Could continuous process improvement be used in this scenario?
What will be an ideal response?
Answer: The term continuous process improvement refers to incremental and breakthrough improvements in the way an organization does business. Underlying this concept is the idea that the way a process is designed influences how well or poorly it functions, which in turn has an important influence on key outcomes. The following key elements could be applied to this scenario.
1. Objective: reducing customer complaints by improving the quality of how their calls for service and supplies are handled.
2. Design: examining the way that phone calls are handled, in order to maximize the objective while minimizing the complexity of the process.
3. Capabilities: determining the capabilities needed to improve the process of handling customers' calls.
4. Infrastructure: focusing on the information and other elements needed to support the design and capabilities needed to meet the objective.
5. Metrics: setting key metrics to monitor process improvements and determine how well the redesign is doing in meeting the objectives.
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