Item 6.2: Work Process Management and Improvement (50 pts.)   Process

How do you manage and improve your key organizational work processes

Describe HOW your organization implements, manages, and improves its KEY work PROCESSES to deliver CUSTOMER VALUE and achieve organizational success and SUSTAINABILITY.

Within your response, include answers to the following questions:

6.2a. Work PROCESS Management

a(1)  HOW do you implement your work PROCESSES to ensure that they meet design requirements?

HOW does your subsequent day-to-day operation of these PROCESSES ensure that they meet KEY PERFORMANCE PROCESS requirements?

HOW is CUSTOMER, supplier, PARTNER, and COLLABORATOR input used in managing these PROCESSES, as appropriate?

What are your KEY PERFORMANCE MEASURES or INDICATORS and in-PROCESS MEASURES used for the control and improvement of your work PROCESSES?

a(2)  HOW do you minimize overall costs associated with inspections, tests, and PROCESS or PERFORMANCE audits, as appropriate?

HOW do you prevent defects, service errors, and rework and minimize warranty costs or CUSTOMERS’ PRODUCTIVITY losses, as appropriate?

6.2b. Work PROCESS Improvement

HOW do you improve your work PROCESSES to achieve better PERFORMANCE, to reduce variability, to improve products and services, and to keep the PROCESSES current with business needs and directions?

HOW are improvements and lessons learned shared with other organizational units and PROCESSES to drive organizational LEARNING and INNOVATION?

Notes:

N1. To improve PROCESS PERFORMANCE (6.2b) and reduce variability, you might implement APPROACHES such as a Lean Enterprise System, Six Sigma methodology, use of ISO 9000:2000 standards, the Plan-Do-Check-Act methodology, or other PROCESS improvement tools

N2. The RESULTS of improvements in product and service PERFORMANCE should be reported in Item 7.1. All other work PROCESS PERFORMANCE RESULTS should be reported in Item 7.5.

For additional description of this Item, see 6.2 Work Process Management Description.