Process Improvement Methods and Tools
The productivity of its transformational processes (i.e., production systems) has an enormous impact on the firm’s ability to deliver quality products and services to consumers. External customers rarely see a company’s production systems and in most cases are not interested in its details. However, being able to get the products and services, they desire in a timely fashion greatly affects consumer perceptions of those products and services. Even if the product or service is perceived as being of good quality, the inconvenience of not getting it in a timely fashion reduces the customer’s since of value and often causes dissatisfaction. With respect to internal customers, the higher the effectiveness and efficiency of the production systems, the greater their sense of value and perception of quality.