Business Process Improvement

Article

Kelly, Dennis E.   (1999, ASQ)   Management Associates

Service Quality Conference, St. Pete Beach, FL    Vol. 8    No. 0
QICID: 18818    September 1999    pp. 1-10
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Article Abstract

Efforts toward business process improvement through Total Quality Management can be maximized through cycle time reduction (CTR). CTR builds upon and reinforces existing quality initiatives by exceeding customer expectations for product or service quality. The benefits return to the company through reduced staff time, waste, and resources and increased return on investment. CTR focuses on making business processes more effective, efficient, and adaptable, and every kind of business process can benefit from these improvements. CTR enables a focus on the process to serve the customer, effecting major changes rapidly, and providing competitive advantage.

Keywords

Customer expectation,Customer service,Time management,Ergonomics,Efficiency


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