PPT Slide
Guidelines for Strategic Process Management
- When setting out to improve service/quality, it is essential to understand the key products and services; to know who the customers are; and to know what it will take to satisfy those customers.
- To transform or improve a process, you must first understand it and bring it in “control!” The process must work consistently and predictably.
- Service or quality is defined by meeting or exceeding the customer’s expectations and requirements…successful process management is a key element in delighting customers.