chapter  2
Understanding the process
Pages 19

An approach to improvement based on process alignment, starting with the organization’s vision and mission, analysing its critical success factors (CSFs), and moving on to the key or core processes is the most effective way to engage the people in an enduring change process. In addition to

by an understanding of the mission:CSF:process breakdown links, certain tools, techniques and interpersonal skills will be required for good communication around the processes, which are managed by the systems. These are essential for people to identify and solve problems as teams, and form the components of the model for statistical process control (SPC) introduced in Chapter 1.