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develop a clear, shared understanding of the current and future work processes;
discover the major problems or variances that detract from the effective operation of
the work system;
The better everyone understands the work system, its requirements and the major factors
which cause disruptions to smooth operation, the more opportunity there is for improvement.
Todays work system is the result of an accumulation of habits and ideas over the past
several decades. Efforts to improve quality and productivity by exhorting people to work
more carefully and to care about their customers will not produce significant long-term
advantages unless the fundamental process of work is analyzed and redesigned.
CORE PROCESSES
Core Process
In order to ascertain which are the organizations core processes, it is useful to ask the
following questions:
Which processes are related to our core business today and will be essential to staying
competitive?
Which process consumes the greatest amount of employee time and cost to the
organization?
Which work process produces the greatest amount of frustration for employees?
Which processes are most important in support of the primary work process?
1. Output Analysis
What do we produce/provide?
What do we know about our customers and how well our products/services meet their
expectations?