- Flowcharts are the visual representations of a process. Each shape in a flowchart represents a part of the process. For example, a square represents a step, a rhombus represents the output of a process and diamonds represent decision points. Flowcharts are very useful, because those that are unfamiliar with a process can quickly understand and begin to analyze it. Before creating a flowchart, talk with the subject matter experts of the process. Document each step of the process as it currently exists. Record the outputs, the length of time to complete a step and the cycle time of the entire process. Review the flowchart with process stakeholders. Look at the process and search out improvement areas. For example, locate steps that take a long time and brainstorm ways to reduce the time needed to complete the step.
- A balanced scorecard is a measurement of the company's performance against its goals. The components of a balanced scorecard are business processes, financial, learning and growth and customer satisfaction. Some advantages of using balanced scorecards is that the information is in one place and the manager can see how she is performing at-a-glance. To create a balanced scorecard, select a core business process. In conjunction with stakeholders, decide the objectives to pursue. Document the current performance and create a target goal. On the scorecard, document the initiatives implemented to help achieve the goal. Each month, track progress toward the goal.
- Employees are an effective quality improvement tool. They have the knowledge of the organization and understand its inner workings. Employees are aware of both internal and external quality issues experienced by customers and co-workers. For processes that cause continuous problems, employees have usually created a "workaround" to circumvent the problem. To use employees as a quality improvement tool, ask them about those processes in their departments that create the most impact. Authorize the employees to solve those problems that can be easily fixed. Encourage them to work together within the department and across departments to implement solutions.
- Customers are pivotal in quality improvement. They can be used to set the company's quality improvement agenda. Conduct customer satisfaction surveys. Ask customers about their perception of the company's products and services. Ask them how well the products performed, whether or not they failed and what they would improve. Analyze the customer responses for trends and recurring themes.
