ABSTRACT
Having a strategic direction and an awareness of strengths/weaknesses, the organisation can then assess its operational level customer needs against the organisation's capability to fulfil these particular needs. With the direction, needs and capabilities being logged, it is time to see where value is being delivered in the operations and conversely, to identify problems, choke points and other areas where waste is occurring. Reason for not starting the improvement analysis from the beginning of the process is that something fixed at the customer end may remove the need for some action at the starting end. The fundamental reason for a business process is to deliver value to the customer or end user. Analyse the Causes and Criticality, or the fun and boring bit, of Define, Measure, Analyse, Improve and Control – solving problems! Fun because it is solving problems.
