Abstract

[This abstract is based on the author's abstract.]

A variety of quality tools and quality management standards, including benchmarking, process mapping, root cause analysis, Six Sigma, and ISO 9001, have been used to evaluate and improve business processes ranging from employee satisfaction to customer help desk support. Process improvement is continuous and can generate significant returns. One of the major ways in which process improvement projects have changed in the last few years is through the use of the Internet. The Internet makes it easy for people to contact others with similar challenges, to identify common solutions, to speed up data collection, and puts people in contact with colleagues who are also implementing best practices. Other ways to insure success is to establish the need for change, communicate effectively, choose the proper team, define the strategy and vision, empower broad-based action, gain executive management commitment, celebrate milestones, and build for the future. A chart of the top ten benchmarked business processes is included.