Arrange the 9 steps in managing and improving quality. - Start again - create an ongoing process of service process improvement - Assess process performance using operational measures - Identify root causes of quality gaps - Control and continuously fine-tune and further improve the process - Determine priority processes for improvement and redesign - Identify performance shortfalls and quality gaps - For priority processes set targets for customer satisfaction, defects, cycle time, and productivity improvements - Improve process performance via service process redesign, avoid fail points, plan for service recovery - Identify key elements of quality in priority service processes, and determine customer requirements and expectations
Arrange the 9 steps in managing and improving quality.
- Start again - create an ongoing process of service process improvement
- Assess process performance using operational measures
- Identify root causes of quality gaps
- Control and continuously fine-tune and further improve the process
- Determine priority processes for improvement and redesign
- Identify performance shortfalls and quality gaps
- For priority processes set targets for customer satisfaction, defects, cycle time, and productivity improvements
- Improve process performance via service process redesign, avoid fail points, plan for service recovery
- Identify key elements of quality in priority service processes, and determine customer requirements and expectations
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