Process improvement: critical success factors Save article Remove saved article

At the simplest level, process improvement initiatives seek four primary outcomes within the context of good customer service and organizational efficiency and effectiveness. These outcomes are: to reduce processing timelines; increase service predictability and consistency through clarity of roles and responsibilities; eliminate duplicate and redundant processing steps; and meet quality requirements.

At this point, simplicity disappears. The complexities inherent in changing behaviours associated with process improvement and implementation become apparent. This is the business of