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Articles
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QICID: 24105
Title: Change That Sticks
Copyright: ASQ
Author: Spackman, Leon
Organization:
Subject: Process improvement, Strategic planning, Leadership, Cultural change, Management commitment, Case study;
Series: Quality Progress, Vol. 42, No. 4, April 2009, pp. 22-28
This ARTICLE is available FREE
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Abstract: Process improvement can solve many of an organization’s internal and external problems if implemented properly, it but could have the opposite effect if poorly executed. Process improvement should be approached with a long-term view, emphasizing strong leadership support and resource allocation. Nine steps are outlined that make process improvement a permanent investment. A case study follows a federal agency that provides support for the National Reconnaissance Office as it used these nine steps to build a process improvement strategy aimed at improving customer service.
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