Young, Barbara J.; Kennedy, David A. (1986, ASQC) Eastman Kodak Company, Rochester, NY
Much is written and talked about today of achieving control of processes producing manufactured items; yet unexplored is the arena of achieving process control of staff support functions. It is only a matter of time, however, with the emphasis on downsizing, before American industry is going to be demanding high quality, cost effective support from staff areas. This paper discusses an approach to process control in staff support areas, including: a definition of quality of staff support, a quality system process model for staff-type work, the "control" mechanism available for the process, a recommended approach to start-up and provide for improvement.