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QICID: 30301
Title: Manage Knowledge Workers for Lean Process Quality
Copyright: ASQ
Author: Latzko, W. J.
Organization:
Subject: Knowledge work; Knowledge worker quality; Lean; Process management; Process measures; Process capability;
Series: ASQ World Conference on Quality and Improvement, Minneapolis, MN, Vol. 63, No. , May 2009, pp. 1-11
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Abstract: This paper deals with how one can measure the quality of knowledge workers (clerks, doctors, managers, etc.). Errors made in knowledge work are wasteful (anti-lean) and, often, very costly. This paper shows how to determine when the errors of knowledge workers are beyond what one expects from the system, or the system capability. And it shows what to do about such a situation.
Number of pages: 11
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