DeRosa, Dominick A.; Ashley, Karen M.; Bernstein, Abe J. (1990, ASQC) AT&T Network Systems, Newark NJ
Quality has traditionally concentrated primarily on the physical aspects of the product and service delivered to the customer. The principles of Process Improvement, although they have been used in manufacturing very successfully, are new in non-manufacturing areas. Process improvement can ensure products and services that will meet cost, quality, and operational requirements. The payoff in quality and productivity improvement and cost reduction can be substantial.
This paper describes the Process Characterization Study Methodology and provides a structured approach to assist in understanding the present nature of any process and opportunities for quality improvement.A major difficulty faced by management is knowing where to begin and how to proceed in implementing process improvement activities. The development of the Process Characterization Study Methodology provides management and Quality Improvement Teams with a systematic, step by step, procedure for baselining the process.Process Characterization Studies use the following nine steps: (1) Organizational Responsibilities, (2) Flow Chart of the Process, (3) Identification of the Customers and Customer requirements, (4) Identifying the Suppliers, (5) Description of all inputs, (6) Description of the process, (7) Description of the product/service provided, (8) Measurements and Monitoring, and (9) Process Capability.
Human resources (HR)