Loud and Clear

Abstract:The best quality practices integrate performance metrics with the voice of the customer. While a recent survey found that most businesses are using a lean Six Sigma program which they regularly update, it found that only about one in eight regularly used customer feedback to rate the effectiveness of their core processes. A process management system allows an organization to develop process driven outcome measures, align processes with customer needs, establish governance and accountability and connect business management strategies to …

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Very good article, and good example, too. Figures are apt and to the point. Should have included a small description on process governness.
--M.Devidasan, 02-08-2011

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