Envision a Better Process

Define performance metrics related to:

In addition to brainstorming ways to improve the process determine how to measure the new process's performance.  Define performance metrics related to:

• Customer satisfaction - for example, "Number of times customer has to phone the company before getting their problem solved" or "amount of time on hold."
• Quality - such as "Number of errors in assembly, or pick, or delivery."
• Cost - such as "Amount spent per quarter on parts."
• Cycle time - for instance, "Number of hours to assemble one unit of product."

ACTION POINT: Direct process improvement toward the activities that will impact the metrics listed above.