ABSTRACT
Managers face a jungle of priorities, goals, and strategies. Many companies have tried to quantify the improvement in profits that resulted from training of their managers and workers. The decision of which resources to place in the most promising areas can be frustrating. Management must make the decision whether one or more of the reasons are worth the investment of time, money, and attention. The rollout of process mastering to the organization could be done in each department or in a large meeting. If process mastering is new to the organization, the intent and reasons for the effort must be communicated to everyone. The intent to improve customer satisfaction will be supported by focusing on reducing variation in the processes that affect customers most directly. The strategic planning process should be used to decide on key strategic objectives, key result areas, major improvement opportunities, and processes needing improvement.
