Discover, Devise and Deploy

Abstract:This allegorical case study illustrates how customer, shareholder, and employee needs must be considered in order to create an effective process improvement strategy. A facility with a recent spike in customer complaints was targeted forprocess improvement. A process improvement team was created to study the factors that impacted negative customer satisfaction. Employee buy-in to process change was initially low; involving employees in the entire process from analysis to implementation allowed for effective …

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