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Process improvement: critical success factors

by TAYLOR R
Published in October 2003 - Page 9

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

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