve processes and how to better achieve better outcomes. In addition, we will share how to sustain the gains, the “Achilles heel” in performance improvement for many organizations.
An outcome in any long-term business venture we want to improve is customer satisfaction. Satisfying a customer is a process, often a very complex set of processes, and one that often involves more than one person and more than one discipline. For example, if the organization is selling and supporting ...
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