ABSTRACT
The design or improvement of a quality management system (QMS) and business processes does not stop with the selection and implementation of the right business and quality improvement models, methods, and tools. Once integrated into the QMS or improvement plan, they have to be monitored and evaluated to determine their relevance and the benefits they provide to the organization. Measuring the progress of QMS and business processes is a means of conducting follow-up evaluations to determine whether they are still benefiting the organization. In this chapter we propose and adapt the diagnostic methodology presented in Chapter 4 as an approach to also determine whether improvement activities have benefited the organization’s QMS and business processes and whether these benefits are being sustained over the long run. The chapter begins by discussing the importance of follow-up activities in continuous improvement (CI) and the specific information that they can provide to organizations to support the continuous success of improvement initiatives. Then, we introduce a followup evaluation method that consists of replicating the diagnostic methodology through specifically adapted versions of the maturity diagnostic instrument (MDI), a self-assessment process and quality management audit. Finally, we conclude the chapter with a brief discussion aimed at making organizations aware of the importance of effectively managing their CI experience and knowledge as a strategy for achieving sustainable business excellence.
