Improve Service And Administration

Article

Bothe, Davis R.   (2003, ASQ)   International Quality Institute, Cedarburg, Wisconsin

Quality Progress    Vol. 36    No. 9
QICID: 19213    September 2003    pp. 53-57
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Article Abstract

Variation in business activities is unacceptable and undermines quality. Statistical methods can be applied to all types of business processes to understand relationships between processes, then document and reduce variation. The several strategies available to guide process improvement share the same underlying approach: problem definition, process study, consideration of possible causes of the problem, selection of the most likely cause, testing and assessing improvement actions, and repeating the cycle. A case study illustrates the steps applied to a nonmanufacturing process in auto parts distribution. After systematic analysis revealed the trouble spot in the process, workers tried out solutions until they arrived at the desired improvement. The change increased parts order completion by over 65 percent, allowing a shift in personnel for greater overall efficiency.

Keywords

Process analysis,Variation,Statistical methods,Process improvement


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