ABSTRACT
This chapter looks at each scoring criterion and provides greater guidance to those seeking to use it on how it is scored and how it can be used to improve process efficiency and effectiveness. Process is standardized through development of a process flowchart that maps how the manager's designed "work stations" (not people) do the work. Once each process is standardized and composite customer requirements are established for each process, these efforts must be linked to the quality of the measurements, and the overall system of process improvement—demonstrated by regular use of the scientific method. Process control is the fundamental duty of a manager to develop and standardize a series of process steps that can be replicated by the available workforce, so that the process output is reliably achieved. Process improvement is achieved by the design and testing of changes, and the restandardization of a new process logic.
