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Integrating the Team Approach, Statistical Quality Analysis and a Customer Focus: Customer Focused Process Improvement

Summary: A process improvement model designed to fulfill three key requirements of the global marketplace is introduced. The model can be referred to as a customer-focused process improvement (CFPI) cycle and has eight sequential steps: map the process, gather process data, define the problem, analyze for root causes, identify solutions, try solutions and verify results, implement the change, and institutionalize the change. The improvement effort requires the commitment of both business leadership and the work force. Additionally, the data collected during process improvements will lead to new opportunities to begin the cycle again.

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  • Topics: Process Management
  • Keywords: Start up process(es), Quality tools, Process mapping, Customer focus,
  • Author: Kelbaugh, Richard
  • Journal: Journal for Quality and Participation