Applying Process Managment in a Service Organization


Early, John F.; Lockerby, William D.   (1988, ASQC)   Juran Institute, Inc., Wilton, CT; Bureau of Labor Statistics, Washington, DC

Annual Quality Congress, Dallas TX    Vol. 42    No. 0
QICID: 3391    May 1988    pp. 2-8
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Article Abstract

The Consumer Price Index (CPI) is one of the most important economic statistics produced by the Federal government. It is the most widely used indicator of inflation, thus shaping the economic policies of government and business. Also, it is used to adjust the incomes of millions of Americans. A one percent change in the CPI can trigger a 2.8 billion dollar change in Federal transfer payments. It is essential that the CPI be accurate and delivered on time each month.

The CPI is a prime example of a service organization responding to the quality challenge. Our quality management approach emphasizes prevention, quality improvement, and teamwork. Part of this approach is viewing the "way we do work" in terms of processes that can be measured, controlled, and improved.

This paper focus on some specific process management techniques that we use to plan and improve the quality of our processes. The paper provides a descriptive model of our processes and program components which we use to prioritize and select improvement projects. It describes the approaches and techniques that we practice -- such as Juran's quality planning approach, work-flow charting, replication techniques, and measurement methods. Finally, the paper presents specific examples which describe our experience using these techniques. The material presented in this paper should be applicable to other non-profit and service organizations.


Administration,Case study,Service sector

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